Over half of users would most likely describe their mobile as a “flippy-phone” or a “clammy”.
Ipsos MORI (Market & Opinion Research International), the largest independently-owned market research company in Great Britain, has released a survey regarding the mobile industry. The study purports that mobile operators and content providers may be losing revenues because their customers are ignorant of their phone’s specifications.
Forty-nine per cent of those surveyed did not know the model of their phone but did know the make. Nine per cent didn’t know the make or model.
The survey was carried out be LogicaCMG, one of the most prominent IT consulting firms. The survey is bad news for those in the business of providing content such as games, video calling and mobile internet browsing. In order to sell these products/services, the customer must know the details of their phone for compatibility reasons.
“This research demonstrates that many operators could well be trying to sell advanced data services based on the incorrect assumption that the users they are communicating with have basic knowledge of their own handsets,” explained LogicaCMG COO Paul Gleeson.
“Often this is not the case; the language used by the customer service advisor can be inappropriately technical and, as a result, they could actually be putting a number of people off using their handsets,” he continued.
The survey also revealed that men and users in the 15 to 34 age group were more likely to know details of their phone. This is important since these demographics are the target market for advanced data and media services.
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