Wireless & Mobile Landscape

U.S. Mobile Consumers: Mobile Service Issues and Use of Customer Care

U.S. consumers are dependent on the advanced functionality of their smartphone or tablet. In addition to voice calls, emails and messaging, mobile devices provide social networking, web browsing, and video entertainment. In order to optimize their mobile service after the initial purchase of their mobile device, consumers often need customer support for a variety of issues, from adjusting rate plans to managing blocked calls to replacing lost or stolen devices.

This market study provides an overview of the issues that U.S. mobile consumers experience, the frequency of each type of issue, and the types of customer support services the mobile consumers use to resolve those issues. The consumer data presented in the report is the result of iGR’s survey of 1,159 U.S. consumers in January 2015.


Key Questions Answered

  • What types of mobile service or mobile device issues have U.S. consumers experienced in the past year?
  • How many times did U.S. consumers experience the same type of issue in the past year?
  • How did U.S. consumers attempt to resolve each type of issue? Through the mobile service provider or through the device manufacturer? In person or online?
  • How do demographic variables and use of mobile services relate to the occurrence of U.S. consumers’ mobile issues?

Who Should Read

  • Mobile operators
  • Device OEMs
  • Customer support solution vendors
  • OSS/BSS vendors
  • Financial analysts and investors.

Table of Contents

  • Abstract
  • Executive Summary
  • Methodology
  • Customer Care Services for U.S. Mobile Consumers
    • Mobile Service Providers’ Customer Care Services
    • Device Manufacturers’ Customer Care Services
    • Retail Stores’ Customer Care Services
  • Mobile Service and Mobile Device Issues Experienced by U.S. Consumers
    • Mobile Service and Mobile Device Issues Experienced
  • Billing Issues
    • Billing Issues Resolution
  • Change of Rate Plan
    • Change of Rate Plan Resolution
  • Damaged or Defective Device
    • Damaged or Defective Device Resolution
  • Lost or Stolen Device
    • Lost or Stolen Device Resolution
  • Activation of New Device
    • Activation of New Device Resolution
  • Unlocking Phone
    • Unlocking Phone Resolution
  • Questions about Device Use
    • Questions about Device Use Resolution
  • Management of Blocked Calls
    • Management of Blocked Calls Resolution
  • Termination or Reactivation of Service
    • Termination or Reactivation of Service Resolution
  • Consumer Demographics
    • Demographic Profile of U.S. Consumer Respondents
  • Definitions
    • General
    • Device Types
    • Services
    • Network Technology
  • About iGR
    • Disclaimer

List of Tables

  • Table 1: Mobile Service and Mobile Device Issues Experienced
  • Table 2: Number of Billing Issues Experienced
  • Table 3: Billing Issues Resolution
  • Table 4: Number of Rate Plan Changes Experienced
  • Table 5: Change of Rate Plan Resolution
  • Table 6: Number of Damaged or Defective Devices Experienced
  • Table 7: Damaged or Defective Device Resolution
  • Table 8: Number of Lost or Stolen Devices Experienced
  • Table 9: Lost or Stolen Device Resolution
  • Table 10: Number of Activation of New Devices Experienced
  • Table 11: Activation of New Device Resolution
  • Table 12: Number of Phones Unlocked
  • Table 13: Unlocking Phone Resolution
  • Table 14: Number of Questions about Device Use
  • Table 15: Questions about Device Use Resolution
  • Table 16: Number of Times to Manage Blocked Calls
  • Table 17: Management of Blocked Calls Resolution
  • Table 18: Number of Times for Termination or Reactivation of Service
  • Table 19: Termination or Reactivation of Service Resolution
  • Table 20: Respondent Age
  • Table 21: Respondent Gender
  • Table 22: Respondent Ethnic Background
  • Table 23: Respondent Annual Household Income
  • Table 24: Respondent Level of Education
  • Table 25: Age of Children in Household
  • Table 26: Respondent Region
  • Table 27: Respondent Marital Status

List of Charts

  • Figure A: Mobile Service and Mobile Device Issues Experienced
  • Figure 1: Mobile Service and Mobile Device Issues Experienced
  • Figure 2: Number of Billing Issues Experienced
  • Figure 3: Billing Issues Resolution
  • Figure 4: Number of Rate Plan Changes Experienced
  • Figure 5: Change of Rate Plan Resolution
  • Figure 6: Number of Damaged or Defective Devices Experienced
  • Figure 7: Damaged or Defective Device Resolution
  • Figure 8: Number of Lost or Stolen Devices Experienced
  • Figure 9: Lost or Stolen Device Resolution
  • Figure 10: Number of Activation of New Devices Experienced
  • Figure 11: Activation of New Device Resolution
  • Figure 12: Number of Phones Unlocked
  • Figure 13: Unlocking Phone Resolution
  • Figure 14: Number of Questions about Device Use
  • Figure 15: Questions about Device Use Resolution
  • Figure 16: Number of Times to Manage Blocked Calls
  • Figure 17: Management of Blocked Calls Resolution
  • Figure 18: Number of Times for Termination or Reactivation of Service
  • Figure 19: Termination or Reactivation of Service Resolution
  • Figure 20: Respondent Age
  • Figure 21: Respondent Gender
  • Figure 22: Respondent Ethnic Background
  • Figure 23: Respondent Annual Household Income
  • Figure 24: Respondent Level of Education
  • Figure 25: Age of Children in Household
  • Figure 26: Respondent Region
  • Figure 27: Respondent Marital Status

For additional information on the U.S. Mobile Consumers: Mobile Service Issues and Use of Customer Care market study, please contact Iain Gillott at (512) 263-5682 or by email.