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


Bringing Teams to the table – Adding value by integrating Microsoft Teams with business applications
A decade ago, the idea of digital collaboration started and ended with sending documents over email. Some organisations would have portals for sharing content or simplistic IM apps, but the ways that we communicated online were still largely primitive.

Automating CX: How are businesses using AI to meet customer expectations?
Virtual agents are set to supplant the traditional chatbot and their use cases are evolving at pace, with many organisations deploying new AI technologies to meet rising customer demand for self-service and real-time interactions.