New Study Reveals Mobile Web Disappoints Consumers
Detroit-based Compuware Corp. (Nasdaq: CPWR) Tuesday published the findings of a new survey that shows global consumers' expectations for mobile and application performance are not being met.
The independent survey of more than 4,000 global users worldwide was conducted to understand consumers' mobile Web and application expectations and experiences.
The new survey, titled "What Users Want from Mobile," reveals that global mobile users' expectations are not being met, with a majority of users experiencing slow or unreliable mobile and application performance. As the survey findings illustrate, although mobile users expect quick, anytime transactions that work flawlessly every time, that's not what they're getting.
Key survey findings include:
* Mobile users' expectations for mobile Web site speed continue to increase. Some 71 percent of global mobile Web users expect Web sites to load as quickly, almost as quickly or faster on their mobile phone compared to the computer they use at home -- up from 58 percent in 2009. However, almost half -- 46 percent -- said Web sites load more slowly on their phone.
* Nearly 60 percent of web users say they expect a Web site to load on their mobile phone in three seconds or less, and 74 percent are only willing to wait five seconds or less for a single Web page to load before leaving the site. Half, 50 percent, are only willing to wait five seconds or less for an application to load before exiting.
* Of global mobile Web users, 57 percent said they had a problem accessing a Web site in the past year, and 47 percent had a problem accessing an app on their phone. More than 80 percent of mobile Web users would access Web sites more often from their phone if the experience was as fast and reliable.
* Mobile users do not have much patience for retrying a Web site or application that is not functioning initially -- a third will go to a competitor's site instead. The majority of mobile Web users are only willing to retry a website (78 percent) or application (80 percent) two times or less if it does not work initially.
* A bad experience on a mobile Web site leaves mobile Web users much less likely to return to, or recommend, a particular Website. Nearly half of mobile Web users are unlikely to return to a Web site that they had trouble accessing from their phone, and 57 percent are unlikely to recommend the site.
"We conducted this study as a follow-on to our 2009 study that showed mobile users had high expectations, but the majority experienced poor mobile performance," said Steve Tack, chief technology officer of Compuware application performance management. "Almost two years later, user expectations for mobile continue to increase, but companies are still not meeting mobile users' needs for fast and reliable experiences. Today, 77 percent of top companies across multiple verticals have mobile page load times of five seconds or more, while mobile users are only willing to wait five seconds or less for a web page to load before leaving the site. Poor performance is preventing many companies from taking advantage of the opportunities being provided by increased mobile access."
To read the full survey findings, go to http://ow.ly/5GYXO
Gomez offers technology for optimizing the performance of Web, non-Web, mobile, streaming and cloud applications. Driven by end-user experience, Gomez provides a unified view across the entire application delivery chain, from a user's browser or mobile device, across the Internet or a corporate WAN, in the cloud, to inside the data center, eliminating blind spots from the First Mile to the Last Mile.
Gomez' parent, Compuware, provides software, experts and best practices to ensure technology works well and delivers value. Compuware solutions make the world's most important technologies perform at their best for leading organizations worldwide, including 46 of the top 50 Fortune 500 companies and 12 of the top 20 most visited U.S. web sites. More at www.compuware.com.
