Websites Still Confusing Users

Online shopping is still far from flawless, as evidenced by the results of Millard Group’s Post-Holiday Online Coop Survey. The Decision Direct Research division of the Peterborough, NH-based list services firm tallied more than 70,000 surveys from shoppers at 53 multichannel merchants from October to December.

Fifteen percent of the participants said that they were confused with a Website’s shopping or ordering process, up from 9%among those surveyed the previous fourth quarter. Twelve percent reported Websites that were very slow or down, compared with 8% during holiday 2003. Twelve percent also said that an item they’d seen in a catalog was unavailable on the company’s Website, up from 9% a year earlier.

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