ST. LOUIS, Mo., – December 3, 2009 – Retailers run the risk of losing one in three online shoppers if the shopper has to wait too long for web pages to load, according to a consumer survey released today by Savvis, a leader in IT infrastructure and web solutions, and TNS the world's largest custom research agency. The “maximum frustration limit” for online shoppers is 10 seconds for a web page load; any longer and a shopper is likely to give up or go to a competitor’s site. Likewise for the online checkout process, where 30 seconds is the limit for three out of every four shoppers.
The survey polled 2,500 consumers in late November about their online shopping habits, and results illustrate that online shoppers value convenience and efficiency. Key survey findings include:
- Online site speed: 82% of respondents say that online site speed affects their opinion of a retailer.
- Consequences of a delay: 35% of respondents won’t return to a site if the wait is too long.
- Willingness to wait: 70% of respondents won’t wait more than 10 seconds for a site to load before switching to another site or giving up. (14% won’t wait more than 2 seconds for a site to load, 19% will wait 3-4 seconds, and 36.9% will wait 5-10 seconds for a site to load.)
- Online checkout: 75% of respondents won’t wait more than 30 seconds to check out online before deciding not to return. 9.3% of respondents won’t wait more than 5 seconds, 28% will wait 5-10 seconds, 20% will wait up to 20 seconds, and 17.3% will wait up to 30 seconds.
- Reasons to shop online: 47% of respondents ranked convenience as their primary reason to shop online, while 30.8% listed price as their primary reason to shop online.
“The findings of this survey are significant for online retailers, as consumers say that Web site speed is a key factor in their purchasing decisions,” said Brad Hokamp, Senior Vice President & General Manager for Savvis’ Hosting Business Unit. “Our large consumer brand customers are highly sensitive to this and are focused on deploying advanced IT infrastructure solutions that ensure the best quality of experience for their loyal customers accessing their sites and online businesses.”
The U.S. survey was commissioned by Savvis, Inc. (NASDAQ:SVVS), a global leader in outsourced Internet infrastructure services for the enterprise. The survey was conducted by TNS, an independent research company, between November 19 and November 23, 2009 with a margin of error of +/- 1.96%. Savvis provides IT infrastructure and web solutions for some of the worlds’ largest online brands such as Hallmark.com and Reuters.com.
Savvis, Inc. (NASDAQ:SVVS) is a global leader in outsourced internet infrastructure services for the enterprise. More than 4,000 customers, including 40% of the top 100 companies in the Fortune 500, use Savvis to reduce capital expense, improve service levels and harness the latest advances in cloud computing. For more information about Savvis, visit www.savvis.net
TNS, which recently merged with Research International, is the world's largest custom research agency delivering actionable insights and research-based business advice to its clients so they can make more effective business decisions. TNS offers comprehensive industry knowledge within the Consumer, Technology, Finance, Automotive and Political & Social sectors, supported by a unique product offering that stretches across the entire range of marketing and business issues, specializing in product development & innovation, brand & communication, stakeholder management, retail & shopper, and qualitative research. Delivering best-in-class service across more than 75 countries, TNS is part of Kantar, the world's largest research, insight and consultancy network. Please visit www.tns-us.com for more information.
Savvis Forward-Looking Statements
This document may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Actual results may differ materially from Savvis’ expectations. Certain factors that could affect actual results are set forth as risk factors in Savvis’ SEC reports and filings, including its annual report on Form 10-K and all subsequent filings as well as the risk that potential product cost and performance benefits may not be realized for any particular customer. Savvis assumes no obligation to update or supplement forward-looking statements.