If online service usage was not already the norm before COVID-19 struck, it will certainly be post-pandemic as nearly half of respondents (45 percent) to a ForgeRock survey plan to consumer more online services post-pandemic.
Surprisingly, even those 65 and older, have embraced the digital lifestyle with 31 percent indicating that they plan to only shop online after movement restrictions are lifted.
One-third of consumers from 18 to 24 years old intend to shun going to crowded places but keep watching sports, concerts and movies online post-pandemic.
Called The New Normal – Living Life Online, the study polled 5,000 consumers in Australia, Germany, Singapore, the UK, and the US on the evolution of consumer behaviours and preferences since the start of pandemic-related restrictions.
Difficult log-in process costly
A difficult log-in process is a key hindrance and may lead to cancellation of accounts (35 percent) or loss of customers (32 percent) who will look for another option.
“While the survey found consumers plan to keep up many of their new digital habits even after stay-at-home restrictions lift, it’s clear their tolerance for poor digital experiences is thin and many won’t hesitate to switch apps for something that’s easier to use and delivers a better overall user experience,” said Ben Goodman, Senior Vice President of Global Business and Corporate Development at ForgeRock.
“Poor online experiences can impact the bottom line. Consumers abandon their shopping carts when the checkout process is too long or complicated. New apps are at greater risk for these pitfalls and businesses must react quickly with sophisticated digital identity approaches to keep the customer
experience friction-free,” he added.