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Does Language Matter?
Have
you ever been on the “wrong” side of a conversation
in another country, where your language skills stopped
at “where’s the bathroom?” Or while searching online,
have you found the perfect website, only to realize
you couldn’t read the text? In the former scenario,
you likely would seek out the concierge or anybody
who might help you communicate. On the Web, however,
you are more likely to skip to the next website in
your search results.
Now, think about your own website and your CEO’s
plans to increase the amount of revenue coming from
international visitors. What kind of financial return
do you expect when you globalize your website? If
you translate the e-commerce pages, will more people
purchase from your site? Or is English enough for
the (still) English-saturated Web? Will those global
surfers see that their language is missing from your
drop-down menus and head to a website that they can
read? To quantify the actual benefits that companies get
from tailoring their marketing and sales material
to national audiences, Common Sense Advisory surveyed
over 2,400 consumers in eight non-English-speaking
countries about their online buying habits and preferences.
But this survey wasn’t just about English. We used
English as a proxy for any language in which a company
chooses to market to people who speak a different
tongue. For example, Western Europeans and Asians
regularly target US audiences, and most of them smartly
do so in English. Thus, we believe that our survey
findings represent best practices for doing business
in any language in any foreign market—such as Japanese
selling to Germans, for example, or Czechs selling
to Thailand. CONSUMERS WANT Our goal in conducting this research was to help
a marketing executive make that airtight business
case for website globalization. We sought to establish
correlations among language, visitation to English-
language sites, and the likelihood to purchase various
goods and services from these sites. We surveyed over
2,400 consumers from eight non-Anglophone countries:
Brazil, China, France, Germany, Japan, Russia, Spain,
and Turkey. At least 300 people completed the online surveys
conducted in each of eight languages for a grand total
of 2,430 consumer responses. And we included data
only from consumers who had bought something on the
internet. We focused our analysis on the biggest determinant
of behavior across the entire sample—competence in
English. We asked participants to characterize their
ability to read and understand English. As a subjective
assessment, their answer to this question indicated
their confidence in using English to make purchasing
decisions. Worldwide, this subjective rating included respondents
with no English (6.5%), a little English (34.7%),
fairly good English (27.7%), good (17.9%), and fluent
(13.3%). We boiled these five groups down to two categories,
“none or low” (for no English or a little) versus
“proficient” ability in English (for those who say
it’s fairly good, good, or fluent). ENGLISH-LANGUAGE SITES ATTRACT FOREIGN VISITORS Anglophone websites attract visitors from around
the world. We asked our respondents how often they
visit sites where the content is mainly English. The
frequency choices included “more than three times
per week,” “once a week,” “monthly,” “less than once
per month,” and “never.” For this analysis, we compressed
these five options into two groups: (1) those who
visit English-language sites at least monthly and
(2) people who rarely or never drop by such sites
(see Figure 1).
Figure 1: English sites
draw visitors, regardless of linguistic competence.
Visits to English-language sites remain high
Over two-thirds (67.4%) of our eight-nation sample
fell into the first category, “more than three times
per week.” Nearly one-third (32.6%) of our respondents
seldom or never visit English-language sites. Why
do so many people visit websites not offered in their
mother tongue? Most of the world’s best known brands
focus their online spending on their English-language
properties, and many heavily trafficked websites show
their best face to Anglophones. People with limited English skills stop by,
but less frequently We questioned whether consumer confidence in English
as a second language factored into a consumer’s decision
to visit an Anglophone site. We found that 45 percent
of the participants with no-or-low confidence in their
English were regular visitors, while 83 percent of
those who felt more competent in their language skills
made at least monthly visits to English- language
sites. Figure 2: Nationality
affects visitation to English-language sites. Some nationalities are less inclined to visit
than others Country of origin determined the frequency of visits
to English-language destinations (see Figure 2). Disregarding
the language confidence variable, we found that 59
percent of our French respondents avoid English-language
sites, while 87.6 percent of the Turks show up at
least once per month. We conjectured that the scarcity
of in-language content was a determinant for Turkey
and China, until we factored in the high visitation
rates of Spain and Germany. (see Figure 3 below) INTERNATIONAL VISITORS SPEND MORE TIME AT
SITES IN THEIR LANGUAGES Once we found out that our survey respondents were
indeed visiting English-language sites, we clocked
how much time they spent there compared to destinations
offered in their own languages (see Figure 3). We
gave them four choices equating to “most of my time
is spent on English-language websites,” “I spend about
an equal amount of time on sites in my own language
and English,” “I spend most of my time on sites in
my own language,” and “I visit only sites in my own
language.” Most people favor quality Web time in their
mother tongue Across the eight countries, nearly three-quarters
(72.1%) of the respondents spend most or all of their
time on sites in their own languages. Less than one-fifth
(17.6%) split their visitations equally between natal-language
and Anglophone sites, while just one out of 10 respondents
(10.4%) favors English properties. Language competence ups the ante We found that survey participants with no-or-low
confidence in their English skills were six times
more likely to avoid English sites; 89.3 percent spend
most or all of their time on sites in their native
languages. For those with more linguistic skills at
their command, 60.6 percent said they devote more
of their Web visiting time to natal-language addresses.
