Nokia scores high marks on customer satisfaction, on average 21% higher
No method is perfect, and the method used in this case is arguably prone to many of the same issues that could fall into those aforementioned margins. Yet, even in this case, the results show a significant development that some might argue overcome those margins.
Amplified Analytics conducted a detailed analysis of consumer reviews as well as the customer support responses from over 140,000 online customer reviews that were generated before March 30, 2013. The customer satisfaction is revealing if not surprising when looking at the major manufactures with each carrier in the US.
Nokia scores top marks with AT&T and Verizon, and is a sliver behind HTC with T-Mobile. Apple and Samsung were strong runners-up. Across all carriers, Amplified Analytics determined that Nokia had a customer satisfaction that was 21% above the average. That is a nice feather for Nokia’s hat and if the momentum continues it is another front for the competition to keep an eye on because the resurgence of Nokia and the foothold that Windows Phone 8 has gained is still largely dismissed in many circles.
We know many of our readers are hard-core loyal to their particular brands and operating systems. We are certain some of the Nokia clan will want to trumpet a bit and that is understandable. Instead, share with the rest of us why your Nokia works so well (or not) for you.
sources: Amplified Analytics via WPCentral
1. HDShatter (Posts: 1014; Member since: 17 Jan 2013)
10. papss (Posts: 3386; Member since: 03 Sep 2012)
Funny you post first here... Such a pathetic troll.. How bout you take your nonsense elsewhere
11. Hemlocke (unregistered)
Haha, I love it.
That's not to say I have anything against Nokia. The Lumia 920 wasn't a bad phone. I do put the One, the iPhone 5, Note II, S4, and Z10 ahead of it, but it is not bad. WP8 is just too restrictive and underdeveloped.
14. Hemlocke (unregistered)
The Z10 hardware is just okay, nothing too special. BB10, however, is fantastic. Put that OS on the One/N2/S4 and you would have one harass machine. You can exist on Android sideloads until BB gets all it's own apps.
16. jan25 (Posts: 370; Member since: 26 Feb 2012)
all i am saying is that Windows OS is miles better than the buggy Blackberry
20. Hemlocke (unregistered)
The Lumia 920 has mildly better hardware, but no OS out of the gate was anywhere near BB10, and I like the overall functionality better than any other mobile OS. Go spend a day or two with a Z10. You'll miss your hardware, but you will not miss your software. I've owned 4 Windows Phones, many Androids, and all of the iPhones (Even typing this from my One), and BB10 is my personal favorite, hands down.
I know I troll you guys on here pretty hard (I'm not quite as sadistic and mean as I write), but I'm serious when I say I really like BB10, and it is a damned shame they chose lukewarm hardware for the launch.
43. Bilpocalypse (Posts: 301; Member since: 13 Oct 2012)
The Z10 is a fantastic phone. Unfortunately, it is not being as well recieved as Blackberry was hoping it would be. I do agree with you that it is more fully developed than any of the other platforms were at launch, but that hasn't helped its popularity. As much as I like the Z10, I still prefer my Lumia... and the WP8 interface.
45. Red-Pain (Posts: 33; Member since: 13 Mar 2012)
you said it there..."I really like BB10" it's a matter of personal preference, I happen to love Nokia, my first phone was Nokia and up until now i haven't owned anything but Nokia phones, though I still didn't get a Lumia yet but i played with a Lumia for a while and i really liked it and would rather have it over any BB10 device in the future, i have nothing against BB10, actually i really the gesture-centered UI it has but WP8 seems like the better choice right now, it has a future and looking at what all the recent articles say, you can tell immediately that WP8 is maturing and is now seen by the public.
21. lyndon420 (Posts: 1637; Member since: 11 Jul 2012)
I'm not surprised Nokia scored good. They make good durable hardware.
35. EXkurogane (Posts: 863; Member since: 07 Mar 2013)
Nokia Malaysia here sux ballz when it comes to customer service; but for Nokia products itself Im one of those customers who are really satisfied. The respond to requests and suggestions, and even reply my direct emails fast. And their phones which are over 3 years old still get software updates.
As for Nokia Malaysia itself, the sales person at some outlets isnt even interested in Nokia products and they dont know much, as if they are part of a forced labor. Some will not even entertain a person who walks into a store and keeps on playing with his phone, while a selected few even ask you not to buy Nokia and go for Samsung when they are working for Nokia. Feel like slapping them. Some outlets like to sell accessories like wireless chargers above recommended retail price using "limited stock" as an excuse, and giving you that "if you dont like it, go somewhere else and buy, i dont care" attitude. Accessories are lacking as well compared to Apple's Switch stores.
