GVU's Ninth WWW User Survey Graphs

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Dissatisfying Experiences


Have you had a dissatisfying experience with a web site (that provides product/service information) that caused you to leave the site and look at another vendor's web site instead? If so, what were the reasons?
(Please check all that apply.)

Dissatisfying Experiences





Group G98  "Dissatisfying Experiences"
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           34      5.1     15.0
Yes, Confusing Site                      Q93          138     20.8     61.1
Yes, Poor page design                    Q94          100     15.0     44.2
Yes, Obnoxious Site                      Q95           77     11.6     34.1
Yes, Download too slow                   Q96          135     20.3     59.7
Yes, Couldn't find                       Q97          141     21.2     62.4
Yes, Other Reasons                       Q98           40      6.0     17.7
                                                  -------    -----    -----
                                 Total responses      665    100.0    294.2

0 missing cases;  226 valid cases

Dissatisfying Experiences




X1:         .

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1     16.7     50.0
Yes, Confusing Site                      Q93            1     16.7     50.0
Yes, Poor page design                    Q94            1     16.7     50.0
Yes, Obnoxious Site                      Q95            1     16.7     50.0
Yes, Download too slow                   Q96            1     16.7     50.0
Yes, Couldn't find                       Q97            1     16.7     50.0
                                                  -------    -----    -----
                                 Total responses        6    100.0    300.0

0 missing cases;  2 valid cases



X1:         1   USA

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           30      6.2     18.1
Yes, Confusing Site                      Q93          100     20.7     60.2
Yes, Poor page design                    Q94           75     15.5     45.2
Yes, Obnoxious Site                      Q95           57     11.8     34.3
Yes, Download too slow                   Q96           93     19.3     56.0
Yes, Couldn't find                       Q97          101     20.9     60.8
Yes, Other Reasons                       Q98           27      5.6     16.3
                                                  -------    -----    -----
                                 Total responses      483    100.0    291.0

0 missing cases;  166 valid cases



X1:         2   Europe

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1      1.2      3.7
Yes, Confusing Site                      Q93           18     21.4     66.7
Yes, Poor page design                    Q94           12     14.3     44.4
Yes, Obnoxious Site                      Q95            9     10.7     33.3
Yes, Download too slow                   Q96           18     21.4     66.7
Yes, Couldn't find                       Q97           20     23.8     74.1
Yes, Other Reasons                       Q98            6      7.1     22.2
                                                  -------    -----    -----
                                 Total responses       84    100.0    311.1

0 missing cases;  27 valid cases



X1:         3   Other

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            2      2.2      6.5
Yes, Confusing Site                      Q93           19     20.7     61.3
Yes, Poor page design                    Q94           12     13.0     38.7
Yes, Obnoxious Site                      Q95           10     10.9     32.3
Yes, Download too slow                   Q96           23     25.0     74.2
Yes, Couldn't find                       Q97           19     20.7     61.3
Yes, Other Reasons                       Q98            7      7.6     22.6
                                                  -------    -----    -----
                                 Total responses       92    100.0    296.8

0 missing cases;  31 valid cases

Dissatisfying Experiences




X4:       .

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1     16.7     50.0
Yes, Confusing Site                      Q93            1     16.7     50.0
Yes, Poor page design                    Q94            1     16.7     50.0
Yes, Obnoxious Site                      Q95            1     16.7     50.0
Yes, Download too slow                   Q96            1     16.7     50.0
Yes, Couldn't find                       Q97            1     16.7     50.0
                                                  -------    -----    -----
                                 Total responses        6    100.0    300.0

0 missing cases;  2 valid cases



X4:      1.00   Female

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           17     10.9     28.3
Yes, Confusing Site                      Q93           29     18.6     48.3
Yes, Poor page design                    Q94           26     16.7     43.3
Yes, Obnoxious Site                      Q95           19     12.2     31.7
Yes, Download too slow                   Q96           29     18.6     48.3
Yes, Couldn't find                       Q97           26     16.7     43.3
Yes, Other Reasons                       Q98           10      6.4     16.7
                                                  -------    -----    -----
                                 Total responses      156    100.0    260.0

0 missing cases;  60 valid cases



X4:      2.00   Male

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           16      3.2      9.8
Yes, Confusing Site                      Q93          108     21.5     65.9
Yes, Poor page design                    Q94           73     14.5     44.5
Yes, Obnoxious Site                      Q95           57     11.3     34.8
Yes, Download too slow                   Q96          105     20.9     64.0
Yes, Couldn't find                       Q97          114     22.7     69.5
Yes, Other Reasons                       Q98           30      6.0     18.3
                                                  -------    -----    -----
                                 Total responses      503    100.0    306.7

0 missing cases;  164 valid cases

Dissatisfying Experiences




X2:         .

