State of Mobile Device Performance and Health

TREND REPORT Q2 2016

August 2016

TABLE OF CONTENTS

INTRODUCTION 3

ABOUT THE DATA POWERING THE REPORT 3

KEY TRENDS & INSIGHTS 4

iOSLosesPerformanceBattletoAndroid,WithiPhone6and 4 iPhone6SPlaguedbyHighFailureRates

LenovoandLeTVBudget-FriendlySmartphonesSurfaceas 5 PoorAndroidPerformers

iOSDevicesFailMoreFrequentlyThanAndroidCounterparts 6 inNorthAmericaandAsia

CrashingApps,WiFiandHeadsetCauseProblemsforiPhoneUsers 7

Camera,BatteryCharging&TouchScreenIssuesAbateon 8 AndroidDevices

iOSAppsCrashatGreaterRateThanAndroidApps 8

Snapchat,InstagramandFacebookTopListofCrashingiOSApps 9

GooglePlayServices,GoogleContactsSyncandAddress 10 BookAndroidAppsCrashMostOften

CONCLUSION 11

ABOUT THE MARKET 11

ABOUT THE TECHNOLOGY POWERING THE REPORT 11

ABOUT BLANCCO TECHNOLOGY GROUP 12

CONTACT US 12

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20162

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20163

AtMobileWorldCongress2016,thethemewassetas‘MobileIsEverything.’Thatstatement,asbroadasitmayseem,isaptlytrueintoday’sdigitallyconnectedworld.Toillustratethis,youonlyhavetolookatthelatestfiguresreleasedbyIDCinitsWorldwideQuarterlyMobilePhoneTrackerreport,whichrevealedthatatotalof343.3millionsmartphoneswereshippedworldwideinthesecondquarterof2016.

Mobileoffersdifferentbenefitsforeachaudienceitserves.Forindividuals,itisadefinitivetoolandextensionoftheireverydaylives–offeringthemaneasy,quickandeffectivewaytocommunicateviaemail,SMS/textandchatapps,takephotos/videosofimportantmoments,browsetheInternet,researchandshoponline,payforgoods/servicesinamatterofsecondswithasingletaporswipeandsomuchmore.

Formobilenetworkoperators/carriersanddevicemanufacturers,itisthebasisfortheirentirebusinessmodel–constitutingproductsalesandplayingakeyroleinimprovingthepost-salescustomerexperience.Forenterprisebusinesses,itisakeytoolinempoweringemployeestostayconnectedevenwhentheyareoutsideoftheofficeperimeters,andintheprocess,stayengaged,meetconstantlychangingprioritiesanddeadlines,increasetheirindividualworkperformanceanddrivegreaterefficienciesandproductivityforthemselves,theirteamsandthebusinessesatlarge.

Foreachoftheseaudiencesthatuseandbenefitfrommobile,poordeviceperformanceistheoneconstantthatcancauseproblems.Inthisreport,wewillsharevariousdatapointsthatindicatekeysourcesofdeviceperformanceissues.

INTRODUCTION

TheState of Mobile Device Performance and Healthreportisanin-depthquarterlyreviewofglobalmobiledevicetrends,including:diagnosticstesting,performanceissuesandfailures.TheinformationcontainedinthisreportisbasedoninternaldatacollectedfromBlanccoTechnologyGroup’sSmartChk platform,thegloballeaderinmobiledevicediagnosticsandbusinessintelligence.Organizationsofalltypescanleveragethisinformationtoensureabettercustomerexperienceandsatisfaction.

Inthisreport,wewillexaminetheroadblockstomobileadoptionbasedondatacollectedfrommillionsofAndroid

andiOSsmartphonesthatunderwentdiagnosticstestinginNorthAmerica,EuropeandAsiaduringthesecondquarterof2016(Q22016).Thereport’sfindingsarebasedonaggregate,anonymizeddataandincludethefollowinginformation:•Devicefailureratesbyoperatingsystems,manufacturers,modelsandregions

•Themostcommontypesofperformanceissues–hardware,softwareandconnectivity–byoperatingsystems

•Thetop10iOSandAndroidappswiththehighestcrashingrates

ABOUTTHEDATAPOWERINGTHEREPORT

343.3MillionIn the second quarter of 2016, a total of 343.3 million smartphones were shipped worldwide.

