Why would you abandon an order when shopping online?
From November - December 2006 we asked you, 'Why would you abandon an order when shopping online?' 1035 of you responded with the following results:
- Having to register before buying 319 votes (31%)
- Hidden charges at the checkout 379 votes (36%)
- Lengthy checkout process 92 votes (9%)
- No clear delivery details 137 votes (13%)
- Phone number not provided on website 108 votes (10%)
Why you voted this way
A big thank you to all of you that took the time to tell us why you voted how you did. Some of our favourite comments from you, divided up by how you voted, are:
Hidden charges at the checkout
Isn't it so annoying when you finally find the product you're looking for, put it into your basket and enter all your details, only to find a hefty delivery charge slapped on!
Andy Stephenson, Essex, UK
I feel I'm being conned!
Rosemary, Northumberland UK
Not advising the charge value until all details, including credit card details are submitted is like signing a blank cheque that's added to order value.
John Hurnall, Australia
Hidden charges are a kind of dishonesty in practice that makes me instantly assume I'm going to be defrauded in some other way as well. Frankly, since there's always somewhere else to shop on the web, I wouldn't give such people my business even if I knew them to be otherwise perfectly reliable.
F. Stevens, Leeds, UK
I would consider hidden charges as a sign that further 'little surprises' might be likely and that I'd be better off trading elsewhere.
Baxter, Chichester, UK
Having to register before buying
I have enough IDs and passwords to keep track of to create yet another one just to buy something online. I also believe that my right to privacy is greater than their need to know.
Jim, Ohio, USA
I'm always annoyed when having to register to buy something from the net. Do you ever need to 'register' to buy food in you local convenience store? I didn't think so...
Steven, Norway
I don't like registering to any website, from whom I wont be buying in future. I prefer not going through boring, and sometimes tiresome, registration processes. Another reason is sometimes I want to buy something quickly without having to fill out stupid forms.
Anon, Manchester, UK
I hate having to register with a site to buy a one-off purchase. It takes time and means my personal details will be stored on sites I will probably not use again.
Kevin, Bath, UK
I fear my e-mail may be the target of lots more spam.
Laura, St Louis, USA
No clear delivery details
If you can't be sure when or how you're going to get it what's the point of buying it?
Brian, London, UK
Phone number not provided on website
I need to know that if things go wrong I can contact someone - I often try the phone before I buy to make sure it's not an endless queue. Its a matter of building trust.
Tim Owen, Cambridge, UK
Lengthy checkout process
If an online retailer can't make the process quick and simple it doesn't give me much confidence in their service. If it's difficult to place an order when they're taking my money, what will they be like if something goes wrong?
David Foster, East Riding, UK
When something takes too long I get bored and think it might be better to look elsewhere. How long would you be willing to wait in a checkout to buy 5 items if it was going to take 20 minutes?
Martin Byrne, Denmark
What next?
Please contact us by phone on 0870 242 6095 or by e-mail at info at webcredible.co.uk. We'll discuss your user experience research & design needs and requirements with no pushy sales pitch and no obligation to you.
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