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BizReport : Ecommerce archives : September 27, 2006

Harris Interactive: Glitches In Online Transactions Lead To Billions In Lost Business

US research company Harris Interactive has found that consumers face considerable problems conducting online transactions and opt out of deals as a result. E-commerce companies stand to lose sales totalling an estimated $60 billion through 2010, the Rochester based company believes.

by Angelique van Engelen

An online survey shows that 88% of consumers do not complete their shopping, banking, travel, and insurance transactions. As a result, most of the consumers resort to going to a rival site (an estimated 33%), and a smaller percentage (7%) botches the transaction in favor of an offline store.

The study was sponsored by TeaLeaf Technology Inc., a San Francisco provider of software specialising in transaction problems. What’s more, online users are getting more impatient with transaction glitches. 85% of the US consumers that participated in the survey said they expected that online deals would be of the same quality as off line deals. Of the people who said they had experienced troubles in digital transactions, 91% said they were worried about data security. To have a positive experience the respondents singled out two key elements; Web site security (26% of respondents) and ease of completing a transaction (22%).

The most usual troubles included payments that didn’t post, causing a late fee for the consumer, glitches in website programming that deleted data entered (often including a credit card number) and error messages.

Tags: data security, Harris Interactive, online transactions, TeaLeaf Technology

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  • It's amazing after all this time that two of the easier elements of a transaction account for almost 50% of consumers to be disatisfied.

    Especially where transactions are made much harder to complete with too many steps to the process. Companies should be getting this by now.



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