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.
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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
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