More people than ever are shopping online. That’s the good news. The bad news is that customer satisfaction is dropping and shopping cart abandonment is on the rise. (Don’t hate me, but I abandoned two just this weekend.)
iPerceptions has a new report that looks at post shopping experience feedback. What they found was that overall customer satisfaction was down from 73% last year to 70% this year.
The biggest concern is that only 60% of customers who came to buy walked away with what they came for. Says iPerceptions,
“For a business that does $10 million per year in online sales, a 60% Task Completion rate among buyers means $6.7 million in business is simply walking away.”
For the small business owner, losing even one sale can really hurt, let alone 40%.