78% users say set-up stops them buying new mobiles

20 January 2009 — 12:15 PM

The time it takes to get a new mobile phone up and running is stopping 78 per cent of users from changing their handset, it has been revealed.

According to research from device management group Mformation, a "less painful" set-up process would encourage consumers to upgrade or swap their phones more frequently.

The survey found that complexity is generally preventing the uptake of newer services - 61 per cent said they found the procedure "as frustrating" as opening a new bank account.

Moreover, some of the applications present on many of the new smartphones are not working straightaway for users.

Email (46 per cent), instant messaging (30 per cent) and picture messaging (29 per cent) are some of the features that most commonly present problems for consumers.

Consequently, these services are not used by 61 per cent of mobile phone owners due to the fact they present ostensibly unsolvable problems.

"'Up and running straight out-of-the-box' means exactly that," said Mformation vice-president Matthew Bancroft.

"The message from consumers is that phone setup is simply too complex."

Mformation was founded in 1999.

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