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20164

iOS Loses Performance Battle to Android, With iPhone 6 and iPhone 6S Plagued by High Failure Rates

Inthesecondquarterof2016,iOSdeviceshada58percentfailurerate.Thisismorethandoublethe25percentfailurerateofiOSdevicesinthefirstquarterof2016.ItisalsothefirsttimesincewehavebeenanalyzingquarterlydiagnosticstestingdatathatiOSdeviceperformancefaredworsethanAndroid.

UponanalyzingthespecificiOSdevicemodelscontributingtothisoverallfailurerate,theiPhone6hadthehighestfailurerate(29percent),followedbyiPhone6S(23percent)andiPhone6SPlus(14percent).OnepossibleexplanationforwhytheiPhone6mayhavestruggledwithmoreperformanceissuesandfailuresthanothermodelsinQ22016couldbeApple’srecentsoftwareupdates–iOS9.3.1releasedinAprilandiOS9.3.2releasedinMay.Followingbothsoftwareupdates,manyiPhoneandiPadusersbegantoseemajorproblemsontheirdevices,suchasfasterbatterydrain,randomcrashes,poorsoundqualitywhentakingBluetoothcallsandWiFiconnectivityproblems.

InseeingthattheiPhone6SperformedsomewhatbetterthantheiPhone6,ourexpertsbelievethiscouldbeattributedtothefactthattheiPhone6Ssawa70percentboostinCPUperformanceovertheiPhone6.Asindustryexperts,wirelesscarriersandconsumerslookaheadtothehighlyanticipatediPhone7launchthisSeptember,itwillbeinterestingtoseehowthenewestmodelstacksupinoverallperformanceinthefollowingquarter.

KEYTRENDS&INSIGHTS

58%Fail

42%Pass

iOS Device Performance, Q2 2016

29%

23%

14% 13%

8%

iPho

ne 6

iPho

ne 6

S

iPho

ne 6

S Pl

us

iPho

ne 6

Plu

s

iPho

ne 5

S

Top 5 iOS Models By Failure Rate, Q2 2016

Note:TheiOSmodelfailureratesaretakenasapercentageofthetotaliOSfailurerate(58percent)notedinthechart.

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20165

35%Fail

65%Pass

Lenovo and LeTV Budget-Friendly Smartphones Surface as Poor Android Performers

Inthesecondquarterof2016,Androiddeviceshadanoverallfailurerateof35percent.Thisisaconsiderableimprovementfromthe44percentfailurerateofAndroiddevicesinthefirstquarterof2016.

Ofthetotal35percentAndroidfailurerate,Samsung(26percent),Lenovo(17percent)andLeTV(17percent)wereamongthesmartphonemanufacturerswiththeweakestperformanceandhigherfailurerates.Itisn’tallthatsurprisingtoseeSamsungatthetopofthelist,giventhatitaccountedfor37percentofsmartphonesalesduringthethree-monthperiodendinginMay2016,accordingtothelatestdatafromIDC.

However,it’smoreinterestingtoseethatseveralofLenovoandLeTV’s‘budget-friendly’smartphonemodelssurfacedasthepoorestperformingmodels.Forexample,theLe1SmodelhadthehighestfailurerateamongAndroidsmartphonemodels(10percent),followedbyLe1SEco(7percent)andLenovoVibeK5Plus(6percent).InthecaseoftheLenovoVibeK5Plus,abudgetphonethat’sfoundsignificanttractioninIndia,anAndroidCentralreviewofthesmartphonemodelhighlightedcertainperformanceissuesthatoccur.Forinstance,theLenovoVibeK5Pluscanheatupquitefast,hasalimitedbatterychargecapacity(takeslongtofullyrecharge)andexperienceslagswhenmoreappsareinstalled.

