Research Finds that Mobile Users Want Better QoE!!

    
A new consumer research launched by YouGov and Acision finds that "By competing on service Quality of Experience (QoE), mobile operators have an opportunity to improve customer satisfaction, reduce churn and drive new revenue streams .. The research, which questioned UK consumers .. shows that 77% of users having encountered some form of quality of experience issue using services on mobile broadband .. While overall satisfaction may have risen slightly, operators still face challenges with regard to improving mobile broadband service delivery, with 54% of consumers having experienced slow speeds and 42% having had connection problems .. 77% of consumers who use VoIP on their mobile phone stated that they have encountered problems with the service .. 70% of video users have experienced problems"

"..70% of those questioned stated that they would like to be notified in real-time about network congestion, while another 71% wanted to be notified about large download sizes, which may impact their data usage"

See the press release - here.

New Report: "Seizing the Opportunity in Mobile Broadband"

 
Acision and Yougov (research and consulting organization) published a new report providing "a long-term trend analysis of mobile broadband in the UK from June 2008 to June 2010, and outlines recommendations on how mobile broadband providers can establish a sustainable business model with healthy profitability levels, while also providing quality access for all users."

See the press release - "Acision and YouGov co-publish mobile broadband research report" - here and the report - here.

The paper analyses results of a previously published research (see - "84% of Mobile Broadband UK Consumers Experienced QoS issues" - here) and:

• Identifies "key areas where additional capability could be deployed which are showing high levels of consumer acceptance - Fairness policies, Content adaptation and Paid for Value Added Services (VAS)".
   
• Outlines "the main areas of particular importance for operators, and at a business level the following four priorities have been identified:
• Grow ARPU by enabling a rich and differentiated service offering 
• Decrease Average Cost Per User by maximising network utilization 
• Control QOE by managing all relevant aspects of the service 
• Leverage key internet ecosystem players such as the content providers to create new value propositions to consumers"

Steven van Zanen, SVP Marketing, Mobile Data Control, Acision said: “.. there is clear consumer support to tackle the fundamental issues in broadband such as cost, quality of experience and value for money. It is now up to operators to leverage their unique capabilities and intrinsic value to seize this great opportunity.”

84% of Mobile Broadband UK Consumers Experienced QoS issues

 

"New consumer research .. by YouGov and Acision .. again reinforces the Quality of Service (QoS) challenges operators are facing with their mobile broadband services today. The research, which questioned UK consumers about their mobile broadband experience on smartphones, laptops and other mobile handsets found that, despite the rising popularity of mobile broadband:

• 84% had experienced Quality of Service issues
• Slow speeds are amongst the most encountered problem (67%)
• poor network coverage (49%)
• inability to get connected (45%) and
• connection loss (40%)."

See "UK consumers show broad support for increased fairness, content adaptation and service differentiation policies across mobile broadband services" - here.

"Steven van Zanen, senior vice president marketing, mobile broadband, at Acision, said: “When reviewing the research, we identified three key areas where operators can deploy capabilities to raise QoS levels:

• Defining fairness .. once aware of the issues surrounding the fair distribution of bandwidth, consumers responded positively to the option of allowing sophisticated fairness policies if this helped to improve the overall service.
   
• Content optimisation is a second area where operators can improve user experience
   
• The cost of offering high-quality mobile broadband at flat fees is becoming increasingly difficult for operators and making it hard for them to recoup investments and operating costs. However, analysis of user spend on mobile broadband demonstrates a very wide range of spend levels. This provides ample space for differentiated packages and pricing points, which can be set by operators and enables fairness for all.

Great to see such a perfect match between the general consumer opinion ("The research was carried out by YouGov, the international market research agency between 08/06/2010 and 10/06/2010 .. from a representative sample of 1,073 mobile broadband ") and the sponsor offering!

Related post "DPI Announcements - Acision Broadband Mobility Suite" - here.