Tuesday, 5 May 2009

Apple Ranks Highest among Smartphone Consumers

Apple ranks highest in customer satisfaction with smartphone manufacturers, while LG ranks highest among traditional mobile phone users, according to the J.D. Power and Associates 2009 Wireless Consumer Smartphone Customer Satisfaction Study and the J.D. Power and Associates 2009 Wireless Traditional Mobile Phone Satisfaction Study.

The studies measure customer satisfaction with traditional wireless handsets and smartphones across several key factors. In order of importance, key factors in examining traditional wireless handsets are operation (30%); physical design (30%); features (20%); and battery function (20%). Among residential smartphone owners, key factors are ease of operation (30%); operating system (22%); features (21%); physical design (18%); and battery function (9%).

Apple ranks highest among smartphone manufacturers with a score of 791 on a 1,000-point scale, performing particularly well in ease of operation, operating system, features and physical design. LG (772) and Samsung (759) follow Apple in the rankings.

Among traditional handsets, LG ranks highest in overall wireless customer satisfaction with a score of 733, performing well across all factors. Sony Ericsson follows with 712.

“As consumers continuously upgrade to mobile phones that allow a full mobile-Web experience, advanced multimedia programs and 3G data downloads, overall handset satisfaction should continue to rise, as these devices tend to make our lives more convenient and prove entertaining,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “It is crucial, however, that manufacturers ensure these features are intuitive and that wireless carriers educate customers to maximize their wireless experience. While manufacturers continue to develop advanced features, they must also continue to provide a high-quality calling experience for their users.”


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