QualiTest’s recent survey shows that bugs and glitches in the checkout process leads to security doubts, abandoned purchases and damage to the brand.

The QA and independent software testing company’s recent survey found that retailers should beware of bugs and glitches, with 65% of survey participants revealing that they would abandon the purchase if they had security doubts.

The most popular technical fault reported was a frozen page, with 60% participants reporting the issue; nearly 55% of consumers reported experiencing technical issues during the checkout process; 41% of participants said that bugs and glitches affected their perception of the brand; and 62% of all respondents said they would doubt the security of a transaction if a bug or glitch was experienced.

Distrusting security transaction

Younger consumers also doubted bugs and glitches; with 58% of 18-24 year olds and 62% of 25-34 year olds saying they would distrust the transaction security if witnessed.

Ami Sterling, CMO of QualiTest, said: “The retail industry is highly competitive and if retailers fail to provide a smooth, glitch-free shopping experience they’ll lose revenue immediately and their chances of winning repeat customers plunges.

“This survey underscores the importance for retailers to make sure that they provide a seamless, smooth experience to customers, something which is not a choice, but absolutely essential to building retail success, especially as online shopping continues to far eclipse in-store shopping.”

The survey consisted of 1,000 participants from the United States between the ages of 18-54.

Written from press release by Leah Alger