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Apple’s tech support lead continues to fall in survey

Thursday, February 2nd, 2012

AppleApple continues to lead Dell and HP in customer service quality for phone-based technical support, but Apple’s support satisfaction among surveyed customers dropped significantly over the past 18 months, according to the latest study conducted by Vocal Laboratories Inc. (Vocalabs).

In telephone interviews immediately following a support call, 54% of Apple customers were “Very Satisfied” with the experience during the last six months of 2011, compared to 44% of Dell customers and 49% of HP customers.

Apple’s satisfaction score is down 19 points from the first half of 2010, while Dell and HP have generally held steady over the past two years.“But where Apple used to be well ahead in nearly every measure of service quality, there are now areas where Apple is tied with, or even behind, its competitors.”

Looking at common complaints in 2011, less than 1% of Apple customers surveyed complained about the language skills of the support technician; much fewer than the 8% of Dell customers and 10% of HP customers with similar issues.

Many customers also complained about the extra cost of out-of-warranty tech support, but Apple saw fewer complaints here, too. About 1% of Apple customers volunteered a cost complaint in this study, as compared to 6% of Dell customers and 6% of HP customers.

“Despite its significant decline, Apple continues to lead our survey in overall tech support quality,” said Peter Leppik, CEO of Vocalabs.

“But where Apple used to be well ahead in nearly every measure of service quality, there are now areas where Apple is tied with, or even behind, its competitors.”

graph

About This Research
The National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service experience. Statistics in this press release are based on 4,852 surveys completed between May 2008 and December 2011. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.

Download the Executive Summary by visiting www.Vocalabs.com/published-research.

Only 4 technology vendors deliver excellent customer experience, survey says

Tuesday, January 31st, 2012

MicrosoftOnly four technology vendors deliver excellent customer experience, according to  new research report published by Temkin Group, 2012 Temkin Experience Ratings of Tech Vendors, rates the customer experience of 60 large technology providers.

The research, which is based on a survey of 800 IT professionals from companies with at least $500 million in annual sales, shows that only four technology vendors deliver excellent customer experience: Microsoft business applications, Cisco, IBM SPSS, and Microsoft servers. The research also shows a strong connection between customer experience and the purchasing plans of large companies.

Tech vendors that deliver a better customer experience will capture more IT spending from large companies,” states Bruce Temkin, author of the report and Managing Partner of Temkin Group.

The Temkin Experience Ratings are based on analyzing customer interactions in three areas:

  • Functional: Can customers do what they are trying to do?
  • Accessible: How easy is it for customers to do what they want to do?
  • Emotional: How do customers feel about those interactions?

While four of the companies earned overall “excellent” ratings, nine others led by Compuware, Capgemini, and Fujitsu received “very poor” ratings.

The research also examined purchase momentum - the net percentage of companies that plan to buy more from a vendor in 2012 – for each of the 60 companies.

The technology vendors with the highest purchase momentum are SAS Institute, Apple, Cisco, Microsoft business applications and Microsoft servers. At the other end of the purchasing spectrum, Compuware, Alcatel-Lucent and Sybase have the lowest purchase momentum.

Temkin Group charted the Temkin Experience Ratings and the purchase momentum data for all 60 companies. This analysis uncovered a strong connection between customer experience and future purchase plans.

According to Temkin: “The tech sector has a long way to go in delivering great customer experience, but there’s loyalty at the end of the rainbow.”

This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.

Apple’s iPad accounts for nearly half of negative online comments about tablets

Friday, January 20th, 2012

ipad4

Guests say their favorite in-room amenity is the use of iPads for guest services, local information and personal use.

The overwhelming majority of customers are highly positive in their views on tablet PCs as expressed on the internet.Social media research specialist DigitalMR measured thousands of comments for slate devices across September-October 2011.

Over two thirds (68%) of all views measured were positive with only 32% negative.

