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September 24, 2008

Online retailers failing to deliver

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by David Allen

It was not that long ago when online retail was being given the collective thumbs up by various organisations as being one of the best things that the internet has been used for.

Yet it now seems, from another quarter, that maybe there are some problems with online retail experience.

According to the online behavioural analysis company, Tealeaf, in their survey called the Online Customer Experience, it was found that ninety per cent of those who responded said that they have had some sort of problem when they have bought something online.

In some cases, around half of the customers completely cancelled their orders, which has serious consequences for online retailers as their bad service is costing the sector money.

With business to consumer sales estimated to be worth around £60 billion per year, this is something that online retailers cannot afford to underestimate.

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