Faulty Mobile Devices Play Major Role in Carrier Churn
Nearly four in 10 (38 percent) respondents cite battery life as the most common type of device issue they experience, according to the Blancco report.A combination of faulty mobile devices and ineffective care would cause 31 percent of mobile users to switch to different mobile carriers and another 33 percent to change their device manufacturers, a new study indicates. In a global survey of more than 1,400 mobile users, Blancco Technology Group found that nearly half (49 percent) said they would seek help within the first three days of experiencing device issues. Nearly four in 10 (38 percent) cite battery life as the most common type of device issue they experience, while 13 percent say frozen/crashed apps occur most frequently, according to Blancco Technology Group, a specialist in mobile device diagnostics and secure data erasure. "I was surprised, maybe even a little pleased, to see the replacement cycle for mobile devices shortening," Amit Mahajan, chief technology officer of SmartChk by Xcaliber Technologies, a division of Blancco Technology Group, told eWEEK. "The largest percentage of respondents, 35 percent, opt to wait two to three years to get a new device, instead of giving in to normal wear and tear. I would have believed the fear-of-missing-out mentality to have the next best device would have yielded a higher percentage. But only 9 percent said they purchase a new model when it arrives in market."
For 26 percent of respondents, a physical report displaying all diagnostics tests that run on their device would have a 100 percent effect on their satisfaction and loyalty with their mobile carriers and device manufacturers.