Apple recorded a 33% share of all positive comments but more worryingly a 46% of the smaller pool of negative ones.

Next placed is Amazon with 19% of positive mentions and only 13% of negative, followed by Samsung with 15% of positive mentions and 18% of negative ones.

Apple’s upgrade may have caused negative comments

The high percentage of negative Apple comments is likely to be related to problems that users faced in upgrading to Apple’s new iOS 5 software in October.

Kindle Fire

At $199, we think the Kindle Fire is a good buy for the money

Personally, we’re more than happy with our $199 Kindle Fire tablet. It has its eccentricities, but they all do. For what it is, though, a way to play games, listen to music, read, surf the net, even watch videos, it’s handy, fun, and easy to use. We didn’t like larger tablets such as the Galaxy Tab nearly so much.

Results are based on comments posted by consumers on the major tablet models made by: Apple, Motorola, Samsung, Blackberry, HTC, LG, HP, ASUS, Sony and Amazon across September-October 2011.

DigitalMR’s analysis (powered by SocialNuggets) is based on comments posted via a range of relevant websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also their sentiment – whether posts are positive or negative in nature.

Managing Director of DigitalMR, Michalis Michael commented: “Apple’s high negative score shows they may have become a victim of their own success with iOS 5. The free upgrade caused a spike in demand, leading many users to complain on forums that they kept getting error messages and that the download was taking too long.”

All the brands measured, achieve a positive Net Sentiment Score (NSS) for Sep-Oct. NSS provides an overall percentage score of net positive posts. A positive score means a tablet attracts a higher proportion of positive than negative posts.

The average NSS taken across all brands measured is 36% which is very high compared with other industry sectors. This is good news for the tablet industry as it shows that generally customers and very satisfied with their products and are happy to spread the word online.

However Apple achieves the lowest NSS of 21%, just below Motorola with 22%. The best NSS scores are achieved by newer entrants to the market achieve. Sony is top with 87% (although this is based on a relatively low number of mentions overall) followed by Asus with 73%.

DigitalMR measured thousands of customer posts across Sep-Oct regarding the features that tablets offer. The most talked about features (both positively and negatively) are “operating system” (18% share of positive comments vs 30% negative) and “application” (20% positive vs 21% negative).
Click here for more data

In their words –customer comments sample for models with the highest and lowest Net Sentiment Scores 
Sony:
“I have been using my Sony Tablet S for a couple of days and it’s awesome”.
http://forum.xda-developers.com/archive/index.php/t-1243670.html

Motorola:
“This morning is the second time that my Motorola Xoom has frozen up on me since I received it back from Motorola after the 4G LTE upgrade. Has anyone else had problems with this? I never had any problems whatsoever with this tablet prior to the upgrade”.
https://supportforums.motorola.com/thread/60568

Apple:
“I agree with previous two reviewers – IPAD that worked perfectly, now doesn’t work at all since upgrade, a total waste of money. More than the money, disappointment at being unable to send photos home to loved ones.
http://store.apple.com/uk/reviews/MC531ZM/A

Click here for further customers comments and more about the web listening report

Samsung phones attract most positive comments, Androids outstrip iPhones

Friday, January 13th, 2012

Samsung phone

A Samsung Android phone

Smartphones from Samsung, HTC, and Motorola running Google’s Android operating system are the most mentioned brands — accounting for tw0-thirds (68%) of all measured customer comments says DigitalMR, a social media research firm.

Samsung models drew the highest share of positive comments (30%).

DigitalMR analysed over ¼ million customer comments about smartphones across September-October 2011. Nearly two-thirds (62%) of these customer views are positive, compared with 38% negative.

Android models are the most mentioned smartphone brands. Samsung attracts the most mentions with a 30% market share of all positive comments and a 31% share of the smaller, negative comments group. Next placed is HTC with 22% positive mentions and 19% negative, followed by Motorola with 17% positive and 15% negative.

Together, the three Android brands account for two thirds (68%) of all measured online customer comments regarding smartphones.

