Survey Finds Poor Online Service Impacts Store Sales

With more consumers searching for product information online as well as actually purchasing online, it is imperative for consumers to have high satisfaction levels when using firm’s websites, mobile pages, and social media sites. Customer service through these sites needs to be at high levels as well, otherwise it can have a negative effect on other aspects of the firm’s business. This article highlights the importance of this online customer service to consumers and potential negative downstream implications to firms if these expectations of customer service levels are not upheld.

Key Takeaways:

• Twenty one percent of online shoppers say you’ve got 5 seconds for your website, mobile site or mobile app to load before they abandon the page, according to a new survey from Catchpoint.
• Additionally, 79% say they would abandon the checkout process if it took 2 minutes or more to attempt to complete a transaction.
• What’s particularly alarming for multichannel vendors is that 50% of frequent online shoppers say they are less likely to visit a retailer’s store if they have a negative experience on its website or mobile app.

“Twenty one percent of online shoppers say you’ve got 5 seconds for your website, mobile site or mobile app to load before they abandon the page, according to a new survey from Catchpoint. Additionally, 79% say they would abandon the checkout process if it took 2 minutes or more to attempt to complete a transaction.”

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