Source: Contact Solutions
Notes: Asked what they do when they struggle using a mobile app for shopping, 51% share of mobile owners responding to the Contact Solutions survey reported that they close the app and abandon their shopping cart. As such, respondents are as likely to abandon their cart than they are to attempt to finish their transaction by going to the website using a desktop or laptop (40%) or by going to the store and shopping there (11%). That’s an important point, given that 55% of respondents struggle at least 20% of the time when using a mobile app to shop. Separately, 43% say they have come to expect no customer service at all from mobile apps.
About the Data: The Contact Solutions shopping habits survey was conducted via online survey during August of 2014. More than 1,000 adults (all smartphone and/or tablet owners) representative of the US consumer population responded to the survey.