Apps are becoming increasingly integrated into people’s daily lives, whether for shopping, studying, or making friends. However, widespread availability does not guarantee user satisfaction. users. An internal Eitri study, using data from user reviews and ratings of over 200,000 general apps—including e-commerce apps—revealed significant findings: 64% disappoint users, while only 18% achieve excellence in quality; shopping apps lead in excellence.
Notably, out of the 205,230 analyzed apps, 131,799 lacked sufficient ratings for accurate classification. The categories with the highest excellence rates are Books & Reference (33.72%), Weather (29.60%), and Shopping (29.43%). Conversely, the categories facing the greatest challenges in user satisfaction are users: Racing Games (4.94%), Educational Games (4.75%), and Dating (2.16%).
Strengths and weaknesses of apps
Customers highlight positive aspects such as a smooth shopping experience when everything works correctly (18%), convenience as an alternative to physical stores (11%), ease of use (10.3%), and product quality (9%). This shows they primarily value a journey that is easy, convenient, and offers good products.
Among the main weaknesses cited were app instability and poor performance (15%), followed by issues in the purchasing process (13%), problems with coupons and discounts (9%), and inconsistencies in shipping fees (6%). These technical and functional issues negatively impact retention in users environments of e-commerce.
What do users value most?
Apps that allow users to find products and complete purchases quickly and effortlessly are highly valued. Users tend to separate product quality from their app experience, indicating that the brand is appreciated regardless of the sales channel. When apps work as expected, logistical efficiency stands out as a key differentiator. Additionally, savings and discount opportunities are relevant factors in purchase decisions.
The breadth of the catalog is also appreciated, as is good customer support, which contributes to customer loyalty. The digital channel is perceived as a relevant alternative to physical stores, and flexibility in order completion options is valued. Finally, the app is seen as an extension of the overall brand experience, reinforcing the importance of an efficient and well-structured platform.
“Our research revealed that the market for quality apps remains largely untapped, showing a clear distinction between well-developed and poorly made applications. This differentiation not only highlights the need for innovation and excellence in the sector but also demonstrates that highly rated apps tend to gain greater visibility in app stores, directly influencing user decisions,” says Guilherme Martins, co-founder of Eitri.
