Around a third of consumers and small businesses experience regular problems with their mobile coverage, according to research released today by the Communications Consumer Panel. The Panel was established to advise the regulator, Ofcom, on the consumer interest in the markets it regulates. The Panel is now calling on Ofcom to work with mobile network providers to improve coverage and provide better information to consumers. The Panel will also write to the network providers to seek to gain a try before you buy get-out clause in mobile contracts, to help consumers get the coverage they want.
The study was carried out by TNS Research, who questioned 2,000 consumers and 300 senior decision-makers in small businesses. Researchers found that 56% of consumers and 91% of small business respondents have difficulty with mobile coverage a third of all those surveyed said this was a regular experience. Coverage problems include not spots, where there is no coverage at all, poor quality or intermittent coverage, delayed text messages, and dropped calls.
The quality of coverage depends on a number of factors: whether you are near one of your providers transmitters; whether you are using your phone inside or outside; the local landscape; and even the weather. But there is scope for coverage to be improved, the Panel believes, adding that it welcomes Ofcoms intention to conduct research to better understand the causes of coverage problems. The Panel is asking Ofcom and the mobile industry to work together to use the findings to improve coverage for calls and texts, both at home and on the move.
While all the focus is on rolling out new services like mobile broadband, our research reveals that large numbers of consumers and small businesses are still having problems making even basic voice calls, says Communications Consumer Panel Chair, Anna Bradley. This kind of basic coverage is hugely important to consumers and essential for small businesses to thrive.
Key findings of the research include:

• 56% of consumers and 91% of small business respondents have experienced problems with reception, while 33% of consumers and 34% of small business respondents experience problems regularly.
• 36% of consumers say they have experienced not-spots and 18% of consumers experience them regularly.
• 80% of business respondents say they have experienced not-spots and 24% have experienced this regularly.
• 57% of small business respondents and a fifth of consumers have taken some sort of action as a result of reception problems.
• The most common response among consumers was to contact their providers customer service team, while small businesses were most likely to stop using their phone in certain circumstances.
• Some consumers and small businesses have also resorted to buying a new phone or changing provider.

You can download a free copy of the research findings here.