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Customer satisfaction with feature-rich smartphones is on the rise, while satisfaction levels with traditional mobile phones has remained steady compared to last year, according to two J.D. Power & Associates reports. The reports, the 2009 Wireless Consumer Smartphone Customer Satisfaction Study—Volume 1 and the 2009 Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 measure customer satisfaction with traditional wireless handsets and smartphones across several factors. In order of importance, key factors in examining traditional wireless handsets are:
• Operation (30%)
• Physical design (30%)
• Features (20%)
• Battery function (20%)
Among residential smartphone owners, key factors are:
• Ease of operation (30%)
• Operating system (22%)
• Features (21%)
• Physical design (18%)
• Battery function (9%)
In addition, the studies say that one-third of traditional mobile phone owners indicate they would like to have some type of GPS software or capability on their next phone; 42% of traditional mobile phone owners received their phone for free after rebates and discounts; among traditional handsets, and LG ranks highest in overall wireless customer satisfaction with a score of 733 on a 1000-point scale, performing well across all factors. Sony Ericsson follows with 712.
The studies also say that overall satisfaction among traditional mobile phone owners has remained stable since November 2008, despite heightened awareness among traditional mobile phone owners of advanced features available on smartphones.
In addition, the studies indicate that more than 40% of smartphone users report entirely replacing landline calling with mobile phone calling, while only 28% of traditional handset owners have done the same; and Apple ranks highest among smartphone manufacturers with a score of 791, performing well in ease of operation, operating system, features and physical design. LG (772) and Samsung (759) follow Apple in the rankings.
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