Reliability issues turn off mobile TV users in Europe

MUMBAI: A survey of 22,000 European mobile users commissioned by Tellabs has revealed that a high percentage of early adopters of mobile TV and video services are snubbing a second helping. The research, conducted by M:Metrics in the United Kingdom, Germany, Italy, France and Spain, brought up an interesting issue: on average, former users of mobile TV and video outnumber current users by more than 19%. Users cited price, quality and reliability issues as the main reasons why they do not come back for more.

"At 3GSM we will be treated to a feast of new mobile TV launches with millions of dollars being spent on developing, marketing and distributing mobile TV services. But if services fall short of user expectations on quality and reliability, it could be money wasted," said Pat Dolan, Tellabs vice president for Europe, Middle East and Africa. "So while we share our industry's enthusiasm for mobile TV, the detailed results of this survey provide important food for thought for the global operator community, who want to address network backhaul issues to improve mobile TV and video services."

Forty-five percent of European mobile video and TV users cited pricing issues as a factor causing them to switch off the services. And nearly a quarter (24%) of users who tried mobile video and TV stopped using the services due to concerns about service quality and reliability.

The split between perception and reality was most pronounced in the United Kingdom. Only 6% of those who had never used mobile video and TV cited quality and reliability as reasons not to try such services, but 29% of users had stopped using services because of quality and reliability.

"Pricing has already been highlighted as a stumbling block for recurrent use of mobile video and TV services, but we were surprised by just how much value users place on quality and reliability," said Paul Goode, senior analyst, M:Metrics. "Once the basic requirements of quality and reliability are good enough, the focus will rightly shift to issues of programming, brands and marketing in addition to price. This research highlights the need to address quality and reliability so the industry can retain viewers, which is a key part of growing audience numbers."

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