Lack of Usability Drives Customers Away
Jul 1, 2008
When you’re trying to make money online by selling goods, it is usually a good idea not to drive customers away. As shocking as it seems, they don’t want to buy from you if it is a hassle to get what they are looking for quickly and painlessly.
Some of the things that customers like to see before purchasing a product online are, customer reviews, different views of the product, information about the product, free shipping, whether or not the product is in stock, etc.
Jason Miller at WebProNews points to findings from a recent survey:
- Only 37 percent offer multiple images views of products.
- Only 33 percent offer customer reviews.
- 62 percent have difficult to read fonts.
- Only 14 percent allow customers to change the font.
- Only 43 percent offer free shipping.
- Almost two-thirds do not offer in-stock information on the product page.
There are more facts like this that I won’t get into (you can read Miller’s article), but I think you get the point.
The owners of these sites probably sit around and wonder why customers don’t want to buy from them.
Usability is critical to online store success, and if you can’t give customers what they can get elsewhere, you’re not leaving them much reason to buy from you.

