The Intricacies of How Consumers Use Connected Devices Indoors

To gain insights into the importance of connectivity inside buildings, WIA surveyed US adults ages 18 – 65 years balanced by age and gender and region across the nation about how they use their connected devices. Specifically, we asked them how they used their devices when they travel, when they attend entertainment venues and when they shop. Further, we asked them how they connect to cellular and Wi-Fi networks. The survey focused on a variety of aspects regarding in-building connectivity for users. 

Here is what we found: 

Overall, consumer perceptions of wireless performance are positive. People are generally pleased with their voice and data experiences, with voice experiences slightly outperforming their data experiences. Younger and higher-income consumers consistently report higher expectations and identify more areas for improvement, particularly at home, at work, while traveling, and on the move. Older consumers express the highest satisfaction, especially where in-building connectivity contributes to great experiences. 

How do consumers use their devices in hotels? 

WIA asked survey respondents about the types of applications they use while staying in hotels and how they typically connect to those services using cellular data and Wi-Fi. Most survey respondents occasionally stay in hotels. But when they do, hotel guests are highly engaged digital users, relying on smartphones for communication, entertainment, productivity, and emerging AI-powered services during their stays. Core connectivity activities dominate usage patterns, with email and messaging and social networking each used by 72 percent of guests multiple times per week (or more, including multiple times per day), followed closely by general data usage such as browsing, mapping, and travel services at 69 percent. Entertainment consumption is also significant, with 67 percent streaming video and 65 percent streaming audio, underscoring the importance of high-capacity indoor networks for robust in-building connectivity in hotels. 

Connectivity behavior further reveals that guests increasingly rely on both cellular and Wi-Fi networks rather than a single access method. Overall, the findings emphasize that modern hotel connectivity strategies must deliver seamless cellular coverage and high-quality Wi-Fi to meet evolving guest expectations. In many ways, successful in-building connectivity is what sets the best hotels apart. 

How do consumers use their devices in stadiums and arenas? 

Live sports and entertainment venues have become some of the most demanding wireless environments in the connectivity ecosystem. Tens of thousands of fans arrive at stadiums and arenas carrying multiple connected devices and expecting the same seamless, high performance mobile experience they receive at home or in the office. At the same time, the economics of attending live events are changing. Ticket prices, service fees, parking costs, and in-venue spending have risen steadily, making event attendance more selective and placing greater pressure on venues to deliver a premium fan experience that justifies the cost. Among these evolving expectations, in-building connectivity is a central factor in delivering excellent wireless performance for crowds. 

Reliable in-stadium or in-arena cellular and Wi-Fi performance now supports critical functions such as mobile ticketing, cashless payments, in-seat ordering, real-time replays, wayfinding, and social sharing. For these services to succeed, robust connectivity within buildings is essential. 

As live events become more expensive and attendance decisions more deliberate, connectivity quality increasingly influences fan satisfaction, repeat attendance, and overall perceived value. For stadium operators, investing in robust wireless infrastructure for in-building connectivity is no longer optional. It is a core component of delivering a premium, competitive live entertainment experience. 

How do consumers use their devices in retail environments? 

In-store cellular connectivity is a meaningful driver of engagement, loyalty and future shopping behavior for large and economically important segments of consumers. Most shoppers do not leave a store immediately when cellular coverage is poor; instead, they tolerate the issue by waiting until they leave or by seeking Wi-Fi. However, this tolerance comes at the cost of reduced real-time engagement, price checking, loyalty app usage and digital interaction at the point of purchase. Furthermore, in-building connectivity is vital for enabling digital shopping experiences and happy customers. 

WIA’s In-Building Forum 

WIA represents companies who are driving innovation in wireless technology for buildings. To learn how in-building connectivity systems can support your business needs, check out the work of our In-Building Forum members. 

For companies operating in the market, becoming a member of WIA offers a wealth of benefits including exclusive access to research and market insights. To gain access to all five Consumer reports focused on in-building connectivity, contact us about membership.