Retailers and companies in the European financial sector are haemorrhaging money because of poorly performing e-commerce websites, according to a new survey.
A poll of 250 chief information officers across Europe found that a third of retailers and companies are losing around £500,000 a year, 21 per cent are losing £1.5m and a further 23 per cent are losing £2m.
"While retail and financial organisations may think that they have the necessary procedures in place to safeguard user experience, the reality is that they don't," said Michael Allen, EMEA sales director at Compuware, which sponsored the research.
"Companies may consider themselves to be on top of managing the end user experience of their transactional websites but, as the research highlights, this belief is misplaced. The measurements they use are ineffective and unrepresentative."
The survey also highlighted the lack of information gathering in online commerce. While half of those questioned monitor general performance, only six per cent record the experiences of individual users.
Meanwhile a parallel study of 400 European consumers' online shopping habits revealed that fewer than half would return to a website and make a purchase if it failed on the first attempt.
A further 68 per cent said that if a website's performance did not match their expectations they would use an alternative site to make their purchase.
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