Ourfindingssupportwhatmanyindustryanalystshavebeensuggesting–smartphonegrowthhassloweddowninrecentyears.Thisslowedgrowthcanbeattributedtoseveralfactorsandtrends.Forone,usersaren’tupgradingtonewdevicesasoftenthesedaysdueinparttohowwelldevicesarebuiltbysmartphonemanufacturers.Ontopofthat,theaveragepriceofsmartphoneshasgraduallydecreasedoverthelastfewyears,puttingmoreaffordablesmartphonemodelsintothehandsofusers.Thisisespeciallytrueinemergingmarkets,suchasIndia,wheretheaveragesellingpriceofasmartphonedroppedbynearlyhalfbetween2010and2015.Infact,StrategyAnalyticsestimatesthatbudget-friendlysmartphoneswillaccountformorethanaquarteroftheglobalsmartphonemarketandmorethan$240billioninsalesby2017.

AccordingtoAnthonyScarsella,ResearchManagerforIDC,“Assmartphonepricescontinuetodropandcompetitionescalatesatthehigh-end,vendorswillneedtocontinuetopush‘flagship-type’devicesataffordablepricepointstoencourageupgradingonamorefrequentbasis.ChinesebrandssuchasHuawei,OPPO,VivoandXiaomihavewitnessedsuccesswiththisstrategybyshippingpremiumstyleddevicesthatfocusonthefeaturesthatmattersmosttoconsumers,suchasimaging,soundqualityanddesign.”

KEYTRENDS&INSIGHTS

Android Device Performance, Q2 2016

26%

17% 17%

11%7%

Sam

sung

Leno

vo

LeTV

Mot

orol

a

Asu

s

Top 5 Android Manufacturers By Failure Rate, Q2 2016

10%

7%6%

4% 4%

Le 1

S

Le 1

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Leno

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Vib

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Plu

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Leno

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Vib

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K3 N

ote

Top 5 Android Models By Failure Rate, Q2 2016

Note:TheAndroidmodelfailureratesaretakenasapercentageofthetotalAndroidfailurerate(35percent)notedinthechart.

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20166

iOS Devices Fail More Frequently Than Android Counterparts in North America and Asia AccordingtoourdatafromQ22016,therewasahigherrateofiOSdevicefailuresinNorthAmerica(59percent)andAsia(52percent),comparedtoAndroiddevicefailuresinNorthAmerica(29percent)andAsia(41percent).Whileitmaybepossiblethatfailureratescouldbeinfluencedandincreasedbyvariancesinthequantityofsmartphoneshipmentsandmarketsharesizesofbothoperatingsystemsinspecificmarkets,datafromTrendForceseemstocontradictthisnotion.

Forexample,theTrendForcedataindicatesthatSamsung,onceagain,cameoutastheleaderinsmartphonesalesworldwidewithatotalof77millionunitsbeingshippedinthesecondquarterof2016–representing24.5percentofoverallmarketshare.Andyet,ourdataindicatesthatAndroiddevicefailuresweresignificantlylessthaniOSdevicefailuresinNorthAmericaandAsia.AnotherexplanationforwhyAndroiddevicefailuresweresomuchlowerthaniOSdevicefailuresintheseregionsisthatAndroidusersinNorthAmericaandAsiamaybemoretechsavvyandunderstandhowtooptimizetheirdeviceperformancebetterthantheiriOScounterparts.

KEYTRENDS&INSIGHTS

North America

iOS Device Failure Rates, Q2 2016

59%

Asia

52%

North America

Android Device Failure Rates, Q2 2016

29%

Asia

41%

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20167

65%

11%

4% 4% 2%

WiFi Headset Mobile Data ReceiverCrashed Apps Test

Top 5 iOS Performance Issues Worldwide, Q2 2016

KEYTRENDS&INSIGHTS

Crashing Apps, WiFi and Headset Cause Problems for iPhone Users UponanalyzingthetopfiveperformanceissuesoccurringoniOSdevicesinthesecondquarterof2016,crashingapps,WiFiandheadsetaroseasthethreemostcommonsourcesoffailures.

Asweexplainedearlier,ApplereleaseditsiOS9.3,iOS9.3.1andiOS9.3.2softwareupdatesinMarch,AprilandMay,respectively,toremedybugsandflawsthatuserswereexperiencing.However,manyuserswhoupdatedtheiriPhonesoriPadswiththeiOS9.3.2softwarereportednotbeingabletoconnecttoaWiFinetwork,havingWiFisettingsgrayedout,droppedconnections,slowspeedsandincorrectpasswordprompts.ThesereportedissuesfallinlinewiththetypesofperformanceissuesourdiagnosticstestsfoundoniOSdevicesinthesecondquarterof2016.

