A survey of mobile web users found that 58% expect websites to load as quickly or faster on mobile as on desktop. However, 60% of mobile users experienced problems in the past year, with slow load time being the most common issue reported by 75%. Poor mobile site performance negatively impacts brands, as 52% of users are unlikely to return to sites with trouble accessing on mobile and 40% will visit a competitor instead. The document advocates monitoring mobile web experiences to meet users' expectations.

1. WHY THE MOBILE WEB IS DISAPPOINTING END-USERS A Study Of Consumers’ Mobile Web Experiences Conducted By Equation Research On Behalf Of Gomez, Inc. Fall 2009

2. Mobile users have high expectations for mobile Web performance

3. 58% of mobile phone users expect websites to load as quickly, almost as quickly or faster on their mobile phone, compared to the computer they use at home* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

4. 60% of mobile web users have had a problem in the past year when accessing a website on their phone* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

5. Slow load time was the number one issue, experienced by almost 75% of them* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research

6. Followed by 51% who experienced a mobile site which crashed / froze / received an error* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=602) – Gomez Mobile Web Experience Survey conducted by Equation Research

7. A mobile service that is slow, or worse not functioning, negatively impacts revenue, increases cost and damages brand equity

8. 52% of consumers are unlikely to return to a website they had trouble accessing from their phone* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

9. And 40% said they’d likely visit a competitor’s mobile website instead* *Among adults who accessed the internet with a mobile phone in the past 12 months (n=1,001) – Gomez Mobile Web Experience Survey conducted by Equation Research

11. Are your third parties and vendors delivering the performance and availability you expect?