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Customers frustrated by poor website performances, Rackspace says

  • News
  • May 26, 2015
  • Elly Strang
Customers frustrated by poor website performances, Rackspace says

The managed cloud company commissioned independent online market research company PureProfile to research about online shoppers.

More than 1000 online shoppers were surveyed from across Australia and New Zealand.

The survey found online customer loyalty is flimsy when faced with a badly performing website.

Nearly half (45 percent) of online shoppers have abandoned a purchase after becoming frustrated with a website.

Instead, 47 percent have gone to a competitor’s site to buy the same product, while 29 percent have gone back to bricks and mortar shopping.

Common frustrations felt by shoppers were: too many pop-up advertisements (42 percent); the service online doesn’t measure up to in-store (34 percent), and it’s too time consuming to narrow down the options available (28 percent).

Rackspace ANZ director and general manager Angus Dorney says the survey found the average online shopper in Australia and New Zealand will spend 15.5 minutes browsing for an item on an online retail site.

“That’s a massive amount of consumer capture time, as well as spending potential that is being missed by online retailers, simply because of issues on their websites,” Dorney says.

The perks of online shopping are what draw customers in.

Those interviewed said as much, with more than half (54 percent) a fan of the increased variety, while 24 percent used online search tools on websites for inspiration.

However, 42 percent of shoppers said the online search categories provided didn’t match the criteria they wanted to select.

Another 37 percent said some sites they visited only give one search filter option.

Dorney says people shop online for convenience, but are then driven away because the process isn’t quick and easy enough.

“Retailers should apply the same simple old-fashioned customer service values to their online site, as they would to the physical shop front,” Dorney says.

“It should be inviting, easy to navigate and helpful.”

The survey found customers also wanted the online shopping process to be more convenient.

Almost 80 percent of women and 67 percent of men wanted the option of free returns or same day delivery to be available to them.

Over half (57 percent) wanted a simpler checkout service.

It was also found almost a third of men (31 percent) would like to feel more connected and important when they shop online.

As well as this, only one in five people surveyed received personalised marketing emails.

Yet when offered a discount on a retail site, more than two thirds (69 percent) would click through to the email.

Dorney says the key to succeeding online is to make sure the site works from the ground up first.

 “Cloud gives retailers unmatched levels of computing power to manage their big data flows and give them real time analytics to refine their search functionality,” he says.

He says a powerful search function can use customer data like preferences, habits and buying behaviour, then combine it with online and ‘real world’ information.

“The result is a personalised, unique and, most importantly an easy experience for online shoppers,” Dorney says.

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Building transparency in your supply chain

  • Opinion
  • November 14, 2019
  • Vanessa Thompson
Building transparency in your supply chain

Brands are under pressure to become more ethical, but how does this pressure apply to Kiwi fashion retailers? Unravelled Consultants founder and director Vanessa Thompson explains.

Read more
 
 

Coastlands celebrates 50 years in business

  • Opinion
  • November 13, 2019
  • Jennie Gutry
Coastlands celebrates 50 years in business

Coastlands Shoppingtown in Paraparaumu is celebrating its 50th year in business. Coastlands 50th birthday event manager Jennie Gutry shares some reflections on the centre's early years.

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Me|today pairing skincare and supplements launches

  • News
  • November 13, 2019
  • Sarah Dunn
Me|today pairing skincare and supplements launches

Consumers are often highly engaged with the brand that produces their skincare products, but less so when it comes to supplements. The idea behind me|today, a start-up selling paired product in both categories, is to leverage that engagement.

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Social scoreboard

Zavy and The Register have worked together to create a scoreboard that compares how the top 25 traditional media advertising spenders in New Zealand have performed on social media over the past 30 days, updated in real time.

 
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Michael Hill to offer lab-grown diamonds in New Zealand

  • News
  • November 11, 2019
  • Sarah Dunn
Michael Hill to offer lab-grown diamonds in New Zealand

Traditionally, prospective proposers should spend three months’ salary on an engagement ring. It should be a diamond solitaire, ideally one carat or bigger. However, in a market where many younger shoppers are struggling with student debt, concerned about housing affordability and suspicious of mined diamonds’ ethical credentials, Michael Hill has moved with the times and introduced an alternative.

Read more
 
 

Winners of the 2019 Westpac New Zealand Franchise Awards announced

  • News
  • November 11, 2019
  • The Register team
Winners of the 2019 Westpac New Zealand Franchise Awards announced

This marked the 25th year for the Westpac New Zealand Franchise Awards. Independently judged by the NZ Business Excellence Foundation, the awards are organised by the Franchise Association of New Zealand. Read on to find out the winners.

Read more
 

Yealands Wine Group appoints Tiffani Graydon as CEO

  • Who's Where
  • November 9, 2019
  • The Register team
Yealands Wine Group appoints Tiffani Graydon as CEO

New Zealand wine producer Yealands Wine Group has today announced the appointment of Tiffani Graydon as its new chief executive. Graydon has previously worked at Yealands in a GM sales and marketing capacity.

Read more
 
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