A recent US study found an average abandonment rate of 67.91% for e-commerce sites leading to an annual loss of revenue estimated at $4.6 billion.. Australian abandonment rates are estimated to be 76.4%. Most examinations of the reasons for high abandonment rates highlight three critical and related factors:  Delivery time Delivery costs Trust  In most studies […]

A recent US study found an average abandonment rate of 67.91% for e-commerce sites leading to an annual loss of revenue estimated at $4.6 billion.. Australian abandonment rates are estimated to be 76.4%. Most examinations of the reasons for high abandonment rates highlight three critical and related factors:  Delivery time Delivery costs Trust  In most studies I have reviewed, I have found both of the first two factors to be important – but ‘delivery time’ is the most critical factor. Trust, as conveyed by the presentation of the site, the quality of information provided, and related factors are also important. These findings highlight the importance of delivery and distribution in general. Markets vary in terms of their expectations regarding the best way to purchase a product (online or offline), the best place to buy (online or offline), the time customers are prepared to wait, and the amount they will pay for delivery. This…