Consumers have online shopping doubtsOne in three internet users don't shop online

11 May 2009

A pair of credit cards and a mouse

Consumers are avoiding shopping online because of a lack of trust in the internet, new research reveals today.

The OFT’s findings, from telephone and online surveys, shows that almost one in three internet users are not shopping online, with the biggest reason - a lack of trust in the internet - cited by 30% of these internet users.

Security fears were also a key concern among respondents – with 20% saying that this was why they didn’t shop online. 

Online shopping rights

The telephone survey did show that consumers felt they were more aware of their rights than they were previously – 23% said they were very aware compared with 12% in 2006.

More online shoppers look at an online shop’s terms and conditions and user reviews, and search for a contact telephone number than three years ago.

Make sure you keep yourself protected when shopping online by checking a look at free Which? guides on beating identity fraud and using your credit card to pay for goods.

Security fears about online shopping

Even those who did shop online had concerns. More than 70% of those that said they were online shoppers said they had concerns when shopping online, although the number of those that had no doubts had doubled from 12% in 2006 to 28% this year.

And more than half said they felt that shopping online was as safe as shopping in a store.

For more information about the extra protection you get when shopping online, take a look at the Which? guide on online shopping and catalogue problems.

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