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Cyber Monday Survey: Most Online Shoppers Cancel Orders Due to Slow Response Time

Pete Goldin
Editor and Publisher
APMdigest

More than half (56%) of consumers who spend more than two hours per week shopping online have cancelled an order due to an error or slow response time, according to a new survey by Monitis.

As the holiday shopping season approaches – with Cyber Monday on the horizon on November 26 - e-retailers need to be thinking beyond simply ensuring that websites are up, moving towards assessing how effectively they are able to do business and putting more focus on strengthening the aspects of their online stores that will prevent customer and transaction losses resulting from sub-optimal performance and customer experience.

Almost three-quarters (74%) of all online shoppers surveyed said that they would switch to a competing online vendor if they could find a better user experience and faster website than the one they currently use. Although we all thought we knew this before, it makes an impression when you see it confirmed so clearly by yet another survey.

Frequent online shoppers are even less tolerant of slow e-retail websites. 86% of consumers who spend two or more hours shopping each week say that they would abandon their chosen online vendor if they found a faster competitor.

Other key findings from the survey include:

· 81% of all respondents listed convenience as the number one reason for choosing to shop online rather than making purchases at brick and mortar stores, while only 61% say that price is the most important factor.

· More than half of all respondents (56%) also indicated that website usability is an important factor when comparing one retail website to another, coming in just behind price and reputation.

· 61% of all online shoppers would leave a web page and search for a competing vendor if it took longer than 30 seconds to load.

· The most popular time to shop online (40% of all respondents) is actually during typical 9:00AM to 5:00PM work hours, while the next largest group (32%) of online shoppers typically shops in the early evening between 5:00PM and 8:00PM.

“Simply avoiding downtime is often the primary goal for web developers and designers when maintaining websites, but as the holiday rush has shifted to online stores, success depends less on the minimum threshold of uptime and more on meeting the various other expectations of shoppers, to keep them coming back,” said Hovhannes Avoyan, General Manager at Monitis. “Consumers turn to online vendors for convenience, so it’s critical that e-retailers ensure a positive shopping experience by focusing on website usability and speed.”

The survey, which polled 1,006 US online shoppers, was conducted by Opinion Matters on behalf of Monitis.

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Cyber Monday Survey: Most Online Shoppers Cancel Orders Due to Slow Response Time

Pete Goldin
Editor and Publisher
APMdigest

More than half (56%) of consumers who spend more than two hours per week shopping online have cancelled an order due to an error or slow response time, according to a new survey by Monitis.

As the holiday shopping season approaches – with Cyber Monday on the horizon on November 26 - e-retailers need to be thinking beyond simply ensuring that websites are up, moving towards assessing how effectively they are able to do business and putting more focus on strengthening the aspects of their online stores that will prevent customer and transaction losses resulting from sub-optimal performance and customer experience.

Almost three-quarters (74%) of all online shoppers surveyed said that they would switch to a competing online vendor if they could find a better user experience and faster website than the one they currently use. Although we all thought we knew this before, it makes an impression when you see it confirmed so clearly by yet another survey.

Frequent online shoppers are even less tolerant of slow e-retail websites. 86% of consumers who spend two or more hours shopping each week say that they would abandon their chosen online vendor if they found a faster competitor.

Other key findings from the survey include:

· 81% of all respondents listed convenience as the number one reason for choosing to shop online rather than making purchases at brick and mortar stores, while only 61% say that price is the most important factor.

· More than half of all respondents (56%) also indicated that website usability is an important factor when comparing one retail website to another, coming in just behind price and reputation.

· 61% of all online shoppers would leave a web page and search for a competing vendor if it took longer than 30 seconds to load.

· The most popular time to shop online (40% of all respondents) is actually during typical 9:00AM to 5:00PM work hours, while the next largest group (32%) of online shoppers typically shops in the early evening between 5:00PM and 8:00PM.

“Simply avoiding downtime is often the primary goal for web developers and designers when maintaining websites, but as the holiday rush has shifted to online stores, success depends less on the minimum threshold of uptime and more on meeting the various other expectations of shoppers, to keep them coming back,” said Hovhannes Avoyan, General Manager at Monitis. “Consumers turn to online vendors for convenience, so it’s critical that e-retailers ensure a positive shopping experience by focusing on website usability and speed.”

The survey, which polled 1,006 US online shoppers, was conducted by Opinion Matters on behalf of Monitis.

Related Links:

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Pete Goldin is Editor and Publisher of APMdigest

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

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Cloudbrink's Personal SASE services provide last-mile acceleration and reduction in latency

In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

In high-traffic environments, the sheer volume and unpredictable nature of network incidents can quickly overwhelm even the most skilled teams, hindering their ability to react swiftly and effectively, potentially impacting service availability and overall business performance. This is where closed-loop remediation comes into the picture: an IT management concept designed to address the escalating complexity of modern networks ...

In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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