E-commerce: woman experience technical problems and men get lost
Men and women buy differently online
E-commerce role reversal: men prefer to linger in online shops
E-commerce: women struggle with the technology, men get lost.
Men experience fewer technical difficulties but get lost more easily
"If a cashier doesn’t appear right now, we’re leaving... ". Just as men and women’s approach to shopping on the high street is different, their online demands and behavior differ significantly. For example, women experience more technical difficulties than men. On the other hand, men give up more quickly if they are uncertain whether or not to buy the product on offer. These are the results of the "Customer Concerns: Online Shopping" carried out by novomind AG and the F.A.Z.-Institut.
Men are more reluctant to buy online
Two out of five internet users have already abandoned an online order due to technical difficulties. Snailpaced page displays, log-in problems and interrupted internet connections infuriate potential customers – who then leave the site and possibly even switch to a competing store. Men are not so easily put off by technical hitches as women: while 38 percent of male surfers have abandoned an online purchase in the past due to faulty technology, the figure is 42 percent for women. On the other hand, men experience other problems while shopping online and are less willing to make a purchase. One in three has at some time abandoned an online shopping spree because he was uncertain whether or not to buy the offered product. Women are more goal-oriented: only 20 percent cited indecisiveness as a reason for having abandoned a shopping basket in the past.
Lost in the online shop: more than a quarter of men fail to find the check-out desk
Women also have less trouble locating the check-out. Approximately 23 percent of male shoppers have at some stage abandoned their virtual shopping basket because they were unable to find the check-out. Either women are better at finding their way, or they search for longer. Just 19 percent left their baskets standing without proceeding to check-out. However, women are more easily distracted while placing an order, at which point they abandoned their baskets.
Role reversal: men prefer to take their time shopping online
Although women spend more time making purchases, browsing or just window shopping on the high street, more men go on an internet shopping spree with no specific idea of what it is they want to buy. Nine percent of women, compared to 13 percent of male participants have at some point abandoned an order because they were more interested in browsing than in buying.
novomind: software solutions for professional customer communication
novomind AG is the leading provider for digital customer communication solutions enabling optimized processes and lower costs. The product department’s portfolio includes e-mail management systems, as well as virtual customer services assistants and systems for interactive communication in real time. The novomind services department develops complex e-business applications, including scalable online shop solutions. novomind’s products and solutions focus on future-oriented service, efficient and personalized communication, and higher-performance administration. A rapid ROI is guaranteed and ongoing, long-term customer loyalty ensured. Leading companies from across the market sectors – including Bertelsmann Der Club, Otto, Sparkasse Erlangen, BKK Gesundheit, Travelocity and Hannoversche Leben, as well as public sector representatives such as the German Federal Ministry of Health and Social Security (BMGS) – have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.