POOR website usability is the biggest frustration for online shoppers, according to new research.

In a poll of online shoppers, Manchester-based fulfilment and distance selling company Zendor found that a third of respondents nominate poor website usability as their single biggest frustration when shopping on the Internet.

Technical difficulties and issues around delivery services rank second and third respectively in the survey.

Of the respondents who identified poor usability as their single biggest frustration, specific problems include ‘illogical’ and ‘overly-complicated’ order and check-out processes, ‘confusing navigation’, and ‘difficulty in locating products’ through browsing or the search facility.

Nick Allen, Zendor’s chief executive, said: “Online shoppers are an unforgiving and disloyal group, always ready to migrate.”

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