1. 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