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Almost ¾ would leave an online store if they can’t easily find what they want

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By Ishbel Macleod, PR and social media consultant

April 18, 2013 | 1 min read

Over 70 per cent (72.5 per cent) have left online marketplaces because they weren’t easily able to find what they were looking for, research from Redwood software has found, while two thirds terminated online purchases because they took too long (66 per cent) or were too complicated (60.8 per cent).

It was also found that 58.25 per cent have terminated contracts or changed suppliers because of continued service failings.

Tijl Vuyk, CEO of Redwood Software, said: “It’s often the little problems that cause the biggest issues.

“In a time where customer loyalty is dead, brand reputation is critical and speedy service is imperative, it’s surprising how many businesses are ignoring these disconnected little things. Providing a seamless customer experience, from pre-sale to billing, sounds obvious, but looking at the number of frustrations customers are regularly experiencing is worrying.”

The hassle of returning unwanted purchases online also ranked highly, with 57 per cent suggesting in was an annoyance, with 39.25 per cent adding that they hated not receiving acknowledgement that an item had been returned.

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