Bad news for marketers wanting to deliver content and services to mobile phones. Customer experience is negative when it comes to data services, users are disappointed or just confused, so non usage is their easiest choice. A new consumer survey conducted by Harris Interactive on behalf of Macromedia, found out that more than 8 out of 10 (81%) USA adults currently own a cell phone, but a combination of factors relating to consumer experience, including download speeds, confusing menu interfaces, poor graphics quality, and lack of relevant information, serve as barriers to increased use of data services.

Consumer experience factors that prevent consumers from doing more with their cell phones include: connecting to network-based services is too slow (22%), menu options are not consumer-friendly (19%), and the quality of graphics is too poor (13%).