iPhone leads smartphone makers in customer satisfaction
TweetFollow Us on Twitter

iPhone leads smartphone makers in customer satisfaction

Overall satisfaction among smartphone and traditional handset owners whose phones are equipped with touch screens is considerably higher than satisfaction of owners of phones that have other input mechanisms, according to a new report by J.D. Power and Associates (http://www.JDPower.com). And the iPhone leads the pack in customer satisfaction.

Among smartphone owners whose device has a touch screen, satisfaction averages 771 on a 1,000-point scale, nearly 40 index points higher than among those whose smartphone uses other input methods, such as a text keyboard. Currently, slightly more than one-half of owners indicate their smartphone has a touch screen for navigation. While not as readily available on traditional mobile phones, satisfaction on phones with a touch screen averages 756-53 index points higher than the industry average.

"Touch screens are ideal for those using their phone for entertainment, as the displays are generally larger and provide a richer viewing experience," says Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "It is critical, however, that manufacturers meet expectations with regard to providing adequate battery life, as these large displays can drain batteries very quickly. In addition, for customers to have a truly rewarding experience, wireless carriers must continue to provide problem-free, high-speed downloads, as customers rely on them to deliver content quickly and on the go."

These two studies measure customer satisfaction with traditional wireless handsets and smartphones across several key factors. In order of importance, the key factors of overall satisfaction with traditional wireless handsets are: operation (30%); physical design (30%); features (20%); and battery function (20%). For smartphones, the key factors are: ease of operation (26%); operating system (24%); physical design (23%); features (19%); and battery function (8%).

Apple ranks highest in customer satisfaction among manufacturers of smartphones with a score of 810, and performs particularly well in ease of operation, operating system, features and physical design. RIM BlackBerry (741) follows Apple in the rankings.

LG ranks highest in overall wireless customer satisfaction with traditional handsets with a score of 729, and performs well in all five factors, particularly physical design, features and operation. Sanyo (712) and Samsung (703) follow LG in the rankings.

The study finds that both smartphone and traditional handset owners are increasingly using their phones for entertainment and sharing media with friends, family and members of their social network. Among traditional handset owners, 25% indicate they frequently send and receive multimedia and picture messages, an increase of 25% from just six months ago. Smartphone users are nearly twice as likely to share multimedia messages. In addition, nearly one-fifth (17%) of smartphone owners with touch screen-equipped handsets indicate they frequently download and watch video content on their device, which is significantly higher than the segment average.

The studies also find the following key wireless handset usage patterns:

° Global Positioning System (GPS) capabilities are a desired feature among both traditional mobile phone and smartphone users. More than one-third (35%) of traditional mobile phone owners say they want GPS features on their next handset purchase, while 15% of smartphone owners say they want GPS.

° Younger users continue to be more satisfied with their handset regardless of whether it's a traditional mobile phone or a smartphone. Satisfaction among traditional mobile phone users 18 years old to 24 years old is 35 index points higher than the segment average, while satisfaction among smartphone users within the same age range is 18 index points above the segment average.  

° Mobile applications continue to enhance the smartphone user experience. Sixty percent say they download third-party games for entertainment, while 46 percent say they download travel software, such as maps and weather applications. Thirty-one percent say they download utility applications, while 26 percent say they download business-specific programs, indicating that smartphone owners are continuing to integrate their device usage into both their business and personal lives.

Apple Inc.
Alphabet Inc.
Microsoft Corporation
MacNews Search:
Community Search:
view counter

view counter
view counter
view counter
view counter
view counter
view counter

The best GIF making apps
Animated GIFs have exploded in popularity recently which is likely thanks to a combination of Tumblr, our shorter attention spans, and the simple fact they’re a lot of fun. [Read more] | Read more »
The best remote desktop apps for iOS
We've been sifting through the App Store to find the best ways to do computer tasks on a tablet. That gave us a thought - what if we could just do computer tasks from our tablets? Here's a list of the best remote desktop apps to help you use your computer on the go. [Read more] | Read more »
Warhammer 40,000: Freeblade guide - How...
Warhammer 40,000: Freebladejust launched in the App Store and it lets you live your childhood dream of blowing up and slashing a bunch of enemies as a massive, hulking Space Marine. It's not easy being a Space Marine though - and particularly if you pride yourself on achievements - so we've spent some time as one to bring you these few tips to... | Read more »
Gopogo guide - How to bounce like the be...
Nitrome just launched a new game and, as to be expected, it's a lot of addictive fun. It's called Gopogo, and it challenges you to hoparound a bunch of platforms, avoiding enemies and picking up shiny stuff. It's not easy though - just like the retro platformers that inspired it. [Read more] | Read more »
Sago Mini Superhero (Education)
Sago Mini Superhero 1.0 Device: iOS Universal Category: Education Price: $2.99, Version: 1.0 (iTunes) Description: KAPOW! Jack the rabbit bursts into the sky as the Sago Mini Superhero! Fly with Jack as he lifts impossible weights, powers up on carrots and makes things right in the city. Whether he is helping ducks cross the street... | Read more »
Star Wars: Galaxy of Heroes guide - How...
Star Wars: Galaxy of Heroes is all about collecting heroes, powering them up, and using them together to defeat your foes. It's pretty straightforward stuff for the most part, but increasing your characters' stats can be a bit confusing because it isn't explained all that well in the tutorial. [Read more] | Read more »
The best cooking apps (just in time for...
It’s that time of year again, where you’ll be gathering around the dinner table with your family and a huge feast in front of you. [Read more] | Read more »
Square Rave guide - How to grab those te...
Square Rave is an awesome little music-oriented puzzle game that smacks of games like Lumines, but with its own unique sense of gameplay. To help wrap your head around the game, keep the following tips and tricks in mind. [Read more] | Read more »
Snowboard Party 2 (Games)
Snowboard Party 2 1.0 Device: iOS Universal Category: Games Price: $1.99, Version: 1.0 (iTunes) Description: Crowned the best snowboarding game available on the market, Snowboard Party is back to fulfill all your adrenaline needs in this long-awaited sequel. Experience the new time-attack race mode and practice your best tricks in... | Read more »
One Button Travel (Games)
One Button Travel 1.0 Device: iOS Universal Category: Games Price: $2.99, Version: 1.0 (iTunes) Description: “To cut a long story short, If you like interactive fiction, just go buy this one.” - Toucharcade.com“Oozes the polish that we’ve come to expect from TheCodingMonkeys.” - pockettactics.com | Read more »
All contents are Copyright 1984-2010 by Xplain Corporation. All rights reserved. Theme designed by Icreon.