Asourdiagnosticstestingdatareveals,WiFiwasthesecondmostprevalentperformanceissueoniOSdevicesinQ22016.TounderstandwhythiscouldbecausingproblemsforiPhoneusers,welookedatApple’spublishediOS9.3releasenotesandfoundthatWiFiisspecificallylistedasoneofthesoftwareupdate’s‘knownissues.’AsAppledescribesit,whenmultipledevicesareconnectedtoasingleaccesspointinaclassroomenvironment,“devicesmayintermittentlylosedataconnectivitywiththeClassroom,otherdevicesandtheInternet,eventhoughthestatusbarshowsthedevicetobeconnectedtoaWiFiaccesspoint.”Inordertoresolvetheissue,Applesuggestsusersdisableandthenre-enableWiFiconnectivityfromtheirdevice’ssettings.

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20168

iOS Apps Crash at Greater Rate Than Android AppsAccordingtoourdata,appscrashedon50percentoftheiOSdevicestestedinthesecondquarterof2016.ThisisoverdoubletherateofcrashingappsonAndroiddevices–atonly23percent–inthesameperiod.

TounderstandwhatcouldbeaccountingforiOSappstocrashmorefrequentlythanAndroidapps,it’simportanttoconsidersomekeyfactors.OnMarch21,2016,ApplereleaseditsiOS9.3softwareupdatewithkeyfeaturesandfixes,suchasNightShift,VerizonWiFicallingandimprovementstoNotes.Butitwasfarfromperfectandmanyuserswerequicktocalloutissuesandbugstheyexperiencedwhentheupdatewasinstalledontheirdevices.

Actingfast,ApplereleaseditsiOS9.3.1updatejusttendayslateronMarch31,2016tofixanissuethatcausedappstobeunresponsiveaftertappingonlinksinSafariandotherapps.Butsoonafter,itwasdiscoveredthatiOS9.3.1containedabugthatmadeiteasytobypasslockscreensecurity(bothPINandfingerprint)toaccessusers’contactsandphotos.

Theseweren’ttheonlybugsfoundintheiOS9.3.1update–iPhoneSEownershadtheiraudiodistortedonBluetoothphonecalls.Ifyouconsiderthenumberofmobileusersintheworldwhodriveandusein-carBluetoothcapabilitiestomaketheirliveseasierandmoreproductive,itisclearjusthowwidespreadandfrustratingofaproblemthiscanbe.Thisisparticularlyinteresting,giventhatourdiagnosticsdatashowedthattheiPhoneSEwasamongthetop10iOSdeviceswiththehighestfailurerates.

Camera, Battery Charging & Touch Screen Issues Abate on Android Devices Aswithotheroperatingsystems,Androidsoftwareupdates canbringwiththemvariousbugsandperformanceissues. ThishasbeenthecasewiththeAndroidMarshmallow6.0update,withusersreportingslowbatterycharge,WiFiconnectivityissues,crashingapps,syncingproblemsandrandomreboots.Thissoftwareupdate–anditsassociatedbugs–couldhavecontributedtothetypesofperformanceissuesourdiagnosticsplatformdetectedonAndroiddevices.Andaswe’vestatedpreviously,theseissuescouldalsobeoccurringduetouserbehavior.

KEYTRENDS&INSIGHTS

10% 10%7%

5% 5%

Battery Charging

Touch Speaker MicrophoneCamera

Top 5 Android Performance Issues Worldwide, Q2 2016

50%50% of iOS

Apps Crashed in Q2 2016

23%23% of Android Apps Crashed

in Q2 2016

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 20169

Snapchat, Instagram and Facebook Top List of Crashing iOS Apps AccordingtoourQ22016data,fiveoutofthetop10iOScrashingappsweresocialmediaapps,includingSnapchat,Instagram,Facebook,FacebookMessengerandPinterest.InlookingatthetopthreecrashingiOSapps–Snapchat(17percent),Instagram(14percent)andFacebook(9percent)–it’simportanttonotethatallthreehaveseenconsiderablegrowthindownloads,installsandmonthlyactiveusersworldwide.ItcouldbepossiblethatasthesesocialmediaappsincreaseinpopularityandusageamongiPhoneusers,theirincidenceratesofcrashingarealsolikelytoincrease.

