UK turns to eBay for Xmas bargains

However, 89 per cent of people said that when they abandoned a transaction at the shopping basket, no-one at the company had ever got in touch with them about it. Only 3 per cent had ever been contacted by the company trying to find out what went wrong. Only 8 per cent had been contacted by the company with another offer to entice them back to the site.

Jones comments, “I was shocked by the frequency of shopping basket complaints. Turning consumers away once they have made the decision to buy is commercial suicide. Although specific steps of a transaction may fail to complete, in most cases the web site itself is still functioning, so unfortunately it is likely that many online managers are completely unaware of the problems.” More.