No. 1: 69% of women and 64% of men hate payment errors
86% of French people give up a purchase because of a bug
79% of women and 61% of men will buy from another site
41% of women say they lose trust in a site that has bugs
More than 71% of French people have already lost money because of a bug on a merchant site
"Thanks to this survey, we now have more precise data on the behavior of Internet users when faced with bugs and in particular on the differences between women and men. We have learned that women were much more affected by bugs and that their confidence was lost very quickly in the event of a problem.
Fabien Van Herreweghe, Managing Director of Mr Suricate.
Mr. Suricate questioned more than 14,800 Internet users in order to better understand their reactions to the bugs of merchant sites. A survey that shows very different attitudes between women and men.
*Methodology: survey conducted between September 4 and 10, 2020 among 14,824 people representative of the French national population using the quota method. Survey conducted online, on the BuzzPress France proprietary panel of over 22,560 people. All information provided by respondents is declarative.
E-commerce sites were obviously not prepared for the health crisis. Logical consequence, since the arrival of covid-19, 51% of French people find that e-Commerce sites have more and more bugs. Women are even more dissatisfied than men with 55% against 46%. Only 24% of the French think that there are less bugs today and 25% do not see any difference.
Among all the possible problems, some have the gift of annoying more than others the Internet users. Thus, women are more than 69% and men 64% to hate the errors related to the payment. In second place for 64% of French people are products that are finally unavailable but which are nevertheless displayed in stock. Finally, 404 or 500 pages are in third place and irritate men (57%) more than women (43%).
Merchant sites lose a lot of money because of bugs. Thus, 86% of French people admit that they give up a purchase because of a bug. In detail, 57% of women and 45% of men give up very often and 31% of women and 39% of men from time to time.
When faced with a problem, more than 70% of French people have the same reaction: they look for their product on another site. Women are even more likely to abandon a site for another with 79% representation against 61% for men who are 26% to contact the site for help (only 12% for women).
Bugs have a stronger impact on women. Indeed, 41% of women declare that they lose confidence in a site (against 9% of men). On their side, 59% of men come back to a site if the product is unavailable elsewhere (against 36% of women).
Finally, the financial impact is also very important for Internet users. More than 71% of French people admit that they have already lost money because of a bug on a commercial site.