36. xperiaDROID (Posts: 4812; Member since: 08 Mar 2013)
Well, if you're lucky, you will meet friendly sales persons, I went to Nokia store before, when I walk in, you can see those happy faces, and they welcome you. Same as stores like Sony, LG and Samsung.
But most of the times you will be unlucky, because of bad services, bad attitudes, and unfriendly sales persons..............Why? Because this is Malaysia..........
Not like Singapore or Thailand etc., everything is nice in there!
2. Penny (Posts: 986; Member since: 04 Feb 2011)
I guess this explains why TROLL is such a troll. He just has to act out due to his dissatisfaction with his phone.
28. UrbanPhantom (Posts: 947; Member since: 30 Oct 2012)
TROLL is a paid basher, who isn't worth his money. Don't get me started...
3. clevername (Posts: 1407; Member since: 11 Jul 2008)
I can tell you exactly why I love my Lumia 920. WP8 runs so smoothly and beautifully. Most of the faults it has are what android had in the beginning, they will be addressed. As far as Nokia goes, they keep working to add functionality separately from Microsoft. They work to bring apps and games no one else does. They respond to customer input, and the device is a joy. Sure its bigger and heavier, but I haven't noticed that for months. The screen is beautiful, the quality is top notch. Being a tank is a good thing. I've dropped it from 5 feet several times and barely have a scratch. Other phones cracked or were extremely scratched up after just one of those drops. oh and the camera...my goodness, the camera. There are a lot more as well but these are the most prominent.
26. joey_sfb (Posts: 1973; Member since: 29 Mar 2012)
The survey never mention Lumia 920 maybe they are referring to the other Nokia phone. The s40 series....
44. Bilpocalypse (Posts: 301; Member since: 13 Oct 2012)
As far as I'm aware that the four major carriers only carry the Lumia line now. I know that for a fact with AT&T.
4. Reverence (Posts: 224; Member since: 16 Jul 2012)
it's disappointing to see that in almost every survey, lumia series ranks in the top 3 but in reality their sales are no way near to what surveys show us...
9. akki20892 (Posts: 2652; Member since: 04 Feb 2013)
dude this is just beigining of nokia, only one thing can bring company up and favorite is that a customer satisfaction. We will see good sell figure in few years.
12. Hemlocke (unregistered)
True, but this survey is not actually indicative of true customer satisfaction. Go on the AT&T, Verizon, Sprint, and T-Mo websites before a phone launches. You will find tens and hundreds of reviews by rabid fanboys, of all stripes, as well as astroturfers. The same goes for sites like Amazon. I don't know about you, but I don't take reviews from people who have never seen a device in person as the gospel. Samsung recently got caught doing it, Microsoft pioneered astroturfing, and Nokia faked photos and videos for the 920. Believe what your own hands and eyes tell you.
29. UrbanPhantom (Posts: 947; Member since: 30 Oct 2012)
I do believe that I have found another paid basher, who's pretending to believe his own lies. Hemlocke, I don't even think you ever owned a 920, or you'd know better than to question the quality and durability of Nokia made devices, as well as the company's renowned customer service ethic...
41. -box- (Posts: 3565; Member since: 04 Jan 2012)
Nokia didn't fake any of the videos or photos, the ad agency they used did.
17. SemperFiV12 (Posts: 590; Member since: 09 Nov 2010)
And a HEAVY ad campaign... which they need to ramp up a bit more.
30. jsdechavez (Posts: 676; Member since: 20 Jul 2012)
Well, the first few people who bought the Lumia are very satisfied you mean.
5. ZeroCide (Posts: 677; Member since: 09 Jan 2013)
Great Phone and Great smooth buttery OS getting better all the time. Can't wait for May 14th to see what new with Lumia.
6. wendygarett (unregistered)
I like to see blackberry has higher score than Apple in att but this is BS survey!!!
42. windroid (unregistered)
Of course it's BS survey, only 140,000 online customer reviewed their phones and samdung isn't on the top
7. akki20892 (Posts: 2652; Member since: 04 Feb 2013)
that's why i love nokia. Great nokia u r going good i guess your future look really great.
