I rather liked this table even though it only pertains to eCommerce websites, but it still demonstrate two valuable lessons for all websites:
- Don’t hide behind your services – be upfront and transparent with your costs, charges and services. Transparency isn’t something that is just for politician or big business management boards, we’ve all come to expect a fair service with no hidden costs – the table above speaks for itself with well over half of respondents leaving a website due to hidden costs.
- Technical issues – these can and should all be cured. Looking at the list everything from ‘website crashed’ to ‘Payment Declined’ revolves around a technical issue. Whether you’re making the website too complicated with excessive security checks through to performance issues with the website. All can and should be fixed.
Solutions
If you want to know more about why people leave your website there is a very simple solution and that is to ask them. Adding a simple Survey from www.surveymonkey.com will allow you to place a survey on your website and the feedback you can get may be very enlightening.
Without this knowledge though you are probably just shooting in the dark.
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