Expectations for mobile and app performance not met in Singapore and Malaysia

The survey, entitled 'What users want from mobile', involving 200 mobile users in the two countries, showed that mobile users’ expectations are not being met, as the majority of users experience unreliable mobile and application performance.

With the majority of mobile web users in both countries expecting websites to load as quickly or faster on their mobile phone compared to the computer they use at home, more than half (63 per cent in Malaysia and 58 per cent in Singapore) said websites load slower on their phone.

Bad experiences on a mobile website may result in users becoming less likely to return to a particular site, with 55 per cent of Malaysia users and 45 per cent of Singapore users indicating such intention.

58 per cent Malaysian users and 67 per cent Singaporean users are unlikely to recommend the site.

Shum Mew Toong, regional director at Compuware ASEAN, noted that the study provides insight into Malaysian and Singaporean mobile web users’ expectations and experiences.

“Mobile users want fast and reliable mobile web and application experiences, however based on findings from the survey, that’s not what they’re receiving with the majority experiencing issues when accessing mobile websites or applications in the past year. Poor performance is preventing many companies from taking advantage of the opportunities being provided by increased mobile access.”

The survey also showed that mobile users do not have the patience to retry a website or application that is not functioning initially, and that they (58 per cent of Malaysians and 44 per cent of Singaporeans) will go to a competitor’s site instead.