Customer drop-off rates: According toJupiter Research, 71 percent of sites do not analyzecustomer drop-off rates, even though 66 percent of consumersreported having abandoned a purchase while on a website.Companies can use clickstream analysis to determine theirdrop-off rate. In order to improve it, they can conductusability testing to see where users have troublemaneuvering on the site. Although Saabusa.com, for example,is still looking for a Web analytics package, it has used ahosted package from Vividence, which sets up panels of usersand then analyzes the data from their actions. Where SaabCars USA would normally count an online sign-up for atest-drive a success, usability testing can determinewhether the process of signing up was pleasant or awful forthe user. And most customer drop-offs come when the processbecomes awful.