Slow Forms and Security Top Poll of Ecommerce GripesBy Postcode Anywhere Ecommerce Survey 2011, PRNE
Wednesday, September 28, 2011
WORCESTER, England, September 29, 2011 -
New Postcode Anywhere Survey Focuses on Causes of Cart Abandonment
Concerns about online security, overlong forms and enforced sign-up are the three things most likely to make consumers abandon online purchases, according to a new study by ecommerce software and services specialist Postcode Anywhere.
One thousand UK consumers were asked to name the top three reasons they might abandon their shopping online. Security concerns topped the poll, with 50% of consumers rating the factor among their top turn-offs.
Running a close second with 44% of votes was the problem of website forms taking “too long to fill out.” Enforced sign-up before checkout was the third highest consumer gripe, with 38% of consumers placing it in their top three reasons for cart abandonment.
In joint fourth place, with 31%, was having to leave the payment process to work out the final price, along with customers simply deciding they don’t like the product after all. Poor design in general got a vote for 23% of those polled.
Postcode Anywhere’s sales and marketing director Phil Rothwell said: “While a lot of emphasis is rightly placed on the design of ecommerce sites (and design touches almost all customers’ gripes in some way), it’s interesting that getting “the basics” right is essential - online buyers are more concerned about security and completing their transaction with a minimum amount of fuss.
“Based on feedback from our own customers, we’ve felt for some time that the second-highest sticking point - overly long forms - is a huge irritant to consumers. Named by 44% of consumers as a major reason to prematurely cut out of checkout, it’s actually easy to fix. Only ask for essential information. Break longer forms down into several more manageable steps. And of course, I would recommend using an address auto-fill technology such as Postcode Anywhere.
“That anyone these days should be forced to ‘register for an account’ before placing an order simply beggars belief. Why not give them the option, after the order has been placed? At least then you might a second and third chance.
“Making life that much easier for your customers can result in significant rewards for your business. The same principle applies to offering guest checkout, without a lengthy sign-up process. Every customer is only one click away from your website and the buying process has to be fast and smooth.”
Postcode Anywhere supplies a range of software and services to make ecommerce more efficient and profitable, and reduce cart abandonment. For more information about Postcode Anywhere, visit the website at www.postcodeanywhere.co.uk.
Notes for editors
About Postcode Anywhere
Postcode Anywhere supplies software and services which improve the day-to-day operations of over 8,000 organisations worldwide. Best known as a provider of address auto-fill and verification software, the company offers a range of data-driven services, including route planning, customer profiling and bank account validation. It is now the fastest-growing reseller of Royal Mail’s Postcode Address File (PAF®) and the market leader for online address auto-fill. A multi-award-winning organisation, it has also appeared in Deloitte’s European fast-growth technology company list for three years running. For more information about Postcode Anywhere, please visit www.postcodeanywhere.com.
Recent Awards and Recognition for Postcode Anywhere
- Deloitte Technology Fast 500 EMEA 2008/9, 2009/10 & 2010/11
- Red Herring Top 100 Europe - 2010
- Best Small IT Supplier of the Year - UK IT Industry Awards (finalist) - 2009
- Dell Small Business Excellence Award (UK finalist) - 2009
- Small-Medium Sized Business of the Year (regional finalist) - National Business Awards 2009
- Orange Best Use of Technology (Midlands) - 2008 National Business Awards
- Growth Business of the Year - Chamber Awards 2008
- Small Business of the Year - Chamber Awards 2008
- Customer Service Team of the Year (finalist) - National Customer Services Awards 2008
Media contact for Postcode Anywhere
Jim Williams - PR Manager
Press centre at: www.postcodeanywhere.com/press
Tags: England, Postcode Anywhere / Ecommerce Survey 2011, September 29, United Kingdom, Worcester