Consumers Will Abandon Problematic Web Sites
Insurance customers won't tolerate difficult navigation, endless loops that prevent transactions or other Web site challenges, according to survey results released by San Francisco-based Tealeaf Technology Inc. The survey, conducted by Rochester, N.Y.-based Harris Interactive Inc., indicates about nine out of 10 consumers conducting transactions online (within a number of industries) have experienced problems. This year's survey highlights online consumer intolerance, as 42% of those who have experienced problems when conducting online transactions switched to a competitor or abandoned the transaction entirely. Additionally, 52% who experienced bad customer service from a company's contact center following an online issue stopped doing business with the company as a result.
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