Slow load times causing basket abandonment for half of UK consumers

Speed of service remains a key consideration in driving omnichannel conversions, as connected consumers expect immediacy across their shopping encounters, according to a new report by Black Pepper Software.

  • 55% of UK consumers cite speed of service as a key motivation for choosing to shop with a retailer again. Yet, at the same time, long queues still frustrate 60% of shoppers in-store, while slow or unreliable in-store payments processes are a problem for 18%.
  • Similarly, slow load times on ecommerce sites were the highest cause of basket abandonment for 47%, and a further 41% of online shoppers said long-winded check out processes would also make them give up on a purchase.
  • Almost two thirds (63%) said a user-friendly website or an intuitive and fast app would be most likely to make them return to a retailer.

The ability to deliver on speed can be the difference between a sale and a lost opportunity – indeed, every extra second in website load times costs retailers a 7% reduction in conversions, presenting a £1bn cost each year.

Josie Byrne, Retail Account Director at Black Pepper Software


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