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Survey Gives an Insight on Mobile App Usage Patterns
Software - News
Written by Jenny Curtis   
Wednesday, 01 February 2012


Nuance has released the results from a survey that investigates consumer usage of mobile apps.

The survey was conducted by Vocalabs and included a random sample of 991 smartphone users in the US and Canada.

The majority of smartphone users indicate they have a more positive view of a company if they offer a mobile app. Eighty-one percent will share their positive app experience. According to the survey, 89 percent of smartphone users download at least one new mobile app per month. 70 percent have more than ten apps on their phones, 29 percent have more than thirty apps, and 12 percent have more than fifty.

A recent study from Flurry found that after three months, only 24 percent of users continue to use an app, and in a year 96 percent of the applications are no longer used. “Companies hoping to engage with their customers through mobile apps must not only consider how they attract first-time users, they must also consider retention strategies and how they keep consumers returning regularly to this critical channel,” said Robert Gary, vice president and general manager, mobile care of Nuance Communications.

Consumers still initiate communication with customer service through the phone and Web. However, mobile apps are becoming an important channel for customer engagement. More than half of the surveyed have downloaded their bank and their carrier’s app but not all of them use it.


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