GVU's Tenth 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 G184  "Dissatisfying Experiences"
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208          18      3.5     11.5
Yes, Confusing Site                      Q209         117     22.7     74.5
Yes, Poor page design                    Q210          74     14.4     47.1
Yes, Obnoxious Site                      Q211          66     12.8     42.0
Yes, Download too slow                   Q212          94     18.3     59.9
Yes, Couldn't find                       Q213         112     21.7     71.3
Yes, Other Reasons                       Q214          34      6.6     21.7
                                                  -------    -----    -----
                                 Total responses      515    100.0    328.0

0 missing cases;  157 valid cases

Dissatisfying Experiences




X1:         .

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

Yes, Confusing Site                      Q209           1     33.3    100.0
Yes, Couldn't find                       Q213           1     33.3    100.0
Yes, Other Reasons                       Q214           1     33.3    100.0
                                                  -------    -----    -----
                                 Total responses        3    100.0    300.0

0 missing cases;  1 valid cases



X1:         1   USA

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208          15      3.9     12.8
Yes, Confusing Site                      Q209          83     21.6     70.9
Yes, Poor page design                    Q210          57     14.8     48.7
Yes, Obnoxious Site                      Q211          49     12.7     41.9
Yes, Download too slow                   Q212          73     19.0     62.4
Yes, Couldn't find                       Q213          81     21.0     69.2
Yes, Other Reasons                       Q214          27      7.0     23.1
                                                  -------    -----    -----
                                 Total responses      385    100.0    329.1

0 missing cases;  117 valid cases



X1:         2   Europe

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           2      3.8     11.8
Yes, Confusing Site                      Q209          14     26.4     82.4
Yes, Poor page design                    Q210           6     11.3     35.3
Yes, Obnoxious Site                      Q211           8     15.1     47.1
Yes, Download too slow                   Q212           7     13.2     41.2
Yes, Couldn't find                       Q213          14     26.4     82.4
Yes, Other Reasons                       Q214           2      3.8     11.8
                                                  -------    -----    -----
                                 Total responses       53    100.0    311.8

0 missing cases;  17 valid cases



X1:         3   Other

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           1      1.4      4.5
Yes, Confusing Site                      Q209          19     25.7     86.4
Yes, Poor page design                    Q210          11     14.9     50.0
Yes, Obnoxious Site                      Q211           9     12.2     40.9
Yes, Download too slow                   Q212          14     18.9     63.6
Yes, Couldn't find                       Q213          16     21.6     72.7
Yes, Other Reasons                       Q214           4      5.4     18.2
                                                  -------    -----    -----
                                 Total responses       74    100.0    336.4

0 missing cases;  22 valid cases

Dissatisfying Experiences




X4:       .

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

Yes, Confusing Site                      Q209           1     33.3    100.0
Yes, Couldn't find                       Q213           1     33.3    100.0
Yes, Other Reasons                       Q214           1     33.3    100.0
                                                  -------    -----    -----
                                 Total responses        3    100.0    300.0

0 missing cases;  1 valid cases



X4:      1.00   Female

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           5      6.8     19.2
Yes, Confusing Site                      Q209          15     20.3     57.7
Yes, Poor page design                    Q210          10     13.5     38.5
Yes, Obnoxious Site                      Q211          11     14.9     42.3
Yes, Download too slow                   Q212          13     17.6     50.0
Yes, Couldn't find                       Q213          16     21.6     61.5
Yes, Other Reasons                       Q214           4      5.4     15.4
                                                  -------    -----    -----
                                 Total responses       74    100.0    284.6

0 missing cases;  26 valid cases



X4:      2.00   Male

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208          13      3.0     10.0
Yes, Confusing Site                      Q209         101     23.1     77.7
Yes, Poor page design                    Q210          64     14.6     49.2
Yes, Obnoxious Site                      Q211          55     12.6     42.3
Yes, Download too slow                   Q212          81     18.5     62.3
Yes, Couldn't find                       Q213          95     21.7     73.1
Yes, Other Reasons                       Q214          29      6.6     22.3
                                                  -------    -----    -----
                                 Total responses      438    100.0    336.9

0 missing cases;  130 valid cases

Dissatisfying Experiences




X2:         .

