Mobile shopping adoption continues to accelerate, but many retailers are still struggling to deliver the seamless experiences consumers expect. New research from Contact Solutions found that more than half of shoppers encounter difficulties when using mobile shopping apps, often leading to abandoned carts and lost sales opportunities. The findings underscore the growing importance of optimizing mobile commerce experiences, as consumers increasingly expect intuitive, frictionless interactions that make browsing, purchasing, and customer support easier across digital channels.
Through a survey of 1,000 shoppers Contact Solutions hasdiscovered that 55% of shoppers have struggled with the mobile shopping appsthey use at least 20% of the time!
“Based on a survey of over1000 consumers, this new research report reveals that consumers are adoptingmobile shopping at an impressive rate– but a looming problem exists:
• An eye-popping percentage of consumers report struggling with mobile shoppingapps today
• When consumers struggle, 51% will abandon the shopping cart and leave theapp. 20% will leave the app entirely and never return.
Fortunately, consumers toldus exactly how to reduce struggle and improve their mobile shopping experience:
• 92% wanted two of the fixes described in this report.
• 95% said these fixes would make them more likely to buy.”
Perhaps more importantly the results of the survey includesanswers from consumers regarding how merchants can increase revenue, reduceoperating costs, and elevate net promoter scores.
The survey results make it clear that mobile commerce growth alone is not enough to guarantee success. Consumers are willing to shop and buy through mobile apps, but they have little patience for friction, confusing interfaces, or technical obstacles. Retailers that invest in improving the mobile shopping experience stand to benefit from higher conversion rates, lower cart abandonment, stronger customer loyalty, and improved satisfaction scores. As mobile increasingly becomes the preferred shopping channel for many consumers, creating a seamless and intuitive user experience will be a key differentiator in the battle for customer engagement and revenue growth.
The full survey is available here