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          207      8.5     22.6
Yes, Confusing Site                      Q93          491     20.1     53.7
Yes, Poor page design                    Q94          297     12.2     32.5
Yes, Obnoxious Site                      Q95          278     11.4     30.4
Yes, Download too slow                   Q96          486     19.9     53.1
Yes, Couldn't find                       Q97          516     21.2     56.4
Yes, Other Reasons                       Q98          164      6.7     17.9
                                                  -------    -----    -----
                                 Total responses     2439    100.0    266.6

0 missing cases;  915 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      6.3     25.0
Yes, Confusing Site                      Q93            3     18.8     75.0
Yes, Poor page design                    Q94            3     18.8     75.0
Yes, Obnoxious Site                      Q95            2     12.5     50.0
Yes, Download too slow                   Q96            3     18.8     75.0
Yes, Couldn't find                       Q97            3     18.8     75.0
Yes, Other Reasons                       Q98            1      6.3     25.0
                                                  -------    -----    -----
                                 Total responses       16    100.0    400.0

0 missing cases;  4 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          173      8.2     22.0
Yes, Confusing Site                      Q93          423     20.1     53.7
Yes, Poor page design                    Q94          257     12.2     32.6
Yes, Obnoxious Site                      Q95          241     11.4     30.6
Yes, Download too slow                   Q96          418     19.8     53.0
Yes, Couldn't find                       Q97          454     21.5     57.6
Yes, Other Reasons                       Q98          141      6.7     17.9
                                                  -------    -----    -----
                                 Total responses     2107    100.0    267.4

0 missing cases;  788 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           15     10.7     30.0
Yes, Confusing Site                      Q93           31     22.1     62.0
Yes, Poor page design                    Q94           13      9.3     26.0
Yes, Obnoxious Site                      Q95           14     10.0     28.0
Yes, Download too slow                   Q96           29     20.7     58.0
Yes, Couldn't find                       Q97           28     20.0     56.0
Yes, Other Reasons                       Q98           10      7.1     20.0
                                                  -------    -----    -----
                                 Total responses      140    100.0    280.0

0 missing cases;  50 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           18     10.2     24.7
Yes, Confusing Site                      Q93           34     19.3     46.6
Yes, Poor page design                    Q94           24     13.6     32.9
Yes, Obnoxious Site                      Q95           21     11.9     28.8
Yes, Download too slow                   Q96           36     20.5     49.3
Yes, Couldn't find                       Q97           31     17.6     42.5
Yes, Other Reasons                       Q98           12      6.8     16.4
                                                  -------    -----    -----
                                 Total responses      176    100.0    241.1

0 missing cases;  73 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      6.3     25.0
Yes, Confusing Site                      Q93            3     18.8     75.0
Yes, Poor page design                    Q94            3     18.8     75.0
Yes, Obnoxious Site                      Q95            2     12.5     50.0
Yes, Download too slow                   Q96            3     18.8     75.0
Yes, Couldn't find                       Q97            3     18.8     75.0
Yes, Other Reasons                       Q98            1      6.3     25.0
                                                  -------    -----    -----
                                 Total responses       16    100.0    400.0

0 missing cases;  4 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           99     10.2     24.9
Yes, Confusing Site                      Q93          190     19.5     47.7
Yes, Poor page design                    Q94          105     10.8     26.4
Yes, Obnoxious Site                      Q95           98     10.1     24.6
Yes, Download too slow                   Q96          205     21.0     51.5
Yes, Couldn't find                       Q97          209     21.4     52.5
Yes, Other Reasons                       Q98           69      7.1     17.3
                                                  -------    -----    -----
                                 Total responses      975    100.0    245.0

0 missing cases;  398 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          107      7.4     20.9
Yes, Confusing Site                      Q93          298     20.6     58.1
Yes, Poor page design                    Q94          189     13.1     36.8
Yes, Obnoxious Site                      Q95          178     12.3     34.7
Yes, Download too slow                   Q96          278     19.2     54.2
Yes, Couldn't find                       Q97          304     21.0     59.3
Yes, Other Reasons                       Q98           94      6.5     18.3
                                                  -------    -----    -----
                                 Total responses     1448    100.0    282.3

0 missing cases;  513 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      6.3     25.0
Yes, Confusing Site                      Q93            3     18.8     75.0
Yes, Poor page design                    Q94            3     18.8     75.0
Yes, Obnoxious Site                      Q95            2     12.5     50.0
Yes, Download too slow                   Q96            3     18.8     75.0
Yes, Couldn't find                       Q97            3     18.8     75.0
Yes, Other Reasons                       Q98            1      6.3     25.0
                                                  -------    -----    -----
                                 Total responses       16    100.0    400.0

