73% OF RESPONDENTS

STATE THAT THE PERFORMANCE OF A MOBILE APP WOULD

IMPACT THEIR PERCEPTION OF THE RETAILER

68%

CLAIM THAT A NEGATIVE EXPERIENCE WITH A RETAIL APP OR WEBSITE

WOULD DISCOURAGE THEM FROM MAKING FUTURE PURCHASES FROM THAT RETAILER

OF RESPONDENTS

75%

SAID THAT IF THEY WERE UNABLE TO COMPLETE A PURCHASE VIA AN APP/WEBSITE DUE TO TECHNICAL ISSUES

A PROMPT PERSONAL APOLOGY, OFFER OR DISCOUNT WOULD ENCOURAGE THEM TO REVISIT THE RETAILER

OF RESPONDENTS

57% OF CONSUMERS

STATE THAT THEIR SHOPPING EXPERIENCE

WOULD BE IMPROVED BY AN APP THAT

PROVIDES STORE ASSISTANTS WITH DETAILS OF PAST PURCHASES TO FACILITATE A TAILORED IN-STORE EXPERIENCE

53% OF CONSUMERS

WILL BE ENCOURAGED TO DOWNLOAD A RETAIL APP IF

IT PROMISED EXCLUSIVE OFFERS, REWARDS AND CONTENT

AN APP IS NOT ENOUGHCAPTURING THE MISSED OPPORTUNITY