By Julian Goldsmith, 27 August 2008 12:27
NEWS
As online retail captures a growing share of the consumer spend, customer service on supermarket websites is not following pace.
A wide range in web page loading response times within UK grocer's websites - with the slowest more than three times behind the leader - has been found in a survey by online customer experience specialist Gomez.
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ASDA.com came top with an average response time of 7.8 seconds when tested by more than 40,000 PCs with different dial-up and broadband connections over seven days. In the same test, Tesco.com came close behind with 8.3 seconds and Sainsburys.com's grocery site landed in third at 10.5 seconds. However, Sainsburys.co.uk had a time lag of more than 24 seconds.
A spokesman for Gomez said: "Online sales grew 38 per cent year on year in the first six months of this year. Downtime and inconsistency doesn't just prevent purchasing - they can ruin customer experiences and create lasting harm."
Comments
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1. anonymous
Having used an earlier incarnation of the aforementioned sites, I did have a bad experience and this has discouraged me from returning to the site for shopping. I shall not be returning to the site or others as a result.