Positive mobile experiences ‘boost customer loyalty’

45 per cent of UK consumers would recommend a retailer if it had a world-class mobile experience, according to new research.

41 per cent said they would be more loyal to the brand, while 28 per cent said they would spend more money.

A survey of 1,000 consumers by Apadmi, also found that 46 per cent of Brits would leave a positive review for a brand with a world-class mobile experience.

Mobile app shopping is in high demand for younger consumers, with 98 per cent of those aged 16-34 having shopped with a retailer via a mobile app, compared to just 58 per cent of respondents aged 55+, according to the research.

The most common future developments consumers are excited to see are cited as virtual reality (36 per cent), mobile-assisted in store shopping (35 per cent) and social commerce (26 per cent).

“Customer behaviour continually changes, and the pandemic accelerated a shift towards hyper-convenient services with minimal effort,” said Adam Warburton, head of digital products, Co-op. “This was obviously felt through growth in e-commerce, but more nuanced was the shift towards shopping local which enables customers to still achieve same-day convenience but with the added benefit of supporting their local community. This is a relatively untapped space from a mobile perspective and is one to watch."

    Share Story:

Recent Stories


The future-ready CFO: Driving strategic growth and innovation
This National Technology News webinar sponsored by Sage will explore how CFOs can leverage their unique blend of financial acumen, technological savvy, and strategic mindset to foster cross-functional collaboration and shape overall company direction. Attendees will gain insights into breaking down operational silos, aligning goals across departments like IT, operations, HR, and marketing, and utilising technology to enable real-time data sharing and visibility.

The corporate roadmap to payment excellence: Keeping pace with emerging trends to maximise growth opportunities
In today's rapidly evolving finance and accounting landscape, one of the biggest challenges organisations face is attracting and retaining top talent. As automation and AI revolutionise the profession, finance teams require new skillsets centred on analysis, collaboration, and strategic thinking to drive sustainable competitive advantage.