Infographic - An App is Not Enough: Capturing the Missed Opportunity

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The document summarizes survey results about consumers' perceptions of retail mobile apps. 73% of respondents said a mobile app's performance would impact their view of the retailer. 68% would be discouraged from future purchases if an app or website had negative experiences. 75% would be encouraged to return to a retailer if a prompt personal apology and offer was given for technical issues preventing purchase completion via an app/website. 57% said their shopping experience would improve with an app providing store assistants details of past purchases to enable tailored in-store assistance. 53% would be encouraged to download a retail app if it promised exclusive offers, rewards and content.

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

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