Customer experience systems company Amdocs has published some research that looked at 4,000 mobile phone users who’d visited a mobile phone service provider’s shop in the previous six months. More than 60% of them said they’d visited a store to buy a new mobile phone or upgrade their current handset – yet a quarter of them left without making a purchase.
Half of those consumers who’d planned to make a purchase but didn’t go through with it said they’d have bought if they’d had a better customer experience. The main reasons for abandoning the purchase were the length of time to complete the transaction or a lack of in-store knowledge about devices & tariffs. [Press release]