{"id":18923,"date":"2022-03-08T08:53:07","date_gmt":"2022-03-08T06:53:07","guid":{"rendered":"https:\/\/www.gpec.ro\/blog\/?p=18923"},"modified":"2022-03-07T16:54:06","modified_gmt":"2022-03-07T14:54:06","slug":"friction-report-clientii-prefera-aplicatiile-de-livrare-rapida-in-locul-celor-dezvoltate-de-supermarketuri","status":"publish","type":"post","link":"https:\/\/www.gpec.ro\/blog\/friction-report-clientii-prefera-aplicatiile-de-livrare-rapida-in-locul-celor-dezvoltate-de-supermarketuri","title":{"rendered":"Friction Report: Clien\u021bii prefer\u0103 aplica\u021biile de livrare rapid\u0103 \u00een locul celor dezvoltate de supermarketuri"},"content":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/friction-report-clientii-prefera-aplicatiile-de-livrare-rapida-in-locul-celor-dezvoltate-de-supermarketuri\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-18927\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/fast-delivery-blog-gpec.jpg\" alt=\"\" width=\"1000\" height=\"667\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/fast-delivery-blog-gpec.jpg 1000w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/fast-delivery-blog-gpec-300x200.jpg 300w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/fast-delivery-blog-gpec-768x512.jpg 768w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p><strong>\u00cen urma unui studiu derulat de Mobiquity pe anul 2021, reiese c\u0103 aplica\u021biile de grocery shopping sunt preferate de clien\u021bi \u00een locul aplica\u021biilor dezvoltate individual de supermarketurile care preiau \u0219i comenzi online. Studiul a urm\u0103rit \u0219i m\u0103surat satisfac\u021bia experien\u021bei clien\u021bilor din Marea Britanie, \u021a\u0103rile de Jos \u0219i Belgia cu ajutorul tehnologiei Machine Learning.<\/strong><!--more--><\/p>\n<p>\u00cen timpul studiului au fost analizate <strong>8 puncte principale de fric\u021biune<\/strong> din 24 de aplica\u021bii (at\u00e2t de livrare rapid\u0103, c\u00e2t \u0219i ale retailerilor online) prezente pe pie\u021bele celor 3 state \u0219i care au \u00een total peste 1 milion de recenzii:<\/p>\n<ul>\n<li>Customer support<\/li>\n<li>Design &amp; UX<\/li>\n<li>Livrare<\/li>\n<li>Pre\u021b<\/li>\n<li>Comand\u0103<\/li>\n<li>Pl\u0103\u021bi<\/li>\n<li>Onboarding (instalare, creare cont \u0219i primul contact cu aplica\u021bia)<\/li>\n<li>\u00cencredere<\/li>\n<\/ul>\n<p>Analiza a avut ca scop scoaterea \u00een eviden\u021b\u0103 a interac\u021biunii clien\u021bilor cu aplica\u021biile: customer journey, ce probleme \u00eent\u00e2mpin\u0103, cu ce puncte de fric\u021biune se confrunt\u0103 cel mai des \u0219i care sunt problemele pentru care aplica\u021biile primesc un scor de rating mic.<\/p>\n<h3>Rezultatele analizei<\/h3>\n<p>Ca urmare a efectelor pandemiei asupra comportamentului consumatorilor, clien\u021bii supermarketurilor s-au orientat c\u0103tre cump\u0103r\u0103turile online. Tot \u00een acela\u0219i ecosistem, aplica\u021biile de grocery shopping au atras investi\u021bii \u0219i s-au dezvoltat rapid, ajung\u00e2nd s\u0103 fie preferate de consumatori atunci c\u00e2nd ace\u0219tia decid s\u0103 fac\u0103 cump\u0103r\u0103turile online. Supermarketurile au nevoie s\u0103 \u00ee\u0219i optimizeze aplica\u021biile online pentru a putea \u021bine pasul cu concuren\u021ba.