New work from our friends over at Tealeaf on the UK online experience:
A couple of interesting take-aways:
- Website operability issues lead to a general perception of insecurity
- Operability is more important than loyalty programs
… 40% of those who experience problems when conducting an online transaction reported that, when they have transaction issues, they are likely or very likely to question a company’s ability to keep their private information secure.
92% of British consumers who have booked travel online reported that the ability to complete a transaction without encountering a problem was important or very important to them, whereas only 24% reported that the travel provider’s loyalty or rewards program was important or very important.
