Survey: Consumers Say Mobile App Experience Influences Brand Loyalty

A new study conducted by Vanson Bourne and Sitecore found that consumers are very willing to take action if a brand fails to meet their expectations with its mobile app. In the survey, 80 percent of consumers said the mobile experience was a top consideration when deciding whether to make a purchase with a brand, and 76 percent said a good mobile experience influences their brand loyalty. In addition, 33 percent said they would stop using a brand entirely if it wasn’t meeting their needs.

The report also noted, “Consumers expect good mobile experiences to include responsive customer service, the ability to compare options before deciding and a well-designed, functional user experience.”

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