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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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Mobile web is disappointing consumers the world over, finds study

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Today’s mobile users demand exceptional web experiences and highly satisfying, convenient, on-the-go mobile site speeds regardless of their mode of access – but they don’t feel they are getting what they want and, if they don't get instant gratification, they pull out.

So finds an independent survey of more than 4,000 global users, including 500 from the UK, conducted to understand consumers’ mobile web and application expectations and experiences by Compuware.

The new survey titled “What Users Want from Mobile” reveals that global mobile users’ expectations are not being met, with a majority of users experiencing slow or unreliable mobile and application performance. As the survey findings illustrate, although mobile users expect quick, anytime transactions that work flawlessly every time, that’s not what they’re getting.

According to the study, mobile users’ expectations for mobile website speed continue to increase. 71% of global mobile web users and 56 % of UK mobile web users expect websites to load as quickly, almost as quickly or faster on their mobile phone compared to the computer they use at home.

Nearly 60% of global web users say they expect a website to load on their mobile phone in 3 seconds or less (UK 49%) and 74% (UK 70%) are willing to wait 5 seconds or less for a single web page to load before leaving the site. 50% of web users (UK 40%) are only willing to wait 5 seconds or less for an application to load before exiting.

Around 57% of web users (UK 54%) had a problem when accessing a website in the past year and 47% (UK nearly 40%) had a problem accessing an app from their phone with a quarter of respondents experience apps that crashed or froze (UK 37%). More than 80% (UK 78%) of mobile web users would access websites more often from their phone if the experience were as fast and reliable as their home or work PC or laptop.

Mobile users do not have much patience for retrying a website or application that is not functioning straight away – a third will go to a competitor’s site instead (UK 29%). 78% of mobile web users (79% UK) are only willing to retry a website two times or less if it does not work initially. 80% of global users (81% UK) would only retry an app twice or less if it failed the first time.

A bad experience on a mobile website leaves mobile users much less likely to return to, or recommend a particular website. Nearly half of mobile web users are unlikely to return to a website that they had trouble accessing from their phone and 57% (UK 56%) are unlikely to recommend the site.

“User expectations for mobile continues to increase, but companies in the UK are not meeting mobile users’ need for fast and reliable experiences. As a result, many companies are failing to take advantage of the opportunities being provided by increased mobile access,” says David Flower, VP EMEA Compuware’s APM division.

Read the full survey <a href="http://ow.ly/5GYXO ">here
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