Although Apple has fewer overall mentions it attracts more negative mentions than Motorola with a 17% share of all negative comments. This may well be related to customers experiencing teething problems when switching over to the new iOS operating system in October.

Results are based on comments posted by consumers on the major smartphone brands: Apple, Motorola, Samsung, RIM (Blackberry), HTC, LG, Nokia, Sony Ericsson, Kyocera and HP across Sep-Oct 2011.

Established smartphone models from Apple and RIM (Blackberry) only account for 14% and 7% of total customer comments respectively.

DigitalMR’s analysis (powered by SocialNuggets) is based on comments posted via a range of relevant websites and open access social media platforms. It measures, not only the number of comments posted by consumers on the internet, but also their sentiment – whether posts are positive or negative in nature.

Managing Director of DigitalMR, Michalis Michael commented: “The march of the Androids continues with their increased sales and market share gains being matched by consumers’ conversations online.”

All the brands measured, achieve a positive Net Sentiment Score (NSS) for Sep-Oct. NSS provides an overall percentage score of net positive posts.

The average NSS taken across all the brands measured is 24%. This shows customers are generally very happy with their devices and are sharing the good news online.
Of the three most talked about brands on the web, HTC had a NSS of 31%, followed by 29% for Motorola and a slightly below par score of 23% for Samsung.

The highest NSS is achieved by HP with 50% (although this is derived from a relatively small base number of mentions) followed by Nokia (47%) with the lowest NSS recorded by Sony Erickson (4%) and Apple (6%).

Click here for further data

Apple and Amazon tops in customer satisfaction with retail mobile sites

Thursday, January 12th, 2012

ForeSeeE-retail giants Apple and Amazon are head and shoulders above the competition in a study of customer satisfaction with top retail mobile sites and apps released today by customer experience analytics firm ForeSee.

ForeSee was able to collect enough data to produce statistically reliable mobile satisfaction scores for 16 of the largest e-retailers inthe United States. Apple and Amazon, which scored 85 and 84, respectively, on the study’s 100-point scale, topped the list by a wide margin.

Website Satisfactionwith MobileExperience Satisfactionwith WebExperience
Store.Apple.com 85 83
Amazon.com 84 88
Dell.com 78 80
Netflix.com 77 79
eBay.com 77 80
BestBuy.com 76 78
Staples.com 76 78
Avon.com 75 83
BN.com 75 81
HomeDepot.com 75 78
VictoriasSecret.com 75 81
Toysrus.com 74 75
Blockbuster.com 73 75
Target.com 72 76
Walmart.com 72 79
Sears.com 71 75

Shoppers like traditional web sites better than mobile versions

According to the research, shoppers are generally more satisfied with traditional websites than they are with their mobile counterparts. The average mobile satisfaction score for the 16 retailers measured in the report is 76, compared to 79 for the same companies’ websites.

However, a few companies had comparable performance on mobile and web: Apple (a standout with a mobile score two points higher than its web score), Toys “R” Us, Best Buy, Staples, Netflix, Dell, and Blockbuster.  Others reveal large gaps between the website and the mobile experience, including Avon (satisfaction 8 points lower on mobile) and Walmart (7 points lower).

Plenty of room for improvement in mobile commerce

“As the adoption of smartphones increases, more consumers are using them to access retailer websites,” said Larry Freed, president and CEO of ForeSee. “More and more, there is expectation that companies will address the mobile environment in ways that are effective and user-friendly. Mobile commerce is still relatively new and there is a lot of room for innovation and improvement.”

In addition, the ForeSee study shows that satisfaction with the mobile experience has a significant cross-channel impact. Mobile shoppers who are highly satisfied with their mobile experience are 54% more likely to consider the company next time they want to make a similar purchase, and twice as likely to buy from the retailer’s mobile channel again.

