Increasingly confusing service offerings, and concerns over ease of use, are holding consumers back from buying and using 3G handsets and services, according to research.
A poll commissioned by Netonomy, a customer service solutions provider, and conducted by research firm YouGov, found that 79 per cent of respondents believe mobile phone services are getting more complicated to understand and configure.
This compares with 71 per cent of respondents in a similar survey carried out in January 2005.
Furthermore, 73 per cent of early adopters that already own 3G phones rarely use the 3G services and applications available to them. Some 28 per cent never use them at all.
Of those that did not already own a 3G phone, fewer than 47 per cent were confident that they would find 3G phones and services easy to use, and only eight per cent are considering upgrading to a 3G phone.
However, there is increasing evidence that people want to manage their phone accounts themselves. Some 59 per cent of 18 to 29 year-olds wanted to control their phone accounts online, compared to 13 per cent via a call centre and fewer than one in 10 at a high street retailer.
"We hope that operators do not get lost in the excitement of new revenue generating services and forget about the implications these new services have on customer service," said John Hughes, co-founder and executive vice president at Netonomy.
"Operators should recognise the pent-up demand from customers for self-service, and use it to drive the growth they need for 3G."
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