Retail Mobile App Engagement Benchmarks For The 2019 Holiday Shopping Season

You can read or write about phone number list
Post Reply
jakaria
Posts: 251
Joined: Tue Jan 25, 2022 4:26 am

Retail Mobile App Engagement Benchmarks For The 2019 Holiday Shopping Season

Post by jakaria »

With the festive season, people go on a gift buying spree for their loved ones. The holiday season in 2019 is expected to see approximately $1 trillion in retail sales in the United States, with 48% of total sales attributed to mobile e-commerce. Holiday e-commerce spending in 2019 will grow 13%, more than three times the growth rate of total retail spending. For Shopping brands, it's critical to understand how customers feel about their app usage and find ways to improve the overall customer experience, especially during this peak season. Many brands leverage customer reviews and feedback across various channels to perform sentiment analysis. But what are the common themes that companies in this industry identify in their feedback? Are there certain behaviors or pain points that their clients have in common? How does your brand compare to the competition? In this blog post, we'll help you answer these questions and more by diving into the results we discovered by analyzing apps in the Shopping space. Our hope is that by understanding the key phrases and sentiment behind them from the past year, you will help inform your mobile marketing strategy and product roadmap. Mobile Engagement Benchmarks for Shopping Apps Benchmarking Keyphrases in App Store Reviews In our recent category analysis, we collected and analyzed over 1.7 million App Store reviews for over 300 iOS and Android apps in the Shopping category .

The data consisted of raw text from customer reviews extracted in their native format. Text mining techniques were used to convert the textual data into meaningful sentences relevant to the ongoing analysis. We have identified key topics and important phrases at the macro level, based on the frequency of their appearance in the Bulk SMS Service customer reviews analyzed. Each sentence was then assigned a three-level sentiment classification for positive, neutral, and negative sentiment directions. With enough data, these aggregated metrics can serve as high-level benchmarks to help a customer assess the performance of their own application. For example, topics that are associated with high overall positive sentiment mean customers love using mobile app features. Brands could then invest their efforts in including related features in their apps and improve their UX. On another side,App benchmarks not only help define the product roadmap for a brand's app, but can also help gain insights into the features and functionality of the app that everyone is looking for. market customers. Key insights from last year's holiday season For the 2018 holiday season, customers shared comments regarding " customer service " most often, and the overall sentiment towards this topic was mostly negative.

Mobile Engagement Benchmarks for Shopping AppsBased on a sample of reviews on this topic, customers expressed dissatisfaction with not being able to contact customer service for refunds, order status, account information, orders, and more. Here are some examples of reviews that reflect these commonalities:"(I) will never buy this app again, I still haven't received my refund and there is no customer service line or response to emails!" – Android review, negative sentiment"(The) biggest problem is bad customer service, your customer service is what's bad. If there are issues, hard to troubleshoot when it's not the standard issue you present in your auto attendant. That's why it's important to talk to an American live customer service person. But, you don't provide that anymore” – iOS review, negative sentimentA closer look at the “customer service” category reveals two main trends: Customers expressed a strong negative feeling of not being able to reach a customer service channel. Brands shouldn't overlook the importance of providing a dedicated customer support platform to their customers. Such a channel is essential for high customer satisfaction and increased trust as a result. Customers overwhelmingly preferred human interaction over chatbots or automated IVRs (interactive voice responses) for problem resolution. While chatbots can help augment the support experience to some extent, they shouldn't be the only support platform for businesses. Other common topics and phrases that denoted negative sentiment include signing in/signing in, fixing specific app functions, app sections or features not working, credit card, items ordered Not Received, Connectivity, Apple Pay, App Error Messages/Crashes, Search Functionality, and App Loading Issues
Post Reply