NETANYA, Israel-Mobile users who have trouble accessing data services are far more likely to give up than to seek help from their operator or mobile content provider, according to research from NOP.
The survey, which was commissioned by Israeli mobile software developer Olista, found that 64 percent of those who had tried to use a wireless data service such as picture messaging or content downloads said they would quit after one or two unsuccessful attempts. Only 2 percent said they would seek assistance from a carrier or content distributor, and one-fourth of those surveyed said they would continue trying until they succeeded.
Results also indicated 77 percent of phone users had never used any mobile data service, and only 12 percent of those who had claimed to be completely satisfied with the experience. More than half of respondents cited cost as a top barrier to using such services, and 43 percent cited simplicity as an important issue.
“The survey highlights the need for a proactive approach to customer care,” said Oren Glanz, Olista’s chief executive officer.
Olista’s technology is designed to allow carriers to identify, resolve and prevent problems encountered by mobile data services users. NOP surveyed 1,000 adults in the United Kingdom for the study.
