The top three reasons, cited by more than half of shoppers who abandon carts are: “shipping and handling charges higher than expected” (72%), “decided to do more online comparison shopping” (62%), and just “changed my mind” (60%).
Consumers also consistently express frustration with poor service. A survey of U.S. online shoppers in April 2009 by Opinion Research Corp. identified top 5 ouch points:
Source: Opinion Research Corp.
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