Mobile Workforce Report

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Mobile Workforce Survey Results:

Section 2: Networks are expensive

Over the next year or so, we will continue to see an end of the all-you-can-eat 3G/4G buffet. For example, Verizon announced a $30 per month data plan for the iPhone, but this is a limited time deal. Shortly after the launch of the iPhone, Verizon will move to a tiered data plan. This is happening because networks are expensive to operate, and at the same time, available mobile networks are not delivering on consumer expectations for coverage and network speed.

Overall, 87 percent of mobile workers were satisfied with their mobile service (which includes voice and data). But when it comes to data service, only 57 percent were satisfied with their network coverage, and just 46 percent were satisfied with their network speed. Mobile workers were more satisfied with voice services (73 percent were satisfied with voice coverage and 77 percent were satisfied with voice quality).

Figure 10: What about your mobile service are you satisfied/dissatisfied with?

Those mobile workers that reported dissatisfaction with the network coverage and speed of their mobile service were also less satisfied with voice services. Only 56 percent were satisfied with voice coverage and 64 percent were satisfied with voice quality.

This lower satisfaction with data coverage and network speed has led to an increase in the use of Wi-Fi on the smartphone. Those that expressed dissatisfaction with their mobile operators’ network coverage also tended to use Wi-Fi more. 66 percent used Wi-Fi on their smartphone at least one hour per day.

Of the broader mobile workforce respondents, 50 percent of mobile workers kept Wi-Fi on “all the time” on their smartphone. 27 percent turned Wi-Fi on when 3G was not available, 27 percent turned Wi-Fi on when 3G performance was poor, and 40 percent when they traveled internationally. In terms of how much time “all the time” works out to be, 59 percent of mobile workers used Wi-Fi on their smartphone at least one hour per day.

Figure 11: In a given day, on average, how often are you actively using Wi-Fi on your smartphone?

By generation, 63 percent of those aged 34 and under (62 percent of those 44 and under) used Wi-Fi at least one hour per day, compared to 47 percent of those ages 55 or older. And if their mobile operator/carriers increased charges for Internet access via their cellular data network, 71 percent of mobile workers indicated they would go on a data diet. 29 percent would not change their behavior, since for 24 percent of them their employer pays the bills, and 5 percent thought it was worth the cost.

Figure 12: Would you use your smartphone less if your mobile operator/carrier increased charges for Internet access via its cellular data network?

We were also interested in where mobile workers most frequently used Wi-Fi on their smartphones. 44 percent of mobile employees most frequently used Wi-Fi on their smartphones at home, 17 percent in the office, 10 percent at an airport, and 8 percent in a hotel.

Figure 13: Where do you use Wi-Fi most frequently on your smartphone?

Mobile employees were overwhelmingly cognizant of how much data they consumed in a given month on their smartphones. This demonstrates the rise of the mobilocracy and how increasingly mobile employees are engaged and responsible for their own mobility. 34 percent of survey respondents used less than 500 MB of data a month; while 39 percent used more than 500 MB (8 percent used more than 2 GB). Only 23 percent didn’t know how much they consumed in a month, and an additional 5 percent didn’t care.

Figure 14: How much data (via 3G or 4G network) do you use a month on your smartphone?

Recommendations for IT:

Most employees are responsible for moderating data usage and watching data spend -
72 percent know how much data they consume in a month, and 70 percent would go on a data diet if cost became a consideration for data coverage. IT needs to worry about users who do not see or have knowledge of their bill or usage each month because their employer is footing the bill.
On the flip side, IT may want to take a stronger role in providing alternate means of connecting for those who pay their own bills. If users stop using their personal smartphones for work because of data constraints, companies may lose some productivity. Even providing basic education for all employees on when and how to use Wi-Fi over 3G could make a big difference.
Take back control of the network decisions by abstracting the user from network decisions and making their connectivity life simple. By steering the user to Wi-Fi, 3G, and 4G networks at appropriate times and types of usage, IT can deliver cost controls ahead of potential 4G overage charges.