Street Survey 010: Do you have good experiences on mobile retail websites?

By Summit | Thursday 27th June 2013

Mobile Site Experience

Shopping on a mobile device is becoming more and more popular, but how many retailers have got the mobile site experience right?

This question is becoming more and more important as increasing numbers of shoppers access their favourite retailers while on the move.

That means they pick up their smartphone and access the site on a small screen, and more often than not the website is not optimised for that small screen size.

eConsultancy Report

According to eConsultancy’s third annual Reducing Customer Struggle report 27% of organisations surveyed reported a customer rating of Good (23%) or Excellent (4%) for the user experience on their mobile sites.

Question: What makes for a good experience on a mobile site?

We asked the High Street shopper about their experience and found more complaints than praise. According to them, check out how Amazon does it. They appear to have gotten it right.

Where are mobile sites going wrong? Watch the video to see for yourself, but the main points include: clumsy navigation, pop-up adverts and squashed content. They all want the same experience they love on desktop sites transferred to mobile!

The report was created by eConsultancy in association with IBM Tealeaf. See the report here.