2013 Eptica Mobile Customer Experience Study

MAJORITY OF CONSUMERS UNHAPPY WITH MOBILE WEB EXPERIENCE

TOP FIVE FACTORS THAT PUT PEOPLE OFF INTERACTING WITH COMPANIES:

SIGNIFICANT GENDER DIFFERENCES:

of consumers said that over half of websites they visited were not optimised for mobile devices

of women are happy with the mobile experience on over half of sites they visit – compared to just 46% of men

Based on a UK consumer survey of 1,000 people, August 2013To read the press release go to http://www.eptica.com/Eptica-Mobile-Experience-Study.html

46%

48%

54%

52%52%

54%

36% Sites that lacked functionality compared to standard sites

34% Sites that were slow to load

34% Sites that were difficult to navigate as they were not optimised for smaller screens

22% Lack of an app for consumer’s device

18% Difficult to find information on a company’s mobile site

Number 1 complaint:

37% Lack of functionality

38% Poor optimisation for smaller screens