Most Britons feel alienated by shopping online according to a report released last week.
The report, from London Bridge Software (LBS), found that 41 percent of 1,000 shoppers questioned feel that technologies enabling shopping such as the Internet make them feel more remote from the companies they are doing business with.
Forty percent of those questioned think that, far from making their lives easier, such technology makes things more complicated.
"The satisfaction gap between what customers experience and what companies believe means there is a real dilemma for large organisations," says chief executive of LBS, Gordon Crawford.
"They know they have to act quickly to keep up in a market moving at breakneck speed, but these figures show that the wrong technology can actually make things worse."
Take me to the e-commerce special.