Ofthesocialmediaapps,Snapchathasbeentheonewiththemostpromiseandlabeledthenew‘darling’ofthesocialmediaworld.Thatmakessensewhenyoulookatitsgrowthnumbers–itranksnumbersixintheUSintermsofmonthlyactiveusersandtooktheNo.1spotiniOSappdownloadsinMay,accordingtoAppAnnie’smonthlyindex.ThisimmensepopularitycouldbeonepossibleexplanationforwhythesocialmediaapphadsuchahighcrashingrateoniOSdevicesinthesecondquarterof2016.

Meanwhile,theInstagramandFacebookappscameinjustbehindSnapchatinthelistofiOScrashingapps,at14percentand9percent,respectively.Toseewhytheseappsarecrashingsofrequently,weonceagainlookedattheiradoptionandusagerates.Mostusersaroundtheworld–andevenbusinesses–havecometouseandlovethesnap-and-shareInstagramapptotakephotosofeverything–fromselfiestoposedfoodpicturestohumorousvideos.InJune2016,Instagramreinforceditsstronggrowthbypubliclysharingitsusagestats–ithadreached500millionmonthlyactiveusersandofthose,300million(60percent)usetheappeveryday.

Top 10 iOS Crashing Apps by Name, Q2 2016

14%

2%2% 2%

Pint

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Gro

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Pand

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Inst

agra

mSnap

chat

17%

5%2% 2%

Face

book

M

esse

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Wha

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Goo

gle

Phot

os

9%

3%

Face

book

Goo

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KEYTRENDS&INSIGHTS

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 201610

Google Play Services, Google Contacts Sync and Address Book Android Apps Crash Most Often IncontrasttowhatourdiagnosticsdatarevealedaboutiOSappperformance,socialmediaappsdidn’ttopthelistofcrashingAndroidapps.Infact,theywerenowheretobeseenontheAndroidappswiththehighestcrashingrates.Instead,GooglePlayServices(12percent),GoogleContactsSync

(5percent)andtheAddressBook(5percent)wereamongthetop3crashingAndroidappsinthesecondquarterof2016.AsmanyAndroiduserforumsandblogshaveindicated,manyAndroidusershavereportedthatGooglePlayServiceshascrashedunexpectedlyandconstantlyontheirdevices.

KEYTRENDS&INSIGHTS

Top 10 Android Crashing Apps by Name, Q2 2016

5%

3%4%

2%La

unch

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Goo

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Play

Sto

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Mob

ile

Tran

sfer

Goo

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Cont

acts

Syn

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gle

Play

Ser

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12%

5%

2% 2%Phot

os

Setu

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5% 5%

Addr

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State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 201611

CONCLUSION

ThroughdatacollectedfrommillionsofiOSandAndroiddevicesbroughtintowirelesscarriersanddevicemanufacturersfortesting,wehavelearnedthatiOSdevicesstruggledwithperformanceissues,highfailureratesanddoubletherateofcrashingappsthantheirAndroidcounterparts.Additionally,ourQ22016dataindicatesthatsoftwareupdatesmadetoeachoperatingsystemcouldpotentiallyfactorintothetypesofperformanceissuesdetectedbyourdiagnosticsplatform.

For Manufacturers and CarriersIntoday’scompetitivemarketplace,mobilecarriersanddevicemanufacturersmustdelivermaximumvaluefortheircustomersandimprovethecustomercareexperienceacrosseverychannel.Thishasledtogreaterinvestmentsinstafftraining,educationandtechnology–withtheintentofkeepingexistingcustomerssatisfiedandloyal,boostingtheir

NetPromoterScores,reducingsubscriberchurn,increasingfoottrafficanddrivingcontractupsellopportunities.Butthekeytoachievingthesegoalsisbeingabletodiagnoseandrepairdeviceissuesquickly,easilyandaccurately.Toassessthehighcostsneedlesslyincurredfrominaccuratelydiagnosingdeviceperformanceissuesand,asaresult,unnecessarilyprocessingNTFreturns,calculateyourNTFsavingstoday.