“Customers use mobile apps to research and make decisions, both in-store and out, and it’s not always in the retailer’s favor,” said Eric Feinberg, mobile industry director at ForeSee. “One proven way for retailers to hold on to customer’s loyalty and increase likelihood to buy is to ensure customers are satisfied across all channels.”

Other findings from the research show the growing role mobile is playing in the retail experience:

  • A third of online shoppers (34%) used their mobile phones to research products while 15% made a purchase directly from their phone, up from 11% last year.
  • One in five online shoppers (19%) used a mobile phone to compare prices or products while shopping in a retail location.
  • 19% of all online shoppers are now using mobile phones to compare prices while shopping inside a store.

“The smartphone is a powerful shopping tool and a double-edged sword. Consumers will use it to research products and check a retailer’s own site while they’re in the store, but they’ll also use it to compare prices and check out the competition,” added Freed.

“The gap between mobile experience and web experience is an opportunity for retailers as much as it is a liability.  We know consumer expectations will only continue to grow, and right now Amazon and Apple are setting a very high bar.”

About the Research

Mobile scores are based on more than 3,000 responses from visitors to the mobile sites and apps of the top 40 e-retail websites according to sales revenue as reported by Internet Retailer’s Top 500 Guide.

Data for online shoppers is based on more than 8,500 responses from visitors to the traditional websites of these retailers.  Survey responses were collected via FGI Research’s Smart Panel. ForeSee utilizes the methodology of the American Customer Satisfaction Index (ACSI) to calculate the scores. The ACSI is the national standard for customer satisfaction, and this measure has been shown to have a direct link with stock prices and other measures of financial performance.


 



Shopping at the beginning of profound change, report says

Thursday, December 1st, 2011

Christmas ShoppersThe way we shop is rapidly being influenced by scores of innovative young companies who are helping retailers, brands and consumers fundamentally reshape how goods and services are bought and sold. A new report says mobile, online and in-store shopping are quickly converging and startups are disrupting the traditional retail ecosystem.

Architect Partners, the M&A advisory firm exclusively focused on Internet, mobile and digital media clients, today published “The Evolution of Shopping“. ”Shopping is at the early stages of profound change,” according to Eric Risley, managing partner of Architect Partners.

“Our newest report, The Evolution of Shopping, highlights why this evolution is happening, offers a framework to describe a very complicated ecosystem and features some of the most innovative companies making things happen.”

Consumer centric strategies emerging

“Retailers and brands are leveraging these changes to devise and implement strategies that are more consumer-centric.  An entire infrastructure is emerging to support their efforts,” according to Dr. Phil Hendrix, Director of IMMR, a research consultancy and contributor to The Evolution of Shopping.

“We stepped back to the fundamentals to help us understand the innovation we’re seeing,” explained Steve Payne, Partner with Architect Partners.  “We crafted a seven step framework describing how products are bought and sold.  We then mapped over 300 companies against this framework.”

According to the U.S. Census Bureau, U.S. retail sales exceeds $4 trillion annually.  Much of this spending is likely to be influenced by this evolution.

Incumbent suppliers to retailers and brands such as SAP, Oracle, IBM, Microsoft, NCR, Epicor, Visa, Mastercard, American Express and many others have major stakes in the outcome.

Disruption is emerging from a new set of competitors such as eBay, Amazon, Salesforce.com, Google and Apple.  Many emerging companies will also be important disrupters.

“Marquee M&A transactions have already occurred within this area, according to Tom Brehme, principal with Architect Partners.  “I’d highlight eBay’s M&A appetite which has included the acquisitions of Hunch, Zong, Magento, WHERE and GSI Commerce for a total of over $3 billion just in the past year.

“We’re aware of over 75 significant M&A transactions under the theme, evolution of shopping, announced since the beginning of 2010.”

Entering the holiday shopping season tangible signs of this evolution are clear.  IBM’s Cyber Monday Report 2011, demonstrated online shopping continues to register strong growth, up 33% from 2010.  Also, mobile device initiated purchases are beginning to become meaningful, representing 6.6% of Cyber Monday 2011 sales.

