According to a new survey, 88 percent of those who shop on their smartphone have had negative experiences.
With 71 percent of smartphone owners indicating they shop using their mobile device, the survey by Skava, an e-commerce technology provider, found that smartphone shopping is becoming more common, but users aren't having so much fun.
When asked about their biggest pain points when shopping on mobile, mobile shoppers responded:
- Retailers' websites are harder to navigate and use on a mobile device than on a desktop (51 percent);
- Product images are too small to make buying decisions (46 percent);
- Concerns over security (41 percent);
- Checkout process is a pain (26 percent).
Other challenges include concerns over data usage costs, difficulties in adding coupon codes and mobile website speed. Some shoppers believe that products are more expensive on a mobile website, while others have concerns over clicking the wrong buttons when making purchases.
Thirty percent claim they would never return to that particular retailer's mobile website again after a negative experience. Furthermore, 29 percent of smartphone owners claim it would be six months or more before giving a retailer's mobile website a second chance, while 33 percent would immediately defect to a competitor and 36 percent would abandon the purchase altogether after a sub-optimal experience.
Harris Interactive conducted the survey of 2,085 U.S. adults online.