Nästan 9 av 10 som utfört transaktioner på nätet har upplevt problem. En stor andel har en så negativ upplevelse att de är beredda att strunta i det. Dessutom ilsknar de till och berättar brett om vad de tycker.

E-handeln — och säkert även annan e-service — tycks ha svårt att möta människors krav. Harris Interactive har kommit fram till följande:

  • For the fourth consecutive year, nearly 9 out of 10 (87%) online adults who have conducted an online transaction in the past year have experienced problems doing so
  • 41% of online adults who experience problems transacting would switch to a competitor or abandon a transaction entirely if they experienced an online transaction problem
  • Four in five online adults who experience problems (84%) share their experiences with others — both online and offline.

Portals and KM gräver djupare i hur vi delar med oss av våra negativa erfarenheter.

– In-person (74%) and
– Phone conversations (50%) with friends and family.

On the other hand, 58% use online channels to share complaints or reviews such as:
– On the company’s website (39%);
– In an email to friends and family (23%);
– On a ratings and reviews websites (16%);
– On an online message board (8%); and,
– On a blog and/or social network (7%).