A significant percentage of adult smartphone users experience service issues on a regular basis when using multimedia services, according to a survey commissioned by mobile broadband quality assurance solutions provider Empirix. Problems arise regularly when performing Internet searches, downloading data, and searching for and watching videos. Of particular concern to telecompetitors, nearly half of those experiencing problems blame their mobile service providers, according to the survey, which was conducted online by Harris Interactive.
“The proliferation of mobile devices has created unparalleled use of new services and applications on smart devices, frequently causing a strain on service provider networks,” said Bob Hockman, Empirix’s director of product marketing. “When consumers feel this strain, the initial reaction is dissatisfaction, which quickly turns into blame towards someone or something else for the problems. Mobile providers often do not realize that consumers are judging them based not only on broader mobile application offerings, but more so on whether the application works as advertised, every time. Without consistent, high-quality connectivity, carriers make themselves susceptible to disenchanted customers and lost business.”
Respondents said they used their smartphones most frequently to text, conduct Internet searches, download data and play games. Eighty-six percent of those in the US, and the same percentage in the UK, reported experiencing problems while using multimedia apps. The corresponding stat for users in Germany was 77%. More than 75% of those in the US who perform these activities via social networking sites reported having issues. More than 60% of UK smartphone users overall reported having problems with Internet searches, texting and using other apps. More than 50% of those in Germany reported the same.
“Customers no longer tolerate just ‘ok’ service; whether it’s the ability to quickly download a video or update their Facebook status, users expect the network to work well all the time. From pre-deployment testing to ongoing networking monitoring, end-to-end quality assurance is critical to enabling providers to get their network right and keep it right,” said Hockman.