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Consumers’ Mobile Technology Expectations vs. Reality An independent study of the mobile technology experiences of 1,000 consumers in the U.S. found...
CONSUMERS’ EXPECTATION VS. REALITY
believe they should be able to earn/redeem loyalty points from their mobile phone
44% 31%
claim they can earn/redeem loyalty points from their mobile phone
feel brands should have the same look/feel across channels
39% 22%
say they experience the same look/feel across channels
think they should be able to pay for a purchase with their mobile phone
33% 24%
say they can pay for a purchase with a mobile phone today
their n o d se A” ba ences “ n a s ri tailer nce expe e r e a iv uld g gy to enh o w eet ions” t m a “ t 16% f technolo c s r e pe retail et ex e y a use o m s rs tly d sume consisten n o loa t o c g f n n i o too lo 54% tations” or “ e k a t s c bsite expe e w ’ s iler l reta es e is e f ology n 33% bile devic h c o ent te m on m y a p obile m k n st hi 31% tsistent, at be incon
CONSUMERS GIVE RETAILERS A GRADE OF C/D
RETAIL REPORT CARD: INCONSISTENT MOBILE EXPERIENCES Consumers rank the most frustrating part of their current shopping experiences:
CANNOT DISPLAY PAGE
42%
37%
26%
Slow mobile load times
Inconsistent user experience
Not enough information accessible via mobile devices
45%
of consumers feel that the user experience across multiple mobile devices is inconsistent and frustrating
36%
choose to only use certain devices for certain activities – those they feel are best-suited for each activity
HOW CONSUMERS USE MOBILE DEVICES 67% Shopping 46% Banking 41% Downloading content 35% Researching or making hotel/overnight reservations
27% Ordering take-out
Which industry uses technology most effectively to enhance consumer experiences?
28%
24%
17%
Retailers
Airlines
Hotels/ Accommodations
CONSUMERS SPEAK UP: WHAT CREATES POSITIVE EXPERIENCES Consumers rank what contributes to an overall positive shopping experience: customer 79% friendly service speedy checkout
69% process 50%
easy-to-use mobile app
personalized promotions/
46% deals
Research comissioned by Mobiquity Inc. and conducted by Research Now Download the full report at: www.mobiquityinc.com/frustratedshopper-report-2015
www.mobiquityinc.com