Ninety-two percent of US online shoppers have abandoned a retailer's website because of a disappointing experience; 64% of shoppers will make only two attempts to purchase a product before giving up: Ipswitch

Cindy Allen

LEXINGTON, Massachusetts , November 26, 2012 (press release) – The pressure’s on Web retailers and IT departments as they prepare for the flood of Cyber Monday transactions and traffic. A new survey just released by Ipswitch’s Network Management Division shows that online shoppers have no patience for poor Web experiences.

In fact:

92 percent of those surveyed have abandoned a website because of a disappointing Web experience.
64 percent of shoppers will make only two attempts to purchase a product before calling it quits.

“Online shoppers are already searching for the best deals, and Cyber Monday sales are expected to exceed last year’s $1.25 billion record,” said Ronnie Ray, VP of Product Management for Ipswitch, the company behind the WhatsUp Gold suite of IT Management solutions. “Inevitably, too many companies will fall victim to website downtime, failed transactions and lost sales."

Ipswitch's survey shows that one retailer's Web loss tends to be another's gain. More than half (52 percent) of shoppers will turn to a competitor's website to buy a similar product after experiencing usability or transaction issues. About one in three consumers (32 percent) won’t buy the product at all, and only 16 percent of online shoppers will wait and try to buy again from the same company.

Consumers are being extra cautious this holiday season to ensure their online transactions are complete. Half of the consumers surveyed reported having bought a product online only to later realize the transaction was never processed.

"This is the most important time of the year for retailers, and poor Web sales will have a substantial impact on their bottom line," said Ray. "They must monitor complete end-user experience in real-time and proactively address network issues to protect their business."

With Ipswitch's AlertFox End-User Monitor (EUM), Web retailers, IT managers and anyone who cares about the performance of their critical web applications can see exactly what customers and employees are experiencing in real-time. The service mirrors how end-users are interacting with websites, shopping carts, product pages and internal web apps. AlertFox alerts the correct teams (selected IT personnel, Web development counterparts, application support teams, etc) about issues before they affect customers, employees and their bottom line. To find out what website issues are plaguing your customers right now, visit WhatsUpGold.com/web-monitoring.

Interested in learning more? Check out Ipswitch's infographic, and click here to share it.

About the Network Management Division of Ipswitch, Inc.

The Network Management Division of Ipswitch, Inc. is the force behind WhatsUp Gold, the integrated suite of IT management solutions. Over 100,000 networks – from SMBs to enterprises – depend on WhatsUp Gold for comprehensive network, system, application and log monitoring and management in both physical and virtual infrastructure environments.

Ipswitch’s AlertFox End-User Monitor (EUM) is a service that tracks website availability and performance by synthetically monitoring multi-step Web transactions from an end-user perspective. AlertFox ensures top notch performance of your Web applications and websites from inside or outside your firewall.

After 20 years in business, Ipswitch continues to develop products that solve IT managers’ problems worldwide – with U.S. headquarters in Lexington, MA and offices in Atlanta and Augusta, GA and Madison, WI, as well as international offices in Netherlands and Japan.

To learn more about WhatsUp Gold, please visit: http://www.whatsupgold.com/products/download/
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