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The survey, conducted by Harris Interactive and sponsored by Empirix, was done in February 2011 with 2,180 smartphone users. The most common activities were texting, conducting Internet searches, downloading data and playing games. However, 86 percent of U.S. respondents reported experiencing problems while using multimedia applications, and more than 75 percent of U.S. users had trouble when conducting Internet searches, downloading data, or updating their social network profiles. German and U.K. users reported similar percentages. And 20 percent of smartphone users reported experiencing issues Often or Always when completing Internet searches.

"When consumers feel this strain, the initial reaction is dissatisfaction, which quickly turns into blame towards someone or something else for the problems," said . Bob Hockman, director of product marketing for Empirix in a press release. "Mobile providers often do not realize that consumers are judging them based not only on broader mobile application offerings, but more so on whether the application works as advertised, every time. Without consistent, high-quality connectivity, carriers make themselves susceptible to disenchanted customers and lost business."

This shows that the experience must be owned jointly by the mobile platform and the content provider. Consumers will not stand for each stakeholder pointing the finger at one other. They just want a good experience, and so far, they do not regularly receive it. Cool apps and access to information are only as good as the ability to deliver it to the customer.