Consumers Will Abandon Sites After Password Hassles: Study

Password frustrations are driving potential customers away and may be costing businesses money, according to a new study by Transmit Security. 

Of consumers polled, 55% have stopped using a website because of an error-prone password process. And 92% will leave a site instead of recovering or resetting their login credentials, the study says.

Moreover, 87.5% have been locked out of an online account because an error-laden process, the study adds.

The lockouts have affected people in all age groups, with 81% of those ages 55 and over facing the issue versus 89% of those under 35 years of age.

The data prove that getting people to click through in an email is only part of the challenge -- what happens next is critically important.  



Meanwhile, 41% of consumers admit they often share their passwords, and 52% have shared a password to an online account with someone else. 

In addition, 10% of Californians continue to have access to a password that belongs to an ex-partner, former roommate or colleague, the study finds.

“The number of consumers getting blocked from their online accounts because of poor password experiences is staggering,” states Mickey Boodaei. CEO and co-founder of Transmit Security.

Boodaei adds: “Customers are dropping out of transaction processes -- or failing to use a site at all -- due to overly complicated, and oftentimes error-ridden password systems.”

Transmit Security surveyed 600 U.S. consumers. 

2 comments about "Consumers Will Abandon Sites After Password Hassles: Study".
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  1. Dan Wald from WordsbyWald, April 5, 2021 at 9:30 a.m.

    So true, so true. Many sites have lost my business due to password or reset issues. And let's not forget the "remember me on this computer" - I've asked my cable company over 20 times and they still put me through this ridiculous "text me a code" process to login. 

  2. Ronald Kurtz from American Affluence Research Center, April 5, 2021 at 12:11 p.m.

    So true and Dan Wald is exactly right. The problem is probably more acute for people 70 and older, who are an  increasingly important demographic, but less computer savy. 

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