A new survey from Vasona Networks shows that mobile users’ expectations for good mobile data performance are rising, and that operators are most likely to be blamed if they have issues — even with applications, where the carrier’s control is limited.
The annual survey showed that mobile data performance is slowly becoming more important in why users choose a particular service provider: 32% said that was an important factor in choosing a wireless carriers, up from 29% last year. However, price was still the most important factor for 56% of respondents. Meanwhile, expectations for “good mobile data performance all of the time” rose nearly 10% from 2013, to 72%.
When asked if they would recommend their service provider based on their mobile data experience, fewer than half— 42% — said they would. Most respondents took a neutral stance on that aspect (49%) and an additional 9% said they wouldn’t recommend their carrier based on data performance.
John Reister, VP of marketing and product management for Vasona Networks, said that as far as 4G networks go, “significant efforts and investments are being made, but heavy network congestion still persists, making subscriber satisfaction a constantly moving target. This year’s survey … indicates that the race to deliver the best mobile broadband experience is far from over as demand for better services keeps growing.”
The survey, which was conducted earlier this month among more than 1,000 U.S. online consumers who said they use a smartphone with mobile data plan, also found a large jump in the percentage of users who held their wireless carrier most responsible when an app doesn’t function as expected: from 40% last year to 55% this year.
Infographic courtesy of Vasona Networks
