89% of Online Consumers Experience Transaction Problems

Application errors could cost a site big money if they are encountered by large numbers of online customers and if they cause customers to turn to competitors’ sites — and they are, and they do, according to a new survey commissioned by applications monitoring service provider TeaLeaf Technology and conducted by Harris Interactive.

The Harris poll found that 89% of those surveyed about their consumer transactions at shopping, banking, travel and insurance web sites say they expect problems when conducting online transactions. 82% say they are not willing to accept a lower level of service online than in the offline channel, and 34% say they’d turn to a competitor if they did experience problems.

Reported problems included error messages, cited by 40% of