Users dependency on e-commerce grows [9/19/2007]

Nearly nine in 10 consumers who conduct online transactions have experienced problems, according to a Tealeaf-commissioned study conducted by Harris Interactive.

More than 40% of those who had problems switched to a competitor or abandoned their transactions. Another 52% stopped doing business with the company.

"We're in a perfect storm as users' dependency on e-commerce grows and their patience for bad online experiences wears thin," said Rebecca Ward, CEO of Tealeaf, in a statement.

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Online consumers' problems did not end at the store. More than one-half of online users with issues contacted customer service, but 49% of them still did not have their problem solved.

Nearly seven in 10 thought service agents did not know enough about the Web site, and 70% did not believe the agent understood their problems.

Harris surveyed 2,420 US adults online August 13 to 21, 2007.

Source: www.emarketer.com
September 19,2007

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