While we did not ask which English-language sites
attracted those with little or no competence, we suspect
they would be media-heavy and search sites, for which
linguistic competence would be less of an issue.
Figure 3: Consumers
prefer spending time on sites in their own languages.
Source: Common Sense Advisory, Inc. Brazilians are more likely than most to spend
lots of time at English sites With the language proficiency variable removed, we
found that Brazilians had the greatest tolerance for
English- language sites—just 32.5 percent of them
spend most or all of their time on Portuguese sites,
which is less than the 40.8 percent who dedicated
most of their visits to Anglophone properties. The
French (89.9%) and Japanese (87.1%) tend to spend
more time on mother-tongue sites than any of the other
nationalities. Even for those respondents comfortable using English,
most people favor time at sites published in their
own languages. Without a compelling need, they won’t
find a reason to spend very much time at your site.
Over time, English-language sites should expect fewer
foreign visitors, as more information resources come
online in local languages. CONSUMERS PREFER BUYING FROM SITES IN THEIR
LANGUAGES We also asked our respondents about how often they
purchased goods or services from English-language
sites. The choices paralleled the site visitation
question: “most of my purchases are from English-language
websites,” “some are from English-language websites,”
“I rarely buy from English-language websites,” and
“I never buy from English-language websites.” Across the worldwide sample, only one-quarter (25.5%)
of our respondents do most or at least some of their
shopping from English-language sites—compared with
the 67.4 percent who visit these sites regularly (see
Figure 4). Just 10 percent of the respondents with
limited English told us that they make most or all
of their online purchases from Anglophone websites.
Here’s the number that you’ve been waiting for: International
visitors who had little or no English were six times
less likely to buy from English sites than those who
had more confidence in their English. The fact that
some users with no or low competence buy at all from
English sites indicates some unmet need—typically
a product or service that is not available from sites
in their own languages. English-language confidence
raises that purchasing percentage to 37 percent.
Figure 4: Most foreign visitors do not buy on english-language websites. Source: Common Sense Advisory, Inc. There is a strong correlation between the time people spend on a website (Figure 3) and their propensity to buy (Figure 4). Thus, the more someone browses, the more likely that person is to buy. Language becomes a stickiness factor, but it is not the only thing that limits buying. For example, some sites prevent foreign consumers from purchasing because the sites do not support foreign currencies and postal codes. Nationality also enters into the buying equation; French and Russian consumers are much less likely than Spaniards to buy from an English-language site. Even with transactional limitations, this disparity between visitation and buying rates offers compelling evidence that purchasing sets a higher bar for language than for mere browsing. DOES LANGUAGE MATTER? This article only scratches the surface of our full study, “Can’t Read, Won’t Buy: Why Language Matters on Global Websites” The full report reviews buying preferences and behaviors across a range of consumer services and goods; it discusses the hierarchy of brand, language, and cost; it outlines the increasing weight of language over a buyer’s evolving relationship with your company; and it demonstrates the critical importance of translation and localization in converting lookers to buyers. Our conclusion: Yes, language does matter, but that’s not all. Even for consumers who feel comfortable with English, many of them prefer buying in their own languages. Most want customer support that is similarly accessible. And with websites lacking local currency or transaction support, many non-native speakers discover that buying from English-language sites is literally an impossible undertaking. Surprised? You shouldn’t be. We weren’t. Then again, we never fail to be taken aback when a naïve decision maker thinks his company can survive by selling in just English, “for another year, until the business case is really solid.” Or he decides to limit foreign-languages to a small part of the company website, because, “If they can see how to contact us in German, that may be enough for now.” ABOUT THE AUTHOR Don DePalma is the founder and chief research officer of the research and consulting firm Common Sense Advisory. Don also is the author of the premier book on business globalization, Business Without Borders: A Strategic Guide to Global Marketing. FOOTNOTES Wordbank, Lionbridge, and Idiom underwrote the data collection effort but they did not participate in the selection of panelists or in the analysis of the data we collected. “Design Practices for Global Gateways” by Donald A. DePalma and Renato S. Beninatto (Common Sense Advisory, Inc., September 2003). “Business Without Borders: A Strategic Guide to Global Marketing” by Donald A. DePalma (John Wiley & Sons, Inc., 2002).
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