Consumers Will Abandon Problematic Web Sites

December 2007

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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