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           1      7.1     20.0
Yes, Confusing Site                      Q209           4     28.6     80.0
Yes, Poor page design                    Q210           2     14.3     40.0
Yes, Obnoxious Site                      Q211           1      7.1     20.0
Yes, Download too slow                   Q212           2     14.3     40.0
Yes, Couldn't find                       Q213           3     21.4     60.0
Yes, Other Reasons                       Q214           1      7.1     20.0
                                                  -------    -----    -----
                                 Total responses       14    100.0    280.0

0 missing cases;  5 valid cases



X2:         1   11-20

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           1      6.3     16.7
Yes, Confusing Site                      Q209           5     31.3     83.3
Yes, Poor page design                    Q210           1      6.3     16.7
Yes, Obnoxious Site                      Q211           2     12.5     33.3
Yes, Download too slow                   Q212           2     12.5     33.3
Yes, Couldn't find                       Q213           4     25.0     66.7
Yes, Other Reasons                       Q214           1      6.3     16.7
                                                  -------    -----    -----
                                 Total responses       16    100.0    266.7

0 missing cases;  6 valid cases



X2:         2   21-25

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           1      1.7      6.3
Yes, Confusing Site                      Q209          13     22.4     81.3
Yes, Poor page design                    Q210           8     13.8     50.0
Yes, Obnoxious Site                      Q211           8     13.8     50.0
Yes, Download too slow                   Q212          10     17.2     62.5
Yes, Couldn't find                       Q213          14     24.1     87.5
Yes, Other Reasons                       Q214           4      6.9     25.0
                                                  -------    -----    -----
                                 Total responses       58    100.0    362.5

0 missing cases;  16 valid cases



X2:         3   26-50

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208          10      2.9      9.8
Yes, Confusing Site                      Q209          75     21.8     73.5
Yes, Poor page design                    Q210          50     14.5     49.0
Yes, Obnoxious Site                      Q211          45     13.1     44.1
Yes, Download too slow                   Q212          66     19.2     64.7
Yes, Couldn't find                       Q213          75     21.8     73.5
Yes, Other Reasons                       Q214          23      6.7     22.5
                                                  -------    -----    -----
                                 Total responses      344    100.0    337.3

0 missing cases;  102 valid cases



X2:         4   50+

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           5      6.0     17.9
Yes, Confusing Site                      Q209          20     24.1     71.4
Yes, Poor page design                    Q210          13     15.7     46.4
Yes, Obnoxious Site                      Q211          10     12.0     35.7
Yes, Download too slow                   Q212          14     16.9     50.0
Yes, Couldn't find                       Q213          16     19.3     57.1
Yes, Other Reasons                       Q214           5      6.0     17.9
                                                  -------    -----    -----
                                 Total responses       83    100.0    296.4

0 missing cases;  28 valid cases

Dissatisfying Experiences




X3:         .

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

Yes, Confusing Site                      Q209           1     33.3    100.0
Yes, Couldn't find                       Q213           1     33.3    100.0
Yes, Other Reasons                       Q214           1     33.3    100.0
                                                  -------    -----    -----
                                 Total responses        3    100.0    300.0

0 missing cases;  1 valid cases



X3:         1   <1 Year

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           3     27.3     50.0
Yes, Confusing Site                      Q209           2     18.2     33.3
Yes, Poor page design                    Q210           1      9.1     16.7
Yes, Download too slow                   Q212           3     27.3     50.0
Yes, Couldn't find                       Q213           2     18.2     33.3
                                                  -------    -----    -----
                                 Total responses       11    100.0    183.3

