UK retail web companies may lose a lot of sales this year, according to a Webcredible study. While revenues are projected to increase to £10 billion, says IMRG, a lot of online retailers in the UK will miss out on a lot of sales because of substandard web experiences.
About half of the more well-known UK online retailers are offering poorer service than last year, said the study called “The Online High Street.” About 55 percent of retailers dropped in the rankings over last year.
Most of the mistakes being made are relatively easy to fix, with basic usability issues being the major problems, which are leading to customer frustration.
The most-common problems found by the study:
* No support for customers during checkout when errors occur
* Poor product descriptions and enlargeable images
* Delivery costs not communicated at start of the checkout process * Low visibility of the “add to basket” button
The one positive of the study was that although quality at the to had declined, there were fewer horrible customer service experiences.
That means companies offering the top notch online experience will definitely outperform their competitors. Seeing that the major problems are not that difficult to fix, those with the will to do it should have a good holiday online sales season.
Comment Preview