New research from Fanfare said the majority of smartphone users are disappointed with the performance of their handsets and apps.
A whopping 57% of those surveyed said the smartphone experience is not up to snuff, particularly when streaming media, surfing the web or using social networking applications. These people didn’t know who to blame but more than half (53%) think it’s the handset manufacturer’s fault.
Despite the explosive growth of applications through the App Store and Android Market, Fanfare’s survey found 29% of people had continual problems with downloaded apps. As the newness of apps wear off, consumers are just hoping for apps that are reliable, Fanfare said. Customers are not shy about expressing their disappointment either, as 58% will turn to social networks like Facebook and Twitter to voice their displeasure. This can also have an impact on future sales because 76% of people consider friends’ recommendations before buying a device.
“The reality is that it is very hard to tell who is at fault for the glitches that smartphone users are experiencing, but by collaborating over testing, the phone makers, networks and application builders can give customers a better experience and reduce the chance of customer churn,” said David Gehringer, VP of marketing for Fanfare.
Before we go around saying the sky is falling, it’s important to note this survey only included 155 people, which is far too small of a sample size to extrapolate a larger trend. Additionally, Fanfare just happens to offer device-testing services that could alleviate some of these disappointments, so you can draw your own conclusions from that. That doesn’t mean there isn’t some truth to this survey because we always have high hopes for the latest device and it fails to fulfill these most of the time. These high expectations are great for the industry, though, because it prods Apple, Research In Motion, HTC and others to continue to try and get it right.
[Via Fanfare]