64% of apps disappoint users, according to Eitri research

Apps are becoming increasingly integrated into people's daily lives, whether for shopping, studying, or making friends. However, wide availability does not guarantee user satisfaction.An internal study by Eitri, utilizing user review and rating data from over 200,000 general apps, including e-commerce applications, revealed significant findings: 64% disappoint users, while only 18% achieve excellence in quality; shopping apps lead in excellence. 

It is worth noting that, of the 205,230 apps analyzed, 131,799 did not have sufficient reviews for an accurate rating. The categories with the highest percentage of excellence are Books & Reference (33.72%), Weather (29.60%), and Shopping (29.43%). Conversely, those facing the greatest challenges regarding user satisfaction are satisfaction.: Racing Games (4.94%), Educational Games (4.75%), and Dating (2.16%). 

App strengths and weaknesses 

Customers highlighted positive aspects such as the shopping experience when everything works correctly (18%), the convenience as an alternative to physical stores (11%), ease of use (10.3%), and product quality (9%). This demonstrates that they primarily value a journey that is easy, convenient, and offers good products.  

The main weaknesses identified were app instability and unsatisfactory performance (15%), followed by issues in the checkout process (13%), problems related to coupons and discounts (9%), and inconsistencies in shipping costs (6%). These technical and functional issues negatively impact satisfaction. , representing barriers to and e-commerce. 

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What do users value most? 

A amplitude do catálogo também é um aspecto apreciado, assim como um bom suporte, que contribua para a fidelização dos clientes. O canal digital é percebido como alternativa relevante às lojas físicas, e a flexibilidade nas opções de finalização do pedido é  valorizada. Por fim, o aplicativo é visto como extensão da experiência geral com a marca, reforçando a importância de uma plataforma eficiente e bem estruturada. 

Catalog breadth is also an appreciated aspect, 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.