Thinknum Alternative Data
Request Demo
Thinknum Login
Questions answered using Thinknum

Fundamental Investors

How many cars has Carmax sold this week compared to the same week last year?

How is foot traffic at Chipotle changing YoY?

What are the industrial companies that are growing and hiring the most?

Quantitative Analysts

How are the number of Twitter followers a leading indicator for company performance?

How are the number of LinkedIn employees a leading indicator for company performance?

Business Inteligence

Which private companies are getting their products picked up by major retailers?

Which private healthcare companies are hiring the most?

Which tech startups are getting the largest increase in mobile app downloads?

Join the investment community and start your week with market insights seen through the lens of alternative web data.

Amazon's biggest obstacle to customer happiness is its own app

9 months ago by Joshua Fruhlinger in Tech

According to eMarketer, 53.9% of all U.S. e-commerce sales will be made via mobile devices by 2021. Among all of the mobile e-commerce apps, Amazon ($NASDAQ:AMZN) is the most popular by a long shot, according to Verto Analytics. In fact, Amazon's monthly reach is 86% compared to 53% for second-place Walmart.

Amazon CEO Jeff Bezos points to a positive cusotmer experience as Amazon's biggest advantage. From the ordering process, to payment, to delivery, to follow up, few e-commerce outfits can match Amazon when it comes to making sure customers are happy with the experience.

But things aren't perfect in the browse-to-buy equation. While Amazon is busy figuring out the last mile, testing drone delivery and promising 1-day delivery to extant customers, problems remain in the mobile shopping experience.

According to app review data for Amazon's leading shopping apps on both the Apple App Store and the Google Android Play Store, the Amazon e-commerce app is far from perfect.

On the Apple App Store, "Amazon - Shopping made easy" is listed as the #1 app in Shopping by downloads. However, as of today, it scores just a 3.3 out of 5 stars. Users complain of a crashing app, a buggy interface, and problems with the shopping cart. 

At the Google Play store,  "Amazon Shopping" fares a bit better, with a consistent 4.3 rating for its latest version across close to 1.1 million reviews. That said, it isn't free of bugs, especially as of late April when the latest Amazon app version caused usability issues for several customers.

To be fair to Amazon, the company iterates and releases app udates. On the Apple App Store alone, the Amazon has released 42 version updates since mid-2017 alone, and average reviews for each version have improved generally with each iteration.

That all said, it's a curious blindspot for Amazon when it comes to improving customer experience, especially as it relates to a product that's so close to the company's chest. And, perhaps even more importantly, a product that is soon to be the most-common touchpoint customers have with the brand.

Join the businesses who have begun to edge out competitors by scouring the web for alternative data.

Request demo
Ready for a personalized tour?

Joshua Fruhlinger

Joshua has been writing about technology, lifestyle, and business for over 20 years. He's one of the original writers and editors for Engadget, and still writes a...

Request a demo

We would love to show you how Thinknum will benefit your investment process. To get started, fill out the form and we'll contact you shortly to schedule your demo.

Get Thinknum Media in your inbox

Start the day off with our Weekly Digest.