Customer Web site experiences are universally dreadful, according to a recent Harris poll of online consumers. Among a nationwide sample of 2,790 U.S. adults 18 or older who had used shopping, banking, travel or insurance Web sites, 88 percent said they experienced problems online.

Among results that should give mixed-channel marketers pause, 85 percent of respondents said they expect their online experience to be the same as their offline experience, and 32 percent said they'd switch providers if they experienced one problem. Customers were just as likely to drop presumably "sticky" relationships, such as those with banks and insurance companies, as they were less relationship-oriented e-businesses, such as retail stores.

What does the report add up to? Seriously ineffective Web sites. "There's frustration and a lack of loyalty," says Rebecca Ward, president of TeaLeaf Technologies, a Web analytics vendor and sponsor of the study.

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