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Survey: Consumers Likely To Retain Digital Habits; No Patience For Poor Performing Sites May 12, 2021 (0 comments)
Atlanta, GA—Further proof that there’s no going “back” to normal shopping patterns post-COVID, but on to a new normal: a whopping 81% of consumers will maintain and potentially increase their digital usage even after any pandemic restrictions on in-person shopping are gone. And they’re getting increasingly impatient with poor-performing websites. Image: Pixabay.com
These were the findings of a new survey by FullStory, a digital experience platform provider.
Key findings of the survey:
- After an error, 77% of consumers are likely to leave without completing a transaction, and 60% aren't likely to return.
- 65% report they trust a business less when they experience a problem using a website or mobile app.
- The most important factor in creating a good online experience is being able to "quickly accomplish what I came to do" (83%).
- The most frustrating issues for consumers online are page glitches (55%), forms that don't correctly accept inputs (45%) and page-loading errors (42%).
- When a problem occurs, only 12% of consumers are very likely to provide feedback to the business.
- Retail received the highest ratings for positive online experiences (34% excellent; 7% poor), followed closely by banking (26% excellent; 7% poor).
"Across every industry, consumers are holding companies accountable for subpar digital experiences," said Kirsten Newbold-Knipp, chief marketing officer of FullStory, in a press release.
"The rise of digital-first business brings great opportunity but also risk, as this survey correlates a poor digital experience with customer and revenue loss. To be successful, businesses must understand not only what is happening in their customers' experiences, but most importantly why."