0 missing cases;  6 valid cases



X3:         2   1-3 Years

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           9      8.0     22.5
Yes, Confusing Site                      Q209          21     18.6     52.5
Yes, Poor page design                    Q210          17     15.0     42.5
Yes, Obnoxious Site                      Q211          12     10.6     30.0
Yes, Download too slow                   Q212          21     18.6     52.5
Yes, Couldn't find                       Q213          24     21.2     60.0
Yes, Other Reasons                       Q214           9      8.0     22.5
                                                  -------    -----    -----
                                 Total responses      113    100.0    282.5

0 missing cases;  40 valid cases



X3:         3   >4 Years

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           6      1.5      5.5
Yes, Confusing Site                      Q209          93     24.0     84.5
Yes, Poor page design                    Q210          56     14.4     50.9
Yes, Obnoxious Site                      Q211          54     13.9     49.1
Yes, Download too slow                   Q212          70     18.0     63.6
Yes, Couldn't find                       Q213          85     21.9     77.3
Yes, Other Reasons                       Q214          24      6.2     21.8
                                                  -------    -----    -----
                                 Total responses      388    100.0    352.7

0 missing cases;  110 valid cases

Dissatisfying Experiences




X6:         .

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

Yes, Confusing Site                      Q209           1     33.3    100.0
Yes, Couldn't find                       Q213           1     33.3    100.0
Yes, Other Reasons                       Q214           1     33.3    100.0
                                                  -------    -----    -----
                                 Total responses        3    100.0    300.0

0 missing cases;  1 valid cases



X6:         1   Novice

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           4     36.4     57.1
Yes, Confusing Site                      Q209           1      9.1     14.3
Yes, Obnoxious Site                      Q211           2     18.2     28.6
Yes, Download too slow                   Q212           2     18.2     28.6
Yes, Couldn't find                       Q213           2     18.2     28.6
                                                  -------    -----    -----
                                 Total responses       11    100.0    157.1

0 missing cases;  7 valid cases



X6:         2   Intermediate

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           4      6.5     16.7
Yes, Confusing Site                      Q209          13     21.0     54.2
Yes, Poor page design                    Q210           9     14.5     37.5
Yes, Obnoxious Site                      Q211           4      6.5     16.7
Yes, Download too slow                   Q212          14     22.6     58.3
Yes, Couldn't find                       Q213          14     22.6     58.3
Yes, Other Reasons                       Q214           4      6.5     16.7
                                                  -------    -----    -----
                                 Total responses       62    100.0    258.3

0 missing cases;  24 valid cases



X6:         3   Experienced

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           8      3.2     11.1
Yes, Confusing Site                      Q209          58     23.2     80.6
Yes, Poor page design                    Q210          37     14.8     51.4
Yes, Obnoxious Site                      Q211          33     13.2     45.8
Yes, Download too slow                   Q212          44     17.6     61.1
Yes, Couldn't find                       Q213          55     22.0     76.4
Yes, Other Reasons                       Q214          15      6.0     20.8
                                                  -------    -----    -----
                                 Total responses      250    100.0    347.2

0 missing cases;  72 valid cases



X6:         4   Expert

Group G184  Dissatisfying Experiences
     (Value tabulated = 1)

                                                             Pct of  Pct of
Dichotomy label                          Name       Count  Responses  Cases

No, Hasn't Happened                      Q208           2      1.1      3.8
Yes, Confusing Site                      Q209          44     23.3     83.0
Yes, Poor page design                    Q210          28     14.8     52.8
Yes, Obnoxious Site                      Q211          27     14.3     50.9
Yes, Download too slow                   Q212          34     18.0     64.2
Yes, Couldn't find                       Q213          40     21.2     75.5
Yes, Other Reasons                       Q214          14      7.4     26.4
                                                  -------    -----    -----
                                 Total responses      189    100.0    356.6

0 missing cases;  53 valid cases


Source: GVU's Tenth WWW User Survey (Conducted October 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