Access to The Evolution of Shopping presentation is available on Architect Partners’ website.

New study says iPhone is Apple product gateway

Tuesday, November 29th, 2011

iPhone 4SConsumer Intelligence Research Partners, (CIRP), which provides securities research to the investment community using advanced market research strategies, methods, and analysis has released, “Apple’s iPhone Launch – October 2011,” with the first detailed analysis of consumer trends for Apple Inc.’s new iPhone 4S and related models.

The report reveals a number of important findings since the October 14, 2011 launch:

  • High-end iPhone models selling well
  • Mobile phone carrier (AT&T, Verizon, Sprint) shares shifting
  • Significant online sales
  • iPhone is the “gateway” to Apple product ecosystem
  • Women buy the white iPhone more.

CIRP surveyed customers that purchased an iPhone since October 14, 2011, the launch date for sale of the new Apple iPhone 4S and for new aggressive pricing for the iPhone 4 and iPhone 3GS models.

From an initial response of 4,632 subjects, CIRP surveyed 504 qualified subjects for the analysis. “This report represents the first analysis of the Apple iPhone 4S results since the October launch date,” noted CIRP Partner and Co-Founder Josh Lowitz.

Said CIRP Partner and Co-Founder Mike Levin, “The most expensive and presumably highest margin iPhone 4S – 64 GB model accounts for 23% of all iPhone 4S sales.

30 percent of iPhone 4S buyers upgraded

A surprising 30% of iPhone 4S buyers upgraded from the iPhone 4, which is just over a year old.

And, in the first three weeks since the launch, 43% of the customers bought their new phones online, at the Apple website, the carrier websites, or other retailer websites such as Best Buy Online.

Only 25% of iPhones were sold through Apple owned channels – the approximately 245 Apple Stores and the Apple website – and 75% sold through the carrier stores and websites, and multi-line retailers such as Best Buy. “

Online Black Friday spending up 26 percent from a year ago

Monday, November 28th, 2011

comScoreFor the holiday season-to-date, $12.7 billion has been spent online, marking a 15-percent increase versus the corresponding days last year, according to digital measurement firm comScore.

Black Friday (November 25) saw $816 million in online sales, making it the heaviest online spending day to date in 2011 and representing a 26-percent increase versus Black Friday 2010. Thanksgiving Day (November 24), while traditionally a lighter day for online holiday spending, achieved a strong 18-percent increase to $479 million.

2011 Holiday Season To Date vs. Corresponding Days* in 2010
Non-Travel (Retail) Spending
Excludes Auctions and Large Corporate Purchases
Total U.S. – Home & Work Locations
Source: comScore, Inc.
Millions ($)
2010 2011 Percent Change
November 1 – 25 $11,093 $12,737 15%
Thanksgiving Day (Nov. 24) $407 $479 18%
Black Friday (Nov. 25) $648 $816 26%

*Corresponding days based on corresponding shopping days (November 2 thru November 26, 2010)

“Despite some analysts’ predictions that the flurry of brick-and-mortar retailers opening their doors early for Black Friday would pull dollars from online retail, we still saw a banner day for e-commerce with more than $800 million in spending,” said comScore chairman, Gian Fulgoni. “With brick-and-mortar retail also reporting strong gains on Black Friday, it’s clear that the heavy promotional activity had a positive impact on both channels. We now turn our attention to Cyber Monday, a day that Shop.org says will see eight-in-ten retailers running special online promotions. Last year, Cyber Monday was the heaviest day of online spending ever, with sales exceeding $1 Billion, and we fully expect to see another record set this year.”

