MasterCard survey reveals biggest friction points for online shoppers

Entering payment, billing and shipping information one of biggest ‘pain points’

A recent survey conducted by MasterCard reveals that “entering payment, billing and shipping information” is one of the biggest ‘pain points’ amongst US consumers when online shopping, second only to not knowing how an item fits or looks on (view press release). 58% of shoppers surveyed said they would like to have one place where can securely store their financial data and access it easily when checking out at any site online.

Other findings from the survey claim that almost one in four Americans shopping online, on a computer or mobile device, abandon a shopping cart before completing the purchase at least once a month. 53% of US adults with a mobile device shop online using their device but one of their biggest concerns is around security.

Online and mobile shopping puts a host of new options at consumers’ fingertips, but the current checkout process needs improvement to fully realize the potential of these important retail channels,” said Geoff Iddison, group executive of e-commerce and mobile at MasterCard Worldwide. “The research shows that consumers want a simpler, faster way to enter account information, so they can spend more time searching for exactly what they want and less time filling out forms at checkout.”

The online survey was conducted by Harris Interactive on behalf of MasterCard and responses were taken from 2,229 adults.

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