Poor websites, staff deficiencies an unsuitable deals are three major problems for mobile phone companies, according to YouGov. The findings come from a recent survey, which looked into consumers mobile browsing and buying experience.

The ‘Mobile Buying Experience’ survey showed a number of sales are lost everyday. Only two thirds of ‘serious shoppers’ actually bought something after looking. What’s more only 54% of shoppers who were looking to buy a mobile phone, accessory or service in the first six months of this year actually made a purchase.

Customer’s main complaints were regarding poor sales techniques from both in-store and call centre staff. The survey also showed that online sales are increasing, with 53% of consumers making online purchases compared with only 34% of shoppers making their latest purchase in a retail outlet. However, customers reported an equally poor sales experience online, with a significant number complaining of poor website layout and navigation.

YouGov telecommunications consulting director Caroline Gaskin said: ‘The mobile phone industry is missing out on significant sales volume, even among consumers who are ready and willing to be sold to.’

Phones4U NEWS