<\/p>\n<figure id=\"attachment_18925\" aria-describedby=\"caption-attachment-18925\" style=\"width: 712px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-18925\" src=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/friction-report-user-score.png\" alt=\"\" width=\"712\" height=\"726\" srcset=\"https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/friction-report-user-score.png 791w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/friction-report-user-score-294x300.png 294w, https:\/\/www.gpec.ro\/blog\/wp-content\/uploads\/2022\/03\/friction-report-user-score-768x783.png 768w\" sizes=\"auto, (max-width: 712px) 100vw, 712px\" \/><figcaption id=\"caption-attachment-18925\" class=\"wp-caption-text\">sursa: Friction Report: Grocery Shopping Apps (by Mobiquity)<\/figcaption><\/figure>\n<ul>\n<li>Utilizatorii se confrunt\u0103 cu <strong>mai pu\u021bin\u0103 fric\u021biune \u00een aplica\u021biile de grocery shopping<\/strong> &#8211; satisfac\u021bia clien\u021bilor fa\u021b\u0103 de acestea, per total, este cu 16% mai mare fa\u021b\u0103 de aplica\u021biile retailerilor online.<\/li>\n<li>Aplica\u021biile de grocery shopping \u00eenregistreaz\u0103 <strong>un scor de satisfac\u021bie mai mare \u00een ceea ce prive\u0219te u\u0219urin\u021ba comenzilor, pre\u021burile, plata \u0219i livrarea<\/strong>.<\/li>\n<li><strong>Retailerii online \u00eenregistreaz\u0103 cel mai mare num\u0103r de bug-uri<\/strong> raportate, comparativ cu aplica\u021biile de grocery shopping.<\/li>\n<li>Aplica\u021biile de livrare din UK au \u00eenregistrat cel mai mare scor de satisfac\u021bie \u00een r\u00e2ndul utilizatorilor, comparativ cu cele din \u021a\u0103rile de Jos \u0219i Belgia.<\/li>\n<\/ul>\n<p>\u00centregul raport poate fi consultat <a href=\"https:\/\/f.hubspotusercontent10.net\/hubfs\/1868764\/EU%20Whitepapers_cases_reports\/Retail-friction-report.pdf\" target=\"_blank\" rel=\"noopener\">aici<\/a>.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<div class=\"fcbkbttn_buttons_block\" id=\"fcbkbttn_left\"><div class=\"fcbkbttn_like \"><div class=\"fb-like fb-like-button_count\" data-href=\"https:\/\/www.gpec.ro\/blog\/friction-report-clientii-prefera-aplicatiile-de-livrare-rapida-in-locul-celor-dezvoltate-de-supermarketuri\" data-colorscheme=\"light\" data-layout=\"button_count\" data-action=\"like\"  data-size=\"small\"><\/div><\/div><\/div><p>\u00cen urma unui studiu derulat de Mobiquity pe anul 2021, reiese c\u0103 aplica\u021biile de grocery shopping sunt preferate de clien\u021bi \u00een locul aplica\u021biilor dezvoltate individual de supermarketurile care preiau \u0219i comenzi online. Studiul a urm\u0103rit \u0219i m\u0103surat satisfac\u021bia experien\u021bei clien\u021bilor din Marea Britanie, \u021a\u0103rile de Jos \u0219i Belgia cu ajutorul tehnologiei Machine Learning.<\/p>\n","protected":false},"author":19,"featured_media":18927,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[44,56],"tags":[],"class_list":["post-18923","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ecommerce-in-lume","category-resurse-e-commerce"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/18923","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/comments?post=18923"}],"version-history":[{"count":3,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/18923\/revisions"}],"predecessor-version":[{"id":18929,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/posts\/18923\/revisions\/18929"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media\/18927"}],"wp:attachment":[{"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/media?parent=18923"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/categories?post=18923"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.gpec.ro\/blog\/wp-json\/wp\/v2\/tags?post=18923"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}