Black Friday Bargains Boost Web Browsing Behavior

As the online channel increasingly influences offline shopping behavior, consumers turned to Black Friday sites on the web to conduct research in advance of the day’s events. comScore analyzed several Black Friday deal sites for the five days ending Black Friday (Nov. 21-25, 2011) compared to the corresponding days last year, finding that bfads.net led the pack with 3.9 million unique visitors, up 51 percent versus last year. TheBlackFriday.com followed with 3.2 million visitors while also posting the strongest year-over-year growth at 137 percent.

Unique Visitors to Selected Sites Featuring Black Friday Deals
Nov. 21-25, 2011 vs. Nov. 22-26, 2010
Total U.S. – Home & Work Locations
Source: comScore, Inc.
Unique Visitors (000)
Nov. 22-26, 2010 Nov. 21-25, 2011 Percent Change
bfads.net 2,607 3,926 51%
theblackfriday.com 1,364 3,234 137%
blackfriday2011.com* 1,612 1,854 15%
blackfriday.com 668 621 -7%
blackfriday.fm 399 532 33%
gottadeal.com 270 424 57%

*Site was known as BlackFriday2010.com in 2010

Amazon Ranks #1 Among Online Retailers on Black Friday

Fifty million Americans visited online retail sites on Black Friday, representing an increase of 35 percent versus year ago. Each of the top five retail sites achieved double-digit gains in visitors vs. last year, led by Amazon. Walmart ranked second, followed by Best Buy, Target and Apple.

Most Visited Retailer Properties on Black Friday
Excludes Auction Sites (e.g. eBay)
Black Friday 2011 vs. Black Friday 2010
Total U.S. – Home & Work Locations
Source: comScore, Inc.
Retail Property
1 Amazon
2 Walmart
3 Best Buy
4 Target
5 Apple

“Each of the top online retailers generated significantly greater Black Friday activity compared to last year,” added Mr. Fulgoni. “Amazon.com once again led the pack, with 50 percent more visitors than any other retailer, while also showing the highest growth rate versus last year. However, it is telling that the top multi-channel retailers also showed strong growth in visitors, demonstrating the importance of the online channel to the retail industry as a whole.”

Amazon buying speech recognition firm Yap, report says

Thursday, November 10th, 2011

AmazonAmazon has purchased Charlotte-based speech-recognition firm Yap, according to a report in The Atlantic. Citing an SEC filing, the magazine notes that neither company announced the merger of Yap with Dion Acquisition Sub, which lists a Seattle Amazon building address.

The magazine says that “The acquisition is particularly interesting given the prominence of Apple’s voice efforts and the depth of Google’s.’” It speculates the acquisition may be Amazon’s step into the voice control field. Amazon has steadily moved from being primarily a retailer to being a tech company selling ereaders, tablets and cloud services.

Yap’s technology, which goes beyond the voicemail-to-text service it shutdown recently, may be Amazon’s first move in developing a rival to Apple’s Siri on the new iPhones.

Yap, which presented at TechMedia’s Southeast Venture Conference and was profiled here, raised a $6.5 million A financing round from SunBridge Partners in 2008. The sixth annual SEVC is just around the corner, February 29 – March 1, 2012 at the Ritz Carlton in Tysons Corner, VA.

“Yap is truly a leader in freeform speech recognition and driving innovation in the mobile user experience,” said Paul Grim, general partner at SunBridge Partners in a statement following the funding. “It is increasingly clear that the fastest, easiest, and safest way to interact with services on a mobile device is using your voice, and Yap makes this both possible and intuitive.”

Founded in 2006 by brothers Igor and Victor Jablokov, the company raised $1.5 million from individual investors in May 2007.

 

 

Publishers diversifying to cross-media devices, monetizing mobile

Monday, November 7th, 2011

Audit Bureau of CirculationsCan mobile reading devices such as tablets, e-readers, and other devices give the ailing magazine and newspaper industry a boost? Magazines and newspapers in the U.S. and Canada are becoming more confident in their strategic mobile plans as they diversify their offerings and discover new ways to derive revenue.

