Lancashire firms 'must offer quality online retail services'

11:28 29th January 2010

A new study has suggested that companies in Lancashire which make use of online retail platforms need to ensure they offer a good service to consumers.

According to a report published by Equation Research on behalf of web firm Gomez, a third of online shoppers had a poor experience on a retail website during the recent Christmas period, with 15 per cent regarding the issue as unacceptable.

In addition, it was also revealed that such problems led one in five people to shop at another site.

Issues experienced by consumers included website slowdowns, errors and problems finishing transactions.

Matt Poepsel, vice-president of performance strategies for Gomez, said: "It's also clear that when shoppers encounter Web performance problems, their patience and loyalty run thin.

"Once a customer has left your site, chances are they are not going to give you a second chance – and few retailers can afford to lose business this way."

Research by PayPal recently revealed that one in five online shoppers still intend to be careful with their finances over the next few months.

The study suggests companies will need to ensure they are offering products at competitive prices through their online retail platforms.

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