The web gurus have invented yet another internet buzzword. It’s “web rage,” and it occurs when a web site user, who typically has little patience, is dissatisfied with poor web site performance. The result of “web rage” is turning off the computer, getting into the car and heading to the store to purchase what the person was looking for.
It’s true that user frustration has a big impact on a web site’s bottom line. Seventy-eight percent (78%) of online shoppers report turning off their computer to go to the store because they were frustrated with a poor online experience.
The study also reports:
- 54% of those surveyed cited frustration with the inability to call and ask questions. Perhaps the phone number wasn’t prominent or missing altogether.
- 47% were irritated when web sites crashed while processing their transaction. Keep in mind that a slow transaction process can lead a user to think the site has crashed.
- 46% could not find the information they were looking for.
- 45% could not change their orders.
There are two ways to identify frustrating web experiences. The first is a usability review, where a usability expert reviews your web site and reports potential frustrations and how to fix these. The second method is actually listening to your users by conducting a usability test. Customers in a lab setting use your site and you can observe what they stumble on.
Fixing your usability issues can be a fast process and keep your customers satisfied with your web site.