0 missing cases;  4 valid cases



X2:         1   11-20

Group G98  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q92           22     11.5     27.8
Yes, Confusing Site                      Q93           31     16.1     39.2
Yes, Poor page design                    Q94           28     14.6     35.4
Yes, Obnoxious Site                      Q95           29     15.1     36.7
Yes, Download too slow                   Q96           37     19.3     46.8
Yes, Couldn't find                       Q97           33     17.2     41.8
Yes, Other Reasons                       Q98           12      6.3     15.2
                                                  -------    -----    -----
                                 Total responses      192    100.0    243.0

0 missing cases;  79 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           19      5.9     17.0
Yes, Confusing Site                      Q93           67     20.7     59.8
Yes, Poor page design                    Q94           41     12.7     36.6
Yes, Obnoxious Site                      Q95           42     13.0     37.5
Yes, Download too slow                   Q96           62     19.1     55.4
Yes, Couldn't find                       Q97           76     23.5     67.9
Yes, Other Reasons                       Q98           17      5.2     15.2
                                                  -------    -----    -----
                                 Total responses      324    100.0    289.3

0 missing cases;  112 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          116      7.5     20.5
Yes, Confusing Site                      Q93          323     20.8     57.2
Yes, Poor page design                    Q94          186     12.0     32.9
Yes, Obnoxious Site                      Q95          167     10.8     29.6
Yes, Download too slow                   Q96          320     20.6     56.6
Yes, Couldn't find                       Q97          328     21.1     58.1
Yes, Other Reasons                       Q98          113      7.3     20.0
                                                  -------    -----    -----
                                 Total responses     1553    100.0    274.9

0 missing cases;  565 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           49     13.8     31.6
Yes, Confusing Site                      Q93           67     18.9     43.2
Yes, Poor page design                    Q94           39     11.0     25.2
Yes, Obnoxious Site                      Q95           38     10.7     24.5
Yes, Download too slow                   Q96           64     18.1     41.3
Yes, Couldn't find                       Q97           76     21.5     49.0
Yes, Other Reasons                       Q98           21      5.9     13.5
                                                  -------    -----    -----
                                 Total responses      354    100.0    228.4

0 missing cases;  155 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      6.3     25.0
Yes, Confusing Site                      Q93            3     18.8     75.0
Yes, Poor page design                    Q94            3     18.8     75.0
Yes, Obnoxious Site                      Q95            2     12.5     50.0
Yes, Download too slow                   Q96            3     18.8     75.0
Yes, Couldn't find                       Q97            3     18.8     75.0
Yes, Other Reasons                       Q98            1      6.3     25.0
                                                  -------    -----    -----
                                 Total responses       16    100.0    400.0

0 missing cases;  4 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           37     15.6     33.6
Yes, Confusing Site                      Q93           43     18.1     39.1
Yes, Poor page design                    Q94           19      8.0     17.3
Yes, Obnoxious Site                      Q95           23      9.7     20.9
Yes, Download too slow                   Q96           46     19.4     41.8
Yes, Couldn't find                       Q97           46     19.4     41.8
Yes, Other Reasons                       Q98           23      9.7     20.9
                                                  -------    -----    -----
                                 Total responses      237    100.0    215.5

0 missing cases;  110 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          104     10.8     26.7
Yes, Confusing Site                      Q93          185     19.3     47.6
Yes, Poor page design                    Q94          114     11.9     29.3
Yes, Obnoxious Site                      Q95           99     10.3     25.4
Yes, Download too slow                   Q96          193     20.1     49.6
Yes, Couldn't find                       Q97          201     20.9     51.7
Yes, Other Reasons                       Q98           64      6.7     16.5
                                                  -------    -----    -----
                                 Total responses      960    100.0    246.8

0 missing cases;  389 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           65      5.3     15.8
Yes, Confusing Site                      Q93          260     21.2     63.1
Yes, Poor page design                    Q94          161     13.1     39.1
Yes, Obnoxious Site                      Q95          154     12.6     37.4
Yes, Download too slow                   Q96          244     19.9     59.2
Yes, Couldn't find                       Q97          266     21.7     64.6
Yes, Other Reasons                       Q98           76      6.2     18.4
                                                  -------    -----    -----
                                 Total responses     1226    100.0    297.6

0 missing cases;  412 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