May 8, 2023 by Testomato

Reasons Customers Don’t Trust Your Website and How to Fix Them

Your website is the face of your business in the digital world — and you should make sure it’s a face your customers love.

Reasons Customers Don’t Trust Your Website and How to Fix Them

Your website is the first point of contact for many customers, and you need it to make a positive impression. Unfortunately, many customers don’t trust websites that don’t look professional, secure, or reliable.

In this article, we’ll explore the main reasons why customers don’t trust websites and how to fix them.

What Causes Customers to Lose Confidence in Your Website?

Customers can lose confidence in your website for a variety of reasons, including:

  • Design and usability issues: Poor typography, cluttered layout, and confusing navigation can make your website look unprofessional and difficult to use.
  • Content quality: Grammatical errors, plagiarism, and irrelevant or outdated content can make customers think that your website is unreliable and untrustworthy.
  • Security issues: Customers may not feel safe using your website if it doesn’t have the proper security measures in place, such as SSL certificates, firewalls, and encryption technologies.
  • Performance and downtime issues: Slow load times, broken links, and frequent downtime can frustrate customers and make them doubt your website’s reliability.

However, there are other factors that can contribute to a loss of customer confidence in your website, such as a lack of transparency. If your website doesn’t provide clear and concise information about your business, products, and services, customers may feel like they’re being misled.

Another factor that can cause customers to lose confidence in your website is the lack of social proof. Without customer reviews, testimonials, or case studies, customers may question the quality and reliability of your products or services.

Finally, if your website doesn’t have a clear call to action, customers may not know what they’re supposed to do next. This can lead to confusion and frustration, making them less likely to trust your website and take the desired action.

Whatever issue is causing your website to rate as less than excellent on the “trustability” scale, addressing these issues and providing a transparent, reliable, and user-friendly experience, can help you rebuild trust and establish a loyal customer base.

Identifying and Resolving Security Issues

Security is one of the biggest concerns for online customers, and any perceived weakness in your website’s security can quickly erode their trust.

First and foremost, it’s important to understand the different types of security threats that your website may face.

One of the most common types of security threats websites face is malware infections. Malware, short for malicious software, refers to various forms of harmful code designed to infiltrate and compromise a website’s integrity. These infections can lead to data theft, unauthorized access, and even defacement of the website.

Another prevalent security threat is brute force attacks. These attacks involve cybercriminals using automated tools to systematically attempt numerous combinations of usernames and passwords until they gain access to a website’s backend. Once inside, they can wreak havoc on your site by altering content, stealing sensitive data, or distributing malware to your site visitors.

Phishing attacks are another serious concern for website owners. These attacks involve creating a fraudulent replica of a legitimate website to deceive users into disclosing sensitive information, such as login credentials or financial information. Cybercriminals then use this information to access the real website and exploit its vulnerabilities.

Lastly, SQL injections pose a significant risk to websites with databases. In this type of attack, hackers exploit vulnerabilities in a site’s SQL code to gain unauthorized access to the database. By injecting malicious SQL statements, they can manipulate, steal or even delete valuable information stored within the database.

Once you have a good understanding of the types of threats your website may face, you can take steps to protect your site against them. Here are some additional steps you can take:

  1. Regularly update software: Make sure all software used on your website is up-to-date with the latest security patches to prevent vulnerabilities from being exploited.
  2. Use strong passwords: Encourage users to use strong passwords and implement password policies that require a combination of uppercase and lowercase letters, numbers, and special characters.
  3. Limit user access: Only give users access to the areas of your website that they need to do their job. This will limit the potential damage that can be caused if their account is compromised.
  4. Monitor website activity: Keep an eye on your website’s activity logs to detect any suspicious activity, such as multiple failed login attempts or unusual file uploads.
  5. Have a disaster recovery plan: In the event of a security breach, have a plan in place to quickly and effectively respond to the situation to minimize damage.

By following these steps and staying vigilant, you can help protect your website and your customers from security threats.

How website downtime can hurt your business

Website downtime is a serious problem that can cause significant damage to your business. It occurs when your website is not accessible to users due to various factors, including server issues, software malfunctions, and cyber attacks. When your website is down, it can hurt your business in several ways:

Lost revenue

If your website is down, you won’t be able to make sales, accept payments, or process orders, which can lead to lost revenue. This can be especially damaging if you have an e-commerce website and rely on online sales to generate income.

Reputation damage

Customers may view your website as unreliable or unprofessional if it’s frequently down or slow to load. This can damage your reputation and make it harder to attract new customers. It can also lead to negative reviews and comments on social media, which can further harm your business.

SEO impact

Search engines like Google take website uptime and downtime into account when ranking websites. If your website frequently experiences downtime, search engines may penalize your website’s search rankings, causing a drop in web traffic. This can make it harder for potential customers to find your website and can hurt your business’s online visibility.

It’s important to take steps to mitigate the impact of website downtime. One effective strategy is to use a third-party monitoring tool that alerts you when your website goes down. This can help you quickly identify and fix the issue, minimizing the amount of time your website is offline. Additionally, you can consider using a content delivery network (CDN) to distribute your website’s content across multiple servers, reducing the risk of downtime due to server issues.

Another way to reduce the impact of website downtime is to have a solid disaster recovery plan in place. This plan should outline the steps you’ll take in the event of a website outage, including who will be responsible for fixing the issue and how you’ll communicate with customers and stakeholders.

Finally, it’s important to regularly test your website’s uptime and response time. This can help you identify potential issues before they become major problems, allowing you to take proactive steps to prevent downtime and keep your website running smoothly.

How to Regain Customer Trust

There are several steps you can take to build and maintain customer trust:

Provide relevant and high-quality content

Customers are more likely to trust a website that provides accurate, up-to-date, and valuable information about your products, services, or industry.

Show social proof

Display customer testimonials, case studies, certifications, awards, and badges to demonstrate your credibility and social proof.

Offer transparent policies

Be transparent about your shipping, returns, privacy, and security policies, so customers know what to expect from your website.

Use trust seals and logos

Display trust seals, such as Norton Secured, McAfee Secure, and BBB Accredited, to indicate that your website has undergone security and quality checks by reputable organizations.

How Performance and Error Monitoring Can Help

Performance and error monitoring can help you identify and fix issues on your website, such as broken links, slow load times, and error messages, that can negatively impact customer trust. Here are some monitoring tools you can use:

  • Google Analytics: Tracks your website traffic, user behavior, conversion rates, and other metrics to help you optimize your website’s performance.
  • Testomato: Monitors your website’s uptime and response time from multiple server locations, and alerts you when it goes down.
  • Sentry: Captures and logs any errors or exceptions that occur on your website, and provides insights into their cause and impact on user experience.

By using the right monitoring tools and analyzing your website’s performance data, you can proactively detect and fix issues before they harm your customers’ trust in your website.


Building and maintaining customer trust is critical for the success of any online business. By addressing the main reasons why customers don’t trust websites, such as security issues, performance problems, and content quality, and implementing effective solutions, such as SSL certificates, monitoring tools, and transparency policies, you can increase your website’s credibility, reputation, and sales.

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