15. HDShatter (Posts: 1014; Member since: 17 Jan 2013)
There stocks been going downhill and hasnt picked up at all since lumia windows phones.
19. SemperFiV12 (Posts: 590; Member since: 09 Nov 2010)
Little by little. Stocks, as volatile as they are, are not the best indicators of a companies performances - as much as Wall Street will try to claim.
8. foxmental (Posts: 4; Member since: 18 Jun 2012)
its not a ugly black, grey or white slate. it feels solid (not heavy). nokia apps. it looks a lot better than any other phone on the market. my lumia 920 has been dropped on the subway tracks of nyc & chewed by a dog & still looks as good as the day it came out of the box. os is smooth & pretty. camera, camera, camera & camera. wireless charging, nfc & great sound even with Bluetooth means I never have to plug anything into my phone. about the only thing I don't like about my lumia 920 is AT&T and when I get it unlocked next month I will love it even more. It is a great phone.
18. Ogdin (Posts: 3; Member since: 26 Apr 2013)
I liked my 920,i liked wp8 too mostly.But after using a Razr hd for 6 months i was kind of spoiled as far as battery life goes. Ended up going back to the razr just because of the battery life.
23. xperiaDROID (Posts: 4812; Member since: 08 Mar 2013)
(sigh) Nokia......Nokia.......Nokia..........you will definitely make a comeback, wish all the best to you!
Good luck Nokia!
24. VLaRueC (Posts: 86; Member since: 18 Dec 2012)
My 920 is awesome at recording videos at night. I also like how fast I can use my voice to call someone. The index system in both the people hub and app list are the best of any operating system. Bing translate built into the browser is another great feature. Build quality means nothing to me because I never drop my phone. It would be like dropping a baby.
25. Cryptic (Posts: 5; Member since: 30 Jan 2013)
I like my 920 mainly because of the smoothness of the WP8 OS, the beautiful screen, and good camera. I love my 920 because of the dedication of Nokia to their products. What most people don't understand is how underserved the phone makers have been serving us, I didn't know until now. I will be staying with Nokia mainly because they seem to care about my experience with their phone. I never seen this kind of commitment from any company in decades. You may not notice it if you own a iPhone or an Android phone, but if you own a HTC or Samsung Windows Phone, you know exactly what I'm talking about.
47. xray174 (Posts: 85; Member since: 21 Nov 2011)
u saying samsung and htc dont make great phones ok . ur opinion is valid what about if the 920 is only on att not everyone is on att or wants to switch carriers and wp8 doesnt have enough apps sadly .
27. Antonyjoseph (Posts: 208; Member since: 06 Apr 2013)
Lots of people forget that Android started making a difference in the mobile OS only around 2010. Thats just 3 years back. In the next 3 years windows / Nokia can do the same is they keeping adding to thier apps and bringing out new hardware. I own an S3 but recently tried out a friend's Lumia 620 and was really surprised at the smoothness of the experience. I hope my next phone (in a year's time) will be a Nokia windows phone. I used to love my old E-72 and love Nokia phones in general.
31. g2a5b0e (Posts: 1927; Member since: 08 Jun 2012)
This information is compiled from way too large of a timeframe. Motorola hasn't put out a phone on T-Mobile in years.
32. deburocks (Posts: 126; Member since: 20 Apr 2013)
yes and iam one f d satisfied cst . Had n s3 and tried a 720 and m blown away. Ghe only place wheere nokia lacks is gud publicityfoe gere products for budget, which feels premiuim.
33. TheBitterTruth (unregistered)
Even HTC bashes out Samsung in customer satisfaction!
34. TheBitterTruth (unregistered)
So where is the BEST SELLING PHONE "S3" ??
Even HTC bashes out Samsung.
37. Shrihari (Posts: 79; Member since: 29 Jan 2013)
the main reason is nokia used to and is making best of mobile hardware...my nokia 2600 has fell a hundred times from my hands but still works fine..but the only problem now is they currently lack proper os for their devices
40. -box- (Posts: 3565; Member since: 04 Jan 2012)
My Lumia 900 has never crashed, always has great reception, runs smooth and fast, and no one beats Nokia when it comes to deploying software updates. I wish the battery life were better (would like it to last a full day without having to enable battery saver) and my only general dissatisfaction comes from its replacement, the 920, which is better in every metric except weight.
46. xray174 (Posts: 85; Member since: 21 Nov 2011)
nokia