New Research Study Finds Brands Fall Short on Consumer Expectations for Mobile Experiences

33 percent of consumers never purchase from a brand again after an unsatisfactory experience on mobile

Sausalito, Calif., – Feb. 23, 2016 – Sitecore®, the global leader in experience management software, today announced the results of a global consumer study conducted in conjunction with Vanson Bourne, which analyzed 4,500 consumers in 11 countries about their attitudes toward mobile interactions, expectations, and experiences. 

Key among the findings is that when mobile expectations are not met, an overwhelming 93 percent of those surveyed take immediate action, with 33 percent never purchasing from the brand again. Alternatively, when a good mobile experience is achieved, 76 percent report that it has an influence on their loyalty to a brand. 

Six in ten consumers do not feel that their mobile experience expectations are completely met. Three top areas of concern include user experience where only 24 percent are completely satisfied, only 23 percent feel that there is continuity between the mobile and web experiences, and just 21 percent think they are getting adequate customer service.

The research reveals that brands need to be able to build trust more quickly with consumers, where they are reassured about security, convenience and speed, and by helping consumers understand the importance of secure logins, strong passwords, and features like auto-logout, etc. 

While the research confirms brands need to focus on improving mobile experiences in real time, brands must also implement a flexible strategy and anticipate consumer expectations to evolve over time. Two-thirds of those surveyed admitted their expectations and requirements as a customer will change within the next three years. 

“The number of customers consuming content on their mobile devices has grown 41 percent compared to just one percent on the desktop,”* said Scott Anderson, CMO, Sitecore. “The Vanson Bourne research reveals vast unmet consumer expectations and a very real need, in terms of loyalty and sales, for businesses to close the gap between consumer expectations and what brands deliver today.”

“People expect businesses to design a thoughtful mobile experience that helps them go through their journey. They want businesses to understand their intent and design content, paths, and outcomes that align with the context of each moment of truth. They don’t want generic click paths, 1990’s websites, marketing-speak, gimmicks, or friction,” said Brian Solis, analyst and author of the Sitecore ebook, Mobile is Eating the World.

Other key findings:

  • Sixty-two percent of consumers are willing to share online activity and preferences to varying degrees in order to receive a more personalized customer experience when making an online purchase.
  • Ordering on the move (27 percent), and having mobile apps that can adapt and react to location (25 percent) are also expected to become requirements for consumers over the next three years.
  • The most regularly used types of branded apps are apps for online banking (30 percent), apps to monitor household bills (17 percent), and apps to buy consumer goods (17 percent).

About the research
The study is based on a survey of 4,500 global consumers based across North America, Europe, and Asia-Pacific and conducted by Vanson Bourne in January and February 2016. The quantitative survey sampled mobile users and reflects a representative mix of digital consumers age 18 and up. Demographic information collected for the survey included income, geography, gender, and age.

About Sitecore

Sitecore is the global leader in experience management software that enables context marketing. The Sitecore® Experience Platform™ manages content, supplies contextual intelligence, and automates communications, at scale. It empowers marketers to deliver content in context of how customers have engaged with their brand, across every channel, in real time. More than 4,600 customers—including American Express, Carnival Cruise Lines, easyJet, and L'Oréal—trust Sitecore for context marketing to deliver the personalized interactions that delight audiences, build loyalty, and drive revenue. For more information, follow us at @sitecore or visit sitecore.net.

Contacts

Media:
Sitecore
Ryan Donovan
pr@sitecore.net

Eastwick for Sitecore
Veronica Herico
415.820.4168
sitecore@eastwick.com

*Source: https://www.comscore.com/Insights/Presentations-and-Whitepapers/2015/The-2015-US-Mobile-App-Report

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