If you’re desperately confused by your mobile phone and all of its features then you are not alone. As phones have become more complex, wireless carriers are receiving more calls from confused customers, according to a survey from J.D. Power and Associates.
The survey found that 59% of respondents have contacted their providers in the last year. That is the highest total since Power began collecting such data in 2000. It was 47% in 2000, and was up to 54% last year, so this year represents a fairly significant jump.
It only makes sense that this trend would happen, as phones have more and more features these days that most people just can’t figure out how to use. The burden, though, is placed on the call operators at the carriers who have to deal with a higher volume of calls, and have to be able to solve the increasingly difficult problems at the same time. It’s a disturbing trend for service providers, since Power found that people who call carriers are 50% more likely to switch to another provider than those who do not.