According to the study, Websites That Don’t Support Customers Waste Millions, they:
- Pick up the phone. 35% call when your Website lets them down.
- Take their business elsewhere. 17% move to a competitor.
- Give up. 17% abandon their purchase.
Forrester also gauged the cost of broken Websites and concluded:
- Large e-retailers are losing $47 million in direct income every year.
- Large e-retailers are adding $47 million to their cost of sales every year.
For 14 years, Forrester has been evaluating B2C and B2B Websites.
It estimates that only 3% aren't broken.
To learn if yours is broken, Forrester recommends you ask. "The only way to know whether a site visit was a success is to ask the customers," the report states.
Ask visitors three simple questions:
It estimates that only 3% aren't broken.
To learn if yours is broken, Forrester recommends you ask. "The only way to know whether a site visit was a success is to ask the customers," the report states.
Ask visitors three simple questions:
- What did you come to the site to do today?
- Were you able to accomplish that goal?
- If not, why not?
