Poll: Consumers will stay online as pandemic subsides
Most consumers will maintain or increase their online usage even when in-person shopping resumes, but won’t be patient about it.
Eight in 10 (81%) respondents plan to maintain or increase their online usage even though COVID-19 restrictions are in place, according to a new survey of more than 1,500 U.S. consumers of the FullStory digital experience platform. deleted.
However, the survey also shows that digital frustrations are common and costly, finding that almost two-thirds of respondents (64%) have been frustrated or struggled with an online transaction in the past six months. More than three-quarters (77%) of respondents will abandon an online transaction when they encounter a problem, and 60% say they are unlikely to come back.
Additionally, 65% of respondents trust a business less when they encounter a problem while using a website or mobile app. The most popular factor cited by respondents as creating a good online experience is being able to ‘get things done quickly’ (83%).
Conversely, the most frustrating issues for online consumers are page issues (55%), forms that do not accept input correctly (45%), and page load errors (42%). .
Only 12% of respondents are very likely to share comments when a numeric error occurs. When consumers provide feedback, it is most likely through surveys (49%) or by chatting or emailing the business (41% and 40%, respectively).
Other interesting findings include:
â¢ Four in 10 respondents (41%) transact online at least once a day, and a quarter (26%) do more than one online transaction per day, such as placing an order, buying an item, paying an invoice or doing a reservation .
â¢ Retail received the highest ratings for an industry with positive online experiences (34% excellent; 7% poor), while quick service restaurants received low ratings (13% poor; 7 % excellent).