Vasona Networks, the provider of the SmartAir and SmartVision analysis suite that help operators understand network activities and performance, released findings from its annual survey of smartphone owners showing that there is an increasing expectation on service providers for better experience on their mobile services. Vasona said that the percentage of respondents who hold their mobile operators most responsible when apps don't function properly increased from 40% last year to 55% this year.
The same sentiment is echoed across other experience indicators measured in the survey which was participated by more than 1000 mobile users in the United States. For example, the percentage of respondents who have an expectation of mobile data performing well ALL the time rose from 64% to 73%, said Vasona. In choosing a service provider, the percentage of respondents who base the decision on mobile Internet performance also increased from 29% in 2013 to 32% this year. In summary, mobile data performance has become a major benchmark for mobile users, influencing their subscription decisions and their ratings of their service provider.
Vasona added that despite the higher expectations, service providers seem to fare quite well with 42% of the respondents saying that they will recommend their service provider to a friend compared to only 9% who would say otherwise. The survey was conducted in the US across users of smartphones.
"As mobile operators expand 4G service, consumers are setting a high bar for broadband performance. Significant efforts and investments are being made, but heavy network congestion still persists, making subscriber satisfaction a constantly moving target. This year's survey from Vasona Networks indicates that the race to deliver the best mobile broadband experience is far from over as demand for better service keeps growing."
- John Reister, vice president of marketing and product management, Vasona Networks
