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These Are The Best Big-Box Mobile Sites

And these are the best states to shop them 6/07/2017 05:45:00 PM Eastern

With m-commerce expected to grow twice as fast as e-commerce this year, it behooves brick-and-mortar retailers to get their mobile houses in order.

To gauge how well they’re doing, UserTesting, an on-demand user research platform, ranked the mobile commerce sites of eight of the top Fortune 100 chains: Best Buy, Costco, The Home Depot, Lowe’s, Macy’s Target, TJ Maxx and Walmart.

The company’s inaugural Retail Mobile Customer Experience Index is based on the evaluations of 800 consumers who considered the sites’ speed, ease of use, credibility, aesthetics and “delight.” UserTesting described those factors as “key user experience attributes” that it gleaned from 10 years of gathering consumer insights for clients.

Overall, retailers that performed well provided an appropriate amount of information throughout the shopper journey without requiring much effort from the customer. Companies that made the buyer journey more frustrating were rated lower, UserTesting said.

“We have entered what Forrester calls ‘the age of the customer,’ in which retailers must develop a deep understanding of what their customers value most and deliver superior digital experiences — or risk becoming irrelevant,” said marketing VP Brian Smith. “It’s no coincidence that the highest-rated mobile CX [customer experience] leaders in the study are also top retailers invested in omnichannel efforts and successfully battling Amazon.”

The overall highest-rated retailers were Best Buy, The Home Depot and Target, which scored well on all five user-experience factors, especially ease of use and speed.

The overall lowest-rated retailers – whose mobile scores were still relatively high compared to all brick-and-mortar chains – were Costco and Walmart, which stand to improve on pricing and shipping, participants said.


Source: UserTesting

Costco performed particularly poorly on search, while all eight made shipping information hard to come by, the study showed. Delight, perhaps not surprisingly, proved to be the most elusive factor.

A free copy of the full report is available here.

In a related study, our friends at BestBlackFriday.com, the shopping and personal finance site, rated all 50 U.S. states and Washington D.C. on their online shopping ease, based on average shipping time, average shipping fees, and adjusted sales tax (i.e., sales tax plus the odds of having to pay it).

Here’s what they found:

 Best States for Online Shopping
1. Delaware
2. Washington D.C.
3. Kentucky
4. West Virginia
5. Maryland
6. Virginia

Worst States for Online Shopping
46. New York
47. Nevada
48. California
49. Alaska
50. Washington State
51. Hawaii

The complete report is available here.

A Complete List of Best and Worst States for Online Shopping in 2017

Rank

State

Score

Adjusted Sales Tax

Average Shipping Charges

Average Shipping Time

1

Delaware

149

0.00%

$2.87

2.519 Days

2

Washington D.C.

137

4.52%

$2.86

2.519 Days

3

Kentucky

135

4.93%

$2.87

2.445 Days

4

West Virginia

131

4.04%

$2.87

2.701 Days

5

Maryland

127

4.93%

$2.87

2.558 Days

6

Virginia

124

4.83%

$2.86

2.656 Days

7

Indiana

124

5.75%

$2.86

2.477 Days

8

Wisconsin

123

4.26%

$2.87

2.945 Days

9

South Carolina

122

5.42%

$2.87

2.555 Days

10

New Hampshire

120

0.00%

$2.87

3.234 Days

11

Ohio

119

6.12%

$2.87

2.484 Days

12

Mississippi

116

4.55%

$2.87

2.961 Days

13

Iowa

116

4.86%

$2.87

2.909 Days

14

Michigan

116

5.36%

$2.87

2.760 Days

15

Pennsylvania

113

6.11%

$2.87

2.581 Days

16

Maine

109

4.32%

$2.87

3.308 Days

17

North Carolina

109

6.16%

$2.86

2.591 Days

18

Georgia

109

6.25%

$2.86

2.584 Days

19

New Jersey

109

6.61%

$2.86

2.526 Days

20

Montana

107

0.00%

$2.87

2.526 Days

21

Vermont

106

4.86%

$2.87

3.182 Days

22

Massachusetts

106

5.36%

$2.87

3.032 Days

23

Tennessee

106

7.77%

$2.86

2.471 Days

24

Florida

105

5.83%

$2.87

2.864 Days

25

Oregon

104

0.00%

$2.87

4.315 Days

26

Rhode Island

104

5.00%

$2.87

3.104 Days

27

Connecticut

104

5.67%

$2.87

2.948 Days

28

Wyoming

102

3.28%

$2.87

4.045 Days

29

South Dakota

101

4.80%

$2.87

3.578 Days

30

North Dakota

100

4.36%

$2.87

3.753 Days

31

Alabama

100

7.40%

$2.87

2.575 Days

32

Missouri

98

6.76%

$2.87

2.760 Days

33

Idaho

96

4.31%

$2.87

4.273 Days

34

Nebraska

94

5.41%

$2.87

3.376 Days

94

Arkansas

94

6.98%

$2.87

2.851 Days

36

Oklahoma

91

6.33%

$2.87

3.078 Days

37

Illinois

90

8.02%

$2.87

2.617 Days

38

New Mexico

88

5.66%

$2.87

3.672 Days

39

Louisiana

86

7.84%

$2.87

2.899 Days

40

Kansas

85

7.39%

$2.87

2.987 Days

41

Minnesota

84

6.52%

$2.86

3.221 Days

42

Colorado

83

6.43%

$2.87

3.321 Days

43

Utah

82

5.80%

$2.87

3.890 Days

44

Arizona

80

6.48%

$2.87

3.484 Days

45

Texas

80

7.02%

$2.86

3.185 Days

46

New York

78

7.88%

$2.87

3.062 Days

47

Nevada

69

6.84%

$2.87

3.977 Days

48

California

68

7.66%

$2.86

3.672 Days

49

Alaska

60

0.063%

$9.47

3.623 Days

50

Washington State

57

7.96%

$2.87

4.195 Days

51

Hawaii

48

2.95%

$9.50

4.584 Days

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