How to Lose Trust on Your Website
January 26, 2011
Do you ever find yourself getting frustrated on a website because you are unable to find the information you are seeking? I find myself in this situation more often than I care to admit. And to be honest with you, it’s downright odd to me that I still encounter these pet peeves on corporate websites. So without further ado, here are the top three pet peeves I find when on a website:
- It irks me to no end when I click on a link and it is broken. This happened to me just today. I was on a website researching a company, and I clicked on the link to their Twitter page. The link opened up to a non-existent Twitter account. Talk about the ultimate Fail Whale! I ended up finding the company through Twitter’s search function; however, I was already put off by the broken link. My trust for the site and the company was broken along with that link.
- Another pet peeve is when there is no substance to the “About Us” or equivalent page. I was on a site the other day and their About Us section said, “Company XYZ helps you grow your business.” Why are you so vague about what your company does? How will you grow my business? What have you done in the past to grow other businesses? If you are unable to articulate what you and your company do, why should I trust you with my business? Furthermore, if you can’t tell me what you do; well, what is it that you do? I’m left wondering if you are a legitimate business, and that’s not something I like to wonder about.
- And finally, the ultimate pet peeve. This one makes me wonder out loud, “Really?!?” I lose all trust in a company when I can’t find information about how to contact you on your website. I literally close my browser when the contact us information is nothing more than an firstname.lastname@example.org or an 800 number. You’ve invested a lot of time and money into your business, are you not proud enough of it to put your name on it? What about an address? What about your employees? How is there no information about real humans being a part of your company? The lack of this kind of information obviously makes me not trust the company.
What are your biggest website pet peeves? Are they user experience oriented? Are they design based? Do you get peeved by “too much information all at once?”
Author: Alisa Thwing
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