Survey says Amazon offers the best mobile shopping experience

Survey says Amazon offers the best mobile shopping experience
The results are in and ForeSee's first Mobile Satisfaction Index has Amazon on top as the company offering the best mobile shopping experience. The index, based on a survey of customers, asks them to score mobile sites on metrics like sales, recommendations and loyalty. Amazon scored 84 out of 100 to finish first. Right behind with a score of 83 is Avon. That seems a bit odd for a company that still relies on door-to-door sales for a large chunk of its business. Apple finished third with a score of 82.

4,500 customers were surveyed by ForeSee in August. The survey showed that those using a retailer's app were a tad more satisfied than those using the same retailer's mobile web site by a score of 80% to 79%. But only 32% of mobile shoppers were using an app as opposed to the 68% that used the mobile web site for their purchasing. Netflix had the largest percentage of shoppers using its app with 59% of visitors to the streaming video site preferring to use the app over the mobile web site. Other leaders in app use include eBay (53%), Groupon (52%) and Walgreen's (48%).

Customers already familiar with a company were more satisfied dealing with them than those who were driven to a company via a link, search or shopping comparison site. Actually, making a purchase was not the number one reason for users to use a retailer's app or mobile web site. 28% visit a retailer's mobile web site or app to get details on a product, 19% use either one to get a price while 17% are checking stock at a store. 76% of those surveyed use a smartphone while 24% used a tablet when accessing the retailer's app or mobile web site.

According to ForeSee, measuring customer satisfaction is important as it is a forward looking indicator of future purchases. 69% of satisfied customers are more likely to make a purchase using their mobile device while 72% of satisfied customers are more apt to recommend the company to friends. 58% are more likely to return to the retailer's mobile web site or app. The top 20 retailers had an aggregate satisfaction reading of 79 with ToysRUs in last place with a score of 76.
source: ForeSee via FierceMobile

FEATURED VIDEO

7 Comments

1. tedkord

Posts: 17311; Member since: Jun 17, 2009

Amazon is awesome. I order through them whenever I can.

5. Pings

Posts: 304; Member since: Dec 19, 2008

Totally! Amazon shipping is 2nd to none. I'll get more than one day free shipping and it will get there the next day. This happens all the time.

2. Quezdagreat

Posts: 428; Member since: Apr 05, 2012

wheres Samsung? :{

3. mas11

Posts: 1034; Member since: Mar 30, 2012

I love Amazon I got my phone there for $100 less than Verizon was charging

4. imkyle

Posts: 1114; Member since: Nov 18, 2010

Amazon does kick ass.

6. Jyakotu

Posts: 867; Member since: Dec 12, 2008

I actually bought my GNex through Amazon after RadioShack increased the upgrade price back to $99 and Best Buy ran out of them. I would recommend people buy/upgrade their phones through Amazon.

7. jroc74

Posts: 6023; Member since: Dec 30, 2010

While I agree with all the positives of Amazon's shipping....I use them alot now.. Newegg shoulda been on there. Newegg must doesnt get used alot. But yea....many times on Amazon, my stuff comes sooner that its supposed to. On one hand its good to get it sooner, but when you are working and trying to take off...it would be nice for it to come on the scheduled date. Now I just wait for the tracking number and leave work early....or take off the next day.

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at https://www.parsintl.com/phonearena or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit https://www.parsintl.com/ for samples and additional information.