Customer Engagement Stats
We keep the latest facts, figures and interesting data on retail customer engagement posted here.
Mobile
"75% of heavy mobile users said mobile search makes their lives easier, 63% said access to mobile search has changed the way they gather information, and 32% said they use mobile search more than search engines on their computers "
-Performics 2011 Mobile Search Insights Study, conducted by ROI Research |"Consumers are 51% more likely to purchase from retailers that have mobile-specific websites"
-NRF- Mobile Shopper |"49% of consumers who use the mobile web at least once a week made a purchase on their mobile device in the past six months "
-ROI Research Inc |"59% of consumers use their phone to perform mobile shopping activities from home while 28% use their phone in the retail store to perform mobile shopping activities "
-Experian Study, 2011 |"The daily time spent in mobile apps has now surpassed web consumption. The average user now spends 9% more time using mobile apps than the Internet with an average of 81 minutes daily on mobile apps, compared to 74 minutes on the web."
-Flurry - Tech Crunch data |
The Shopping Experience
"78-84% of consumers now rely on their social networks when researching new products "
-IBM Report |"56 % of people believe mobile can make the shopping experience more enjoyable"
-Lightspeed Research |"68% of shoppers want the store associate to be empowered to match competitive pricing online and 58% want more engagement in the aisle. "
-RIS News 2011 Shopper Experience Study |"The top shopper dislike are: Out of stock (73%), Slow checkout (67%) and Store associate with poor knowledge (47%) and different price (Online Vs Store) 28%."
-RIS News 2011 Shopper Experience Study |"The number of items sold goes up by 50% when the consumer interacts with the sales associates."
-Aaron Cheris, Analyst, Bain and Co. |
Cross-Channel Retail
"47% of consumers who have made a mobile transaction in the past year expect the experience on their mobile devices to be better than the experience in-store, 80% expect the experience to be better than or equal to in-store and 85% expect the experience to be better than or equal to online using a laptop or desktop computer "
-Harris Interactive & Tealeaf Surve |"31% of consumers research a product on their mobile device before buying it in-store, while 40 percent of consumers research a product from their smartphone before purchasing it online "
-JiWire Mobile Audience Insights Report Q1 2011 |"67% of retailers see value of having customers use their smartphones within the store and 41 percent said they perceive a lot of value in mobile in-store "
-RSR Researach |"78% of consumers today shop across multiple channels from online and mobile to in-store. "
-Oracle/ATG Cross-Channel Consumer Survey |"42% of shoppers spend more than 50% of their shopping time doing online research, and 89% of consumers making an instore purchase have conducted online research purchase prior to the purchase "
-Chain Store Age study |