It’s Complicated: Consumer Frustrations & Churn

Reasons Why Faulty Mobile Devices and Poor Customer Service Play a Major Role in Mobile Carrier & OEM Churn

4Let’s dive deeper and review:

According to GSMA:

In 2014, the total number of mobile unique subscribers reached 3.6 billion worldwide. And by 2020, it’s predicted

that 60 percent of the global population will subscribe to mobile

devices.

#1: Faulty Mobile Functionality Is the Norm, Not the Exception

31% of respondents experience problems with mobile devices at

least once a month and as often as several times in a year.

#2: Short-Lived Battery & Frozen/Crashed Apps Are Root of Mobile Woes

38% of respondents cited battery life as their most common device issue. Another 13% are plagued by frozen/crashed apps.

#3: Quick & Efficient Diagnosis Trumps Helpful, Friendly Service

38% of respondents cited quick and efficient diagnosis as their number one priority for the customer service/care experience.

But only 23% cited helpful, friendly service.

#4: Faulty Devices and Ineffective Care Take Negative Toll on Customer Loyalty

31% would switch to a different mobile carrier as a result of device issues and poor customer service/care. And 33% would switch to a

different device manufacturer.

DOWNLOAD THE FULL STUDY

CONCLUSION

“When consumers head in-store for help, they’re usually under the assumption that customer service agents, sales representatives and repair specialists

are geniuses in troubleshooting and fixing their mobile devices.”

“In reality, a vast majority of support staff are young, immature and lack adequate training – and there isn’t any mobile diagnostics solution or technology onsite

to close that skills gap.”

Amit Mahajan, CTO, Blancco Technology Group

LEARN ABOUT OUR MOBILE DIAGNOSTICS SOLUTIONS