Security fears hit e-commerce

Shoppers fear giving their credit-card details online

The development of shopping online is being seriously hindered by consumers' lack of confidence in internet security, according to research by the National Consumer Council in the UK.

The NCC said shoppers were reluctant to release credit-card and personal details online and were also wary about the lack of opportunity to check goods before buying.

Unless the total online shopping environment is made more secure, some consumers will never have the confidence to explore the opportunities

Anna Bradley
NCC director

It said these fears were compounded by widespread ignorance of legal rights and redress for consumers when things go wrong.

NCC director Anna Bradley said: "It is especially worrying that internet users are more, not less, likely to harbour doubts about shopping online.

"For instance, almost four out of 10 adults see the need to release credit-card details as a major disadvantage of internet shopping.

"Among internet users, more than half feel the same way.

Inspecting goods

"This heightened awareness is evident across the board, from delivery problems and not being able to touch goods, to releasing personal information.

This report will help us to focus on shoppers' specific worries and we shall be studying it carefully

Patricia Hewitt
e-commerce minister

"Unless the total online shopping environment is made more secure, some consumers will never have the confidence to explore the opportunities."

In an attempt to overcome these concerns, the NCC is calling for secure payment mechanisms, better protection for credit-card transactions, higher standards of customer service and a government-backed publicity campaign to promote knowledge and awareness of consumer rights.

Anna Bradley said: "Our research shows that consumers try to minimise the risks by shopping from online channels run by established, well-known brands and retailers.

"Around 28% of internet users say they would look for a recognised brand name, while 22% would feel safer shopping on the site of a High Street retailer."

Patricia Hewitt, e-commerce minister, said: "This report will help us to focus on shoppers' specific worries and we shall be studying it carefully."

The poll was conducted by interviewing 2,000 adults across the UK.