DATA NUGGET
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April 26, 2000
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The Online Complaint Desk
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Online shoppers may not have to brave the crowds in jammed stores, but they face plenty of electronic purchasing hassles. Over the past 12 months, 28% of all online purchases failed, with potential customers encountering a rash of roadblocks, according to Boston Consulting Group, which surveyed 12,000 consumers in the fourth quarter of 1999. Shoppers won't put up with such inconveniences for long. Of those who have had problems with purchases, 23% stopped buying items at the Web site in question and 6% stopped patronizing the retailer's physical store, the survey showed.
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| Consumer Complaints
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| Pages took so long to load that they gave up | 48% |
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| Site so confusing that they couldn't find product | 45% |
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| Desired product not in stock | 32% |
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| Product took much longer than expected to arrive | 15% |
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| Returned product | 10% |
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| Site would not accept credit card | 9% |
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| Unauthorized credit-card charges appeared on statements | 5% |
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| Ordered product that never arrived | 4% |
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| Received wrong product and unable to return it | 4% |
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| DATA: Boston Consulting Group
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The Mother Lode
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