Whitepaper: Why the Mobile Web is Disappointing End-Users

One thing is clear — the mobile web has crossed the chasm — to the benefit of organizations everywhere. According to The Nielsen Company web visitors using a mobile device increased from 42.5 million in July 2008 to 56.9 million in July 2009. Yet what are mobile users’ expectations and how do they characterize the current mobile web experience?

To find out, Gomez, Inc. commissioned Equation Research to conduct a study of consumers’ mobile Internet usage and perceptions. The survey of 1001 mobile Web users found that mobile users have high expectations for mobile Web performance. Ultimately, the majority stated they expect Web sites to load as quickly, almost as quickly, or faster on their mobile phone, compared to their home or work computer. It also discovered that unsatisfactory mobile Web experiences not only have a negative impact on your revenue but increase your customer support costs and damage your brand equity.