Data Snapshot

The Poor Design Of Car Manufacturers’ Mobile Apps Fails Customers

October 21st, 2022
With contributors:
Martin Gill , Jana Gül , Rachel Birrell

To understand consumers’ perceptions of car manufacturers’ mobile apps, we surveyed 171 car owners. The majority weren’t aware of their car manufacturer’s mobile app; only a third had installed it; and a quarter chose not to because they didn’t see the value of it. Poor design is the primary cause of customers’ dissatisfaction: App features don’t work as expected; interfaces are frustrating to use; and the apps are unreliable. Car manufacturers need to better define their mobile app strategy and craft their app’s user experience to be valuable to car owners.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($395).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.