3GScottishUser
30th June 2005, 11:55 AM
From Net4nouwt.com (30/06/2005):
Technology failures a worry to 3G users
More than one third of the population (37%) are harbouring worries about technology failures when using 3G phones or other mobile devices. The independent study, commissioned by service management company Tertoi SMS (www.tertoi-sms.com), shows that public perception of network reliability will be critical to the successful consumer take-up of 3G and new mobile services.
Mobile operators are facing a huge challenge putting consumer worries to rest, with a further quarter of people still to make up their minds about the safety and reliability of transferring data across mobile networks.
Service levels are proving a prime concern for people who are experiencing widespread technology-based service failure in everyday life. On a weekly basis nearly a quarter (23%) of the population find themselves unable to use technology when they want to, for example making a mobile phone call or accessing the Internet from home. One in ten people encounter problems on a daily basis.
Despite how common this problem is, consumers continue to have extremely high expectations of technology-based service levels, with more than three out of four people (79%) expecting technology to work when they need it without fail. This is leading to techno-rage, a name coined by Tertoi SMS, to describe the publics acute level of annoyance with organisations over technology hitches in service delivery. Techno-rage is significantly worse among young people, a key market for 3G operators, where 85% of 18 to 24 year olds are fed up with poor service levels.
With half of consumers laying the blame for technology mishaps at the door of the company delivering the service, regardless of whether they are at fault or not, the findings have serious implications for the telecommunications industry.
Full Net4nowt article (http://www.net4nowt.com/isp_news/news_article.asp?News_ID=2966)
Technology failures a worry to 3G users
More than one third of the population (37%) are harbouring worries about technology failures when using 3G phones or other mobile devices. The independent study, commissioned by service management company Tertoi SMS (www.tertoi-sms.com), shows that public perception of network reliability will be critical to the successful consumer take-up of 3G and new mobile services.
Mobile operators are facing a huge challenge putting consumer worries to rest, with a further quarter of people still to make up their minds about the safety and reliability of transferring data across mobile networks.
Service levels are proving a prime concern for people who are experiencing widespread technology-based service failure in everyday life. On a weekly basis nearly a quarter (23%) of the population find themselves unable to use technology when they want to, for example making a mobile phone call or accessing the Internet from home. One in ten people encounter problems on a daily basis.
Despite how common this problem is, consumers continue to have extremely high expectations of technology-based service levels, with more than three out of four people (79%) expecting technology to work when they need it without fail. This is leading to techno-rage, a name coined by Tertoi SMS, to describe the publics acute level of annoyance with organisations over technology hitches in service delivery. Techno-rage is significantly worse among young people, a key market for 3G operators, where 85% of 18 to 24 year olds are fed up with poor service levels.
With half of consumers laying the blame for technology mishaps at the door of the company delivering the service, regardless of whether they are at fault or not, the findings have serious implications for the telecommunications industry.
Full Net4nowt article (http://www.net4nowt.com/isp_news/news_article.asp?News_ID=2966)