If free online access to news and the content of many of other publications killed some traditional media outlets and continues to put a strain on others, mobile devices are offering publishers another shot at monetizing the digital world, and this time, they’re not sticking their collective heads in the sand.

According to a new survey from the Audit Bureau of Circulations and ABC Interactive, Going Mobile: How Publishers Are Maturing and Monetizing Their Offerings,” the number of publishers who say they have a well-developed plan for the mobile market rose to 59 percent, up from just 28 percent in 2009.

And 67 percent said it was important to their strategic future to earn revenue from both ads and subscriptions.

This is the third annual mobile survey from ABC and ABCi. The accumulated data provides a unique glimpse into the evolution of the mobile market from the perspective of print publishers who are hoping to capitalize on new platforms.

The 2009 version of the survey provided a hint of publishers’ initial reactions to smartphones and the 2010 results indicated a growing preference for tablets.

How they’re dealing with the fragmented device market

This year’s survey gives yet another update on publishers’ diverse array of consumer offerings and how they’re dealing with a fragmented device market and competition from other mobile content creators.

newspapers“With three years of data to analyze, the ABC/ABCi mobile surveys offer a behind-the-scenes look into the workings of magazines and newspapers as they address the promises and challenges offered by the rise of the personal mobile device,” said Neal Lulofs, executive vice president and general manager, ABC Interactive.

“This year’s survey results show the great strides publishers have made during the last two years and how they are preparing for a future where smartphones and tablets are a ubiquitous part of everyday life.”

Survey Highlights:

  • Eighty-five percent of survey respondents said they currently have mobile content for smartphones, e-readers or tablet devices, up from 76 percent last year. Newspapers (88%) were most likely to have mobile initiatives in place, followed closely by consumer magazines (83%) and business publications (79%). Publishers cite development and maintenance costs as the primary reason they did not have a mobile presence.
  • Many believe that e-readers and tablets will be the biggest boon to their business. Seventy-three percent said readers are most likely to consume their content on e-readers or tablets compared to 60 percent who said the same thing about smartphones. In Canada, the gap was even wider. Fifty-seven percent said e-readers and tablets had the brightest future compared to just 34 percent for smartphones.
  • Publishers in the U.S. and Canada are investing in optimized mobile websites. Eighty-one percent of U.S. publishers and 65 percent of Canadian publishers said this was an important part of their strategic plans. Respondents said mobile websites often account for up to 15 percent of their overall website impressions.
  • When it comes to developing apps, most publishers are focusing their efforts on Apple products. Sixty-one percent of respondents said they have an iPhone app and fifty-four percent said they have an iPad app. Of those publishers with apps, 45 percent said they charge for their iPad apps, followed by 35 percent collecting payment for iPhone apps and 34 percent earning revenue from Amazon’s Kindle.
  • While most publishers were optimistic about Apple’s new Newsstand offering, many still expressed frustration with the company’s fees and consumer information policies. Just eight percent said they thought Apple’s tactics were favorable to publishers. Forty-two percent said the publishing industry needs to develop an alternative to Apple to be successful in the future.
  • Two-thirds of survey respondents said publishers need to focus on two equally important revenue streams—advertising and subscriptions. Publishers believe mobile offers many potentially successful advertising opportunities, including search (67%), store locators (65%), banner (64%), sponsorship (62%) and video (62%).
  • Publishers had mixed feelings about how to best charge consumers for accessing content on multiple platforms. Forty percent said readers should pay one price and receive access to all platforms—print, web, mobile—while another 40 percent said readers should pay more for each additional platform.

There was more agreement regarding buyers’ expectations from mobile advertising. Seventy-four percent of U.S. publishers and 70 percent of Canadian publishers said advertisers would demand more accountability as they spend more money on mobile buys.

Two-thirds of publishers said the industry needs to report more detailed mobile metrics, such as access rates and time spent. And 72 percent said multimedia reports like ABC’s Consolidated Media Report will become increasingly important as their portfolios diversify.