From what I can tell, our customers generally fall into 2 camps: 1) Upgrade software whenever it's available and their phone prompts them or 2) Have been burned

From what I can tell, our customers generally fall into 2 camps: 1) Upgrade software whenever it's available and their phone prompts them or 2) Have been burned by an update or don't trust them for some reason, and almost never upgrade. Their computers follow a similar pattern. I don't have much to say about the software side, though one of the biggest problems we see is that people constantly run out of space on the lower-end 16GB phones, and the way Apple handles that is completely unintuitive. If Apple is going to continue to sell phones with such limited storage, they really need a better way to manage that storage and allow people to move items to the cloud or delete them more easily than just scrolling through a seemingly-infinite list of photos and videos.