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Mobile web speed and performance generally disappoint

Consumers expect exceptional to be ordinary
Global consumers’ expectations for mobile and application performance are not being met, according to a survey by Compuware Corp. The survey reveals that most global mobile users experience slow or unreliable mobile and application performance.

Today’s mobile users demand exceptional web experiences and highly satisfying, convenient, on-the-go mobile site speeds regardless of their mode of access. The independent survey of more than 4,000 global users worldwide was conducted to understand consumers’ mobile web and application expectations and experiences.

Key survey findings:

•    Mobile users’ expectations for mobile website speed continue to increase. 71% of global mobile web users expect websites to load as quickly, almost as quickly, or faster on their mobile phone compared to the computer they use at home—up from 58% in 2009. However, almost half (46%) said websites load more slowly on their phone.

•    Nearly 60% of web users say they expect a website to load on their mobile phone in three seconds or less, and 74% are only willing to wait five seconds or less for a single web page to load before leaving the site. 50% are only willing to wait five seconds or less for an application to load before exiting.

•    57% of global mobile web users had a problem accessing a website in the past year, and 47% had a problem accessing an app on their phone. More than 80% of mobile web users would access websites more often from their phone if the experience was fast and reliable.

•    Mobile users do not have much patience for retrying a website or application that is not functioning initially—a third will go to a competitor’s site instead. The majority of mobile web users—about eight out of ten—are only willing to retry a website or application two times or less if it does not work initially.

•    A bad experience on a mobile website 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 website that they had trouble accessing from their phone, and 57% 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. 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,” said Steve Tack, chief technology officer, Compuware APM. “Today, 77% 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.”

Tagged under Payments,

John Ginovsky

John Ginovsky is a contributing editor of Banking Exchange and editor of the publication’s Tech Exchange e-newsletter. For more than two decades he’s written about the commercial banking industry, specializing in its technological side and how it relates to the actual business of banking. In addition to his weekly blogs—"Making Sense of It All"—he contributes fresh, original stories to each Tech Exchange issue based on personal interviews or exclusive contributed pieces. He previously was senior editor for Community Banker magazine (which merged into ABA Banking Journal) and for ABA Banking Journal and was managing editor and staff reporter for ABA’s Bankers News. Email him at [email protected].

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