84 per cent of shoppers abandon complicated online checkouts

New consumer report from PCA Predict highlights problems in the checkout

New York, NY – 07 October 2015 – Leaders in checkout optimisation tools, PCA Predict, have today launched the results of a survey which reveals consumer attitudes towards shopping online. Of the findings, 84 per cent of US consumers stated they would abandon their ecommerce order if presented with complicated or lengthy web forms.

The survey polled over 300 consumers on a range of questions about their online shopping habits and delivery experiences. Asked about their experience with retailers failing to deliver, an overwhelming 95 per cent of US consumers said that they would be unlikely to shop with a retailer again if an order failed to arrive.

The survey also highlights the importance of retailers sending delivery confirmation with the majority of consumers choosing email as their preferred means of communication.

Key Findings:

  • 37 per cent 18-34 year olds in the US want to receive delivery confirmation by SMS
  • 29 per cent of consumers have given a retailer a fake cell number
  • Almost three quarters of those who admitted supplying a fake cell phone number did so because of concerns with privacy
  • Over a third of US shoppers would be more likely to share their phone number with a retailer if they made it clear how it would be used

Commenting on the findings, COO of PCA Predict Emma Stone said: “With four times as many shoppers expected to buy online during this year’s holiday period than in 2014 it’s imperative that retailers are delivering a seamless customer experience from checkout right through to delivery.

“The importance consumers place on delivery confirmation was another key finding from this survey. With the festive season approaching, ensuring messages and orders are delivered to the right place and on time, will make the difference between complaints and repeat orders.”

PCA Predict is one of the leading providers of checkout optimisation tools. Their range of verification and data cleansing software is used by over 10,000 customers worldwide including Dow Jones, Disney and ThinkGeek.

For more information about PCA Predict, please visit the website at www.pcapredict.com.