A survey conducted by Equation Research on behalf of Gomez, Inc. found that most mobile users expect websites to load as quickly or faster on mobile as on desktop. However, 60% of mobile users reported problems in the past year accessing websites on their phone, most commonly slow load times and sites crashing. Poor mobile site performance can negatively impact revenue and brand perception, as over half of users are unlikely to return to sites with trouble accessing on mobile and 40% would visit a competitor instead.

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?