Customer support and after sales service are the most important purchase criteria for new smartphone and tablet buyers, according to a new survey from B2X Solutions, a leading provider of customer care for electronic devices and Motorola Mobility.
What’s more, the ease of use, type of operating system, and level of innovation ranked as other top decision-making criteria for all device users. The survey revealed that 23% of Americans spend more than $1,000 on new devices per year.
The survey polled more than 500 U.S.-based smartphone and tablet users on their experiences with their devices.
Here are some more key takeaways from the survey:
· Americans are addicted to their smartphones
· 74% keep their smartphones within reach throughout the entire day
· 60% sleep with their phones and that number increases to 84% in the 18-29-year-old demographic, while their European counterparts are more likely to keep their devices in the next room
· 17% of women would give up their best friend for a week instead of their smartphone
· 53% keep their phone sound on even while they sleep
· 25% of respondents have a problem with or question about their smartphone/tablet at least once a year
· 30% of users have no idea where to get help if they need support
· 70% of Americans expect repairs within the same day
· Software problems and damage to the display are the two most common reasons for using a repair service
· 10% of phones that are being repaired are fixed correctly the first time, and another 10% come back with a new problem that did not previously exist
· 86% of Americans primarily use their phone for text messaging
· Almost 20% of people between the age of 16-20 spend more than five hours on their phones, which is more than double that of any other age group
“At Motorola, we consider customer care to be of the utmost importance,” Donald Hicks, Sr. Director Business Operations and Strategy at Motorola Mobility LLC, said in a release. “In fact, we find it so vital that we’ve re-engineered the consumer experience for Motorola users with a new service and repair model whereby the customer is our central focus. Through our partnership with B2X, we have been able to enhance our customers experience by improving our repair and replacement options while becoming more efficient and cost effective.”