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1     16.7     50.0
Yes, Confusing Site                      Q93            1     16.7     50.0
Yes, Poor page design                    Q94            1     16.7     50.0
Yes, Obnoxious Site                      Q95            1     16.7     50.0
Yes, Download too slow                   Q96            1     16.7     50.0
Yes, Couldn't find                       Q97            1     16.7     50.0
                                                  -------    -----    -----
                                 Total responses        6    100.0    300.0

0 missing cases;  2 valid cases



X2:         1   11-20

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

Yes, Confusing Site                      Q93            3     20.0    100.0
Yes, Poor page design                    Q94            3     20.0    100.0
Yes, Obnoxious Site                      Q95            3     20.0    100.0
Yes, Download too slow                   Q96            3     20.0    100.0
Yes, Couldn't find                       Q97            3     20.0    100.0
                                                  -------    -----    -----
                                 Total responses       15    100.0    500.0

0 missing cases;  3 valid cases



X2:         2   21-25

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1      1.0      3.4
Yes, Confusing Site                      Q93           21     21.2     72.4
Yes, Poor page design                    Q94           16     16.2     55.2
Yes, Obnoxious Site                      Q95           16     16.2     55.2
Yes, Download too slow                   Q96           18     18.2     62.1
Yes, Couldn't find                       Q97           21     21.2     72.4
Yes, Other Reasons                       Q98            6      6.1     20.7
                                                  -------    -----    -----
                                 Total responses       99    100.0    341.4

0 missing cases;  29 valid cases



X2:         3   26-50

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           23      5.3     15.0
Yes, Confusing Site                      Q93           92     21.1     60.1
Yes, Poor page design                    Q94           64     14.7     41.8
Yes, Obnoxious Site                      Q95           46     10.6     30.1
Yes, Download too slow                   Q96           93     21.4     60.8
Yes, Couldn't find                       Q97           93     21.4     60.8
Yes, Other Reasons                       Q98           24      5.5     15.7
                                                  -------    -----    -----
                                 Total responses      435    100.0    284.3

0 missing cases;  153 valid cases



X2:         4   50+

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            9      8.2     23.1
Yes, Confusing Site                      Q93           21     19.1     53.8
Yes, Poor page design                    Q94           16     14.5     41.0
Yes, Obnoxious Site                      Q95           11     10.0     28.2
Yes, Download too slow                   Q96           20     18.2     51.3
Yes, Couldn't find                       Q97           23     20.9     59.0
Yes, Other Reasons                       Q98           10      9.1     25.6
                                                  -------    -----    -----
                                 Total responses      110    100.0    282.1

0 missing cases;  39 valid cases

Dissatisfying Experiences




X3:         .

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            1     16.7     50.0
Yes, Confusing Site                      Q93            1     16.7     50.0
Yes, Poor page design                    Q94            1     16.7     50.0
Yes, Obnoxious Site                      Q95            1     16.7     50.0
Yes, Download too slow                   Q96            1     16.7     50.0
Yes, Couldn't find                       Q97            1     16.7     50.0
                                                  -------    -----    -----
                                 Total responses        6    100.0    300.0

0 missing cases;  2 valid cases



X3:         1   <1 Year

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92            4     13.3     33.3
Yes, Confusing Site                      Q93            6     20.0     50.0
Yes, Poor page design                    Q94            3     10.0     25.0
Yes, Obnoxious Site                      Q95            2      6.7     16.7
Yes, Download too slow                   Q96            7     23.3     58.3
Yes, Couldn't find                       Q97            5     16.7     41.7
Yes, Other Reasons                       Q98            3     10.0     25.0
                                                  -------    -----    -----
                                 Total responses       30    100.0    250.0

0 missing cases;  12 valid cases



X3:         2   1-3 Years

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           10      5.0     13.9
Yes, Confusing Site                      Q93           40     20.0     55.6
Yes, Poor page design                    Q94           33     16.5     45.8
Yes, Obnoxious Site                      Q95           20     10.0     27.8
Yes, Download too slow                   Q96           43     21.5     59.7
Yes, Couldn't find                       Q97           42     21.0     58.3
Yes, Other Reasons                       Q98           12      6.0     16.7
                                                  -------    -----    -----
                                 Total responses      200    100.0    277.8

0 missing cases;  72 valid cases



X3:         3   >4 Years

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           19      4.4     13.6
Yes, Confusing Site                      Q93           91     21.2     65.0
Yes, Poor page design                    Q94           63     14.7     45.0
Yes, Obnoxious Site                      Q95           54     12.6     38.6
Yes, Download too slow                   Q96           84     19.6     60.0
Yes, Couldn't find                       Q97           93     21.7     66.4
Yes, Other Reasons                       Q98           25      5.8     17.9
                                                  -------    -----    -----
                                 Total responses      429    100.0    306.4

0 missing cases;  140 valid cases


Source: GVU's Ninth WWW User Survey (Conducted April 1998)
URL:http://www.gvu.gatech.edu/user_surveys/
Copyright 1998 GTRC - ALL RIGHTS RESERVED
Contact: www-survey@cc.gatech.edu

For more information or to submit comments:
send email to www-survey@cc.gatech.edu.

GVU's WWW Surveying Team
Graphics, Visualization, & Usability Center
College of Computing
Georgia Institute of Technology
Atlanta, GA 30332-0280