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Digital customer knowledge specialist

The data took places in September 2013 involving 6,305 French e-shoppers, aged from 22 to 65 and who purchased a product online at least once over the last 6 months.

Methodology

Online Abandonment

8% 9%Never

21%23%More than 50% of the time

Sep. 2013Feb. 2013

Feb. 2013 28%Never

More than 50% of the time

Feb. 2013 28%

Feb. 2013 5%

Sep. 2013

28%

6%

Subpopulation of frequent buyers(7 purchases or more over the last 6 months)

DROP OUT FREQUENCY DURING THE NAVIGATION

The “Price” in addition to the “Condence”

NON-DROP OUT CAUSES

Sep. 2013Feb. 2013

The proposed price was the main criterion

20%9%

Sep. 2013Feb. 2013

I favour easy to use websites

17% 13%

73% 68%

I only use websites I fully trust

Sep. 2013Feb. 2013

WHICH BEHAVIOUR AFTER ABANDONMENT?Competitors are rubbing their hands together

22% 17%I switched to a comparison website

15%31%After a while, I started again my search on the same website

31% 48%I went to the competition( website or physical store)

Sep. 2013Feb. 2013

Sep. 2013

12%Lack of trust when nalising the purchase process

15%Products unavailability

40%Too expensive delivery

ABANDONMENT MAIN REASONS