Since the onset of the COVID-19 pandemic, I have become a huge fan of ordering my groceries delivered straight to my door! Shipt is my app of choice. Their shoppers are amazing, and I always receive great customer service. However, recently I have run into some peculiar tech issues, that have seriously detracted from my experience. There are two different Targets within five miles of my house and mysteriously, the Target I order from somehow changed without my knowledge. Ordinarily, this might not be a big deal, except the Target my Shipt order switched to does not have any fresh produce and their selection is much more limited.
I spent almost an hour searching both the app and the website to try and find out what had happened. I finally connected with an online Associate, who was able to switch my ordering store back to the original Target. No explanation, or fix – just a hope that this won’t happen again. I love Shipt! I love the ease and convenience. However, if another order gets messed up by this glitch – I might have to start looking for a different service.
In fact, over 50% of consumers are less likely to engage with a company after a single bad experience. (Source: intechnic) Technological issues that you would never have even thought of will cost you customers, and revenue. Do you know what your customers are experiencing when they visit your website? What about your mobile app? What are the pain points? Where are users most likely to bounce? If you are not measuring your customers user experience, then you need to be. Investing into your user experience can be a more effective way to increase revenue then any marketing campaign. UXCam boasts that they have seen an average return on investing into UX of 9,900% meaning, that for every $1 that goes towards refining your customers UX your return would be $100, pretty crazy right?
The same study, by UXCam, showed that a staggering 80% of first-time users will abandon a mobile app or website if they have a bad user experience. You will very rarely (if ever) have the chance to get those customers back, even if you fix the issues that caused them to leave in the first place. Which means you need to know about any potential issues before the customer does! Repeated, in-depth User Experience (UX) audits are the most efficient way to find any points of frustration your customers may experience.
Mercantile Systems, Inc. (MSI) has been working diligently with many top companies to help customize their UX audits and we would love the chance to work with you, as well. We make sure that each company’s audits are designed to cater to YOUR target customers and their expectations, YOUR specific services and products, and YOUR steps of online service. We keep our costs low while maximizing your revenue. Contact an MSI team member today to find out more.