Slipshod e-commerce sites cost UK firms millions

A third of the 200 CIOs questioned in a Compuware-commissioned survey claim poorly performing transactional websites cost them £500,000 a year. A further 21% put the damage at £1.5m, while 23% could be £2m out of pocket.

A third of the 200 CIOs questioned in a Compuware-commissioned survey claim poorly performing transactional websites cost them £500,000 a year. A further 21% put the damage at £1.5m, while 23% could be £2m out of pocket.

Only 6% of the companies measure the customer experience in any depth. Instead, half of the companies in the survey only go as far as ensuring the site stays upright during peak demand times. More than 60% have no idea whether their customers are on dial-up or broadband.

'If a customer complained, presently just 6% of European retailers and financial organisations would be able to take proactive steps to resolve individual user performance issues,' says Michael Allen, sales director for performance management at Compuware.

'Companies need to be able to pinpoint problems, be in a position to solve them quickly and proactively manage their online service.'

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