Nordic Mobile Customer Experience Survey

-  Nordic Mobile Customer Experience Survey

32% of the large Nordic retailers have integrated mobile to their overall customer experience.

19% thinks that managing multiple devices and the multichannel experience is a challenge.

~30% of retailers are currently improving their mobile customer experience

The Mobile Customer Experience Survey focused on understanding how large retailers mobile experience is integrated to the overall customer experience, how mobile experience is understood in the organizations and which mobile platforms have been implemented.

The results show that only a handful of Nordic retailers have already integrated mobile to their overall customer experience. However approximately 30 % are looking into developing the mobile customer experience in 2014. Most of the interviewed companies are rating their overall customer experience to be average and only few see their experience as good or excellent.

80% of Danish retailers have mobile specific/responsive sites in place. Finland and Sweden have similar means of optimizing the mobile channels. The mobile transactions pay more significant role for retailers in Denmark and Sweden but the importance also growing in Finland.

55% of the customers are able to interact with retailers in Denmark. In Sweden and Finland mobile customers do mainly product searches.

Managing multiple devices and the multichannel experience seems to be a challenge in about 19% of all companies in Denmark, Sweden and Finland.

The Nordic e-commerce market is one of the fastest growing in the world today and mobility with mobile customer experience will show a significant role regarding customer interactions in the future.

Read more about the Nordic Mobile Customer Experience Survey at: http://www.nordiccommercegroup.com/

Contact:
Kristiina Ernvall