consumers unhappy with website simply go away
more than 70% of consumers may be unlikely to purchase from, or even return to, a web site after encountering a pet peeve, according to a new survey by hostway inc., conducted by tns and reported by the center for media research. and, because only 25% of consumers say they’ll complain to the companies about their pet peeves, the use of features that annoy consumers may be having a negative impact that’s difficult to trace or measure.
pet peeves, according to the survey…93% of consumers say pop-up ads are annoying or extremely annoying
89% are annoyed at the need to install extra software
86% said dead links are annoying or extremely annoying
84% said confusing navigation is annoying or extremely annoying
83% express annoyance with registration log-on pages that block access to online content
83% said slow-loading pages are annoying or extremely annoying
80% said ineffective site-search tools are annoying or extremely annoying
comparatively fewer consumers ranked aesthetic characteristics of web sites annoying…
59% of consumers think moving text is annoying or extremely annoying
55% feel strongly that poor appearance in regard to color, fonts and format are annoying or extremely annoying.
finally, the survey measured the likelihood of consumer responses when encountering their top pet peeves…
74% are extremely or somewhat likely to unsubscribe from the company’s promotions or messages
71% are extremely or somewhat likely to view the company in a negative way
55% are extremely or somewhat likely to complain about the web site to friends/associates
the bottom line…
the internet has matured to the point where consumers demand an easy online experience. consumers are warning companies, ‘you’re going to lose my business if your web site experience is annoying.’
source: http://www.hostway.com/media/survey/petpeeves.html