9 Website Features That Might Be Driving Away Your Customers

When people are looking to do business online, their experience on a company’s website can make or break the deal. I asked around and found out which things annoy visitors the most when they’re on a company website. Here’s what they had to say:

1. Hard-to-Find Contact Information

People want easy access to your email address and phone number, especially if they’re considering making a purchase or reaching out with questions. It’s a simple fix: make sure both are visible in two key places: the header or footer of every page, and on a dedicated contact page. Just imagine someone, on the verge of contacting you, only to leave frustrated because they couldn’t find your details. By making this adjustment, you’re already making a potential customer’s day easier.

2. Chatboxes Popping Up Immediately

Picture this: you walk into a store just to browse, and a salesperson corners you before you even start looking around. That’s exactly what a chatbox feels like when it pops up the second someone lands on your website. People appreciate a chat option, but let them approach it on their terms, not the website’s.

3. “Contact Us for a Price”

For many, the phrase “Contact us for a price” is an instant frustration. Companies may do this to protect themselves from competitors or create a more direct sales opportunity. But it’s not a great experience for a potential customer who just wants a quick idea of cost. In-store, imagine asking for the price of an item, only to be told you’ll need to give your email or phone number first—awkward, right? Consider listing prices, even if it means updating your website a little more often.

There’s nothing inherently wrong with stock images, but overused, cliché, or “cringey” ones—smiling generic people or staged shots—tend to put people off. It’s especially irritating when they’re seen elsewhere, which makes your website feel less authentic. The worst is when the photo is meant to represent staff within a company. If budget constraints mean you have to use stock images, choose them thoughtfully and check how frequently they appear online using tools like Tin Eye. A little creativity can make a big difference in how people perceive your brand.

4. Pop-Ups on Arrival

This is like walking into a store and having brochures, coupons, or flyers thrust into your hands the moment you arrive. While pop-ups have their place, consider giving visitors a little time to explore before they’re prompted with offers or sign-up requests. Let them settle in first, and they might be more inclined to engage.

7. Slow Load Times

A slow website is like being forced to wait in line just to get into a store. Visitors might have time for a quick errand, but if your site takes forever to load, they’ll get frustrated and leave. A fast, seamless experience tells customers you value their time.

8. Poor Navigation

Good navigation should be intuitive—like walking into a well-organized store where you can easily find what you’re looking for. If your site’s layout is confusing or the menus are cluttered, it’s like forcing your visitors to wander aimlessly around a crowded store. Organize your pages and clearly label your menus so people know where to go without needing a map.

9. Cluttered Layout

An overstuffed website can feel like digging through a bargain bin, hoping to find a hidden gem. Clear away unnecessary items, group related content, and provide breathing room on your pages. A clean, streamlined look will help visitors focus on what they came for without feeling overwhelmed.

10. Mobile Compatibility Issues

For many people, browsing happens on their phone—whether they’re on the go or lounging on the couch. If your website doesn’t work well on a phone, you’re likely losing many potential customers. Make sure your website is responsive and optimized for mobile, so visitors can have a great experience no matter where they are.

By addressing these common complaints, you’re not only improving your website’s usability but also showing your customers that you respect their time and attention. So take a closer look at your site, make a few tweaks, and watch as visitors start to stick around longer, engage more, and maybe even become loyal customers.