Consumers Demand Better Service Online

A new survey from Harris Interactive reveals that approximately 90% of online users experience problems completing online shopping, banking, travel, and insurance business transactions. And, they don’t like it. When online transactions fail, shoppers usually leave the site never to return, buying the same items from the competition.

Harris Interactive says error messages were the most common reason for dissatisfaction (40 percent), poor design a close second. Other online shopping snafus include the inability to complete transaction because of an endless loop, and difficulty logging in/registering.

The results show that consumers demand the same level of customer service online that they expect in person.

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