For Enterprise OrganizationsMoreemployeesusetheirpersonalmobiledevicesinsideandoutsidetheworkplacethanthosewhodon’t.BecauseofBYOD’sincreasingpopularityandadoptionbyenterprisebusinesses,ITandsupportdeskteamshaveultimatelybecomethego-to‘fixit’sourcewhenemployees’devicesdon’tfunctionproperly.ThiscreatesaburdenonITandsupportdeskworkloadsandmanpower,whichcouldbereducedsignificantlyifemployeesunderstandhowtooptimizetheirowndevices.

ThroughourSmartChkmobilediagnosticssolutions,wehelpsomeoftheworld’sbiggestandmosticonicwirelesscarriersanddevicemanufacturersautomateandscalethediagnosticsprocessacrosstheentiremobilelifecycleandacrosseverychannel.ToseehowourSmartChkdiagnosticssolutionsandbusinessintelligencecanhelpreducethequantityandfrequencyof‘NoTroubleFound’devicereturns,increaseyourNetPromoterScoreandsavemillionsofdollarseachyear,requestademotoday.

ABOUTTHEMARKET ABOUTTHETECHNOLOGYPOWERINGTHEREPORT

TheglobalenterprisemobilityandBYODmarketisexpectedtoreachavalueof$360billionby2020.1InNorthAmerica,therearemorethan250millionuniquemobilesubscribersand360millionconnections,withthree-quartersofconnectionsbeingsmartphones.2Meanwhile,theAsiaPacificregionboastsmorethanonebillionsmartphoneusers,withcountriessuchasChinaandIndiaemergingasthelatestgrowthmarkets.3InEurope,operatorinvestmentsin4Gand5Gnetworkqualityandcoverage,growthinsmartphoneuseandincreaseddatausageareallcontributingfactorstoagrowingsubscriberbaseexpectedtoreach450millionbytheendof2020.4

1 Research and Markets, BYOD and Enterprise Mobility Market by Solution, by Device, by Security, by Vertical, by Region Analysis and Forecasts till 2020 Report, December 2015

2 GSMA, The Mobile Economy – North America 20153 eMarketer, September 20154 GSMA, The Mobile Economy – Europe 2015

State of Mobile Device Performance and Health | Trend Report: Q2 2016 | August 201612

ABOUTBLANCCOTECHNOLOGYGROUP

CONTACTUS

Blancco Technology Groupisaleading,globalproviderofmobiledevicediagnosticsandsecuredataerasuresolutions.Wehelpourclients’customerstest,diagnose,repairandrepurposeITdeviceswiththemostprovenandcertifiedsoftware.Ourclienteleconsistsofequipmentmanufacturers,mobilenetworkoperators,retailers,financialinstitutions,healthcareprovidersandgovernmentorganizationsworldwide.ThecompanyisheadquarteredinAlpharetta,GA,UnitedStates,withadistributedworkforceandcustomerbaseacrosstheglobe.

Formoreinformationvisit: www.blanccotechnologygroup.com

Blancco,adivisionofBlanccoTechnologyGroup,istheglobaldefactostandardincertifieddataerasure.Weprovidethousandsoforganizationswithanabsolutelineofdefenseagainstcostlysecuritybreaches,aswellasverificationofregulatorycompliancethrougha100%tamper-proofaudittrail.

SmartChk,adivisionofBlanccoTechnologyGroup,isaglobalinnovatorinmobileassetdiagnosticsandbusinessintelligence.Wepartnerwithourcustomerstoimprovetheircustomers’experiencebyprovidingseamlesssolutionstotest,diagnoseandrepairmobileassets.SmartChkprovidesworld-classsupport,preandpostimplementation,allowingourcustomerstoderivemeasurablebusinessresults.

For Sales & Marketing, Please Contact: Email:info@blanccotechgroup.com

For Corporate Communications & PR, Please Contact: Email:press@blanccotechgroup.com