How quickly do things change in the world of mobility? Just last year, CA Technologies conducted a worldwide survey that told an entirely different story from the one we are hearing today. 2013’s Enterprise Mobility – It’s All About the Apps was a call to action for enterprise IT to keep up with customers mobility demands and employee’s desire for BYOD.
If last year was about keeping up with customers’ mobile application demands, this year that issue has all but disappeared. Our 2014 survey respondents released an average of six customer-facing apps last year, and 71 percent of organizations surveyed are now providing mobile apps to their customers. So what’s the problem?
Our latest research report, Mobility: Why Your Customers Aren’t Satisfied and What to Do About It, is a wakeup call. The survey reveals shockingly low end user satisfaction with enterprises’ mobility offerings. Only 22 percent of enterprises say their end users are completely satisfied. A full one-third is either dis-satisfied or “neutral” about their mobile experience – not a ringing endorsement of the huge investment organizations have made in mobility. It is no wonder that both line-of-business (LOB) and IT executives are unhappy with their own mobility initiatives – only 28 percent are completely satisfied with the customer acceptance of their offerings, and just 27 percent are completely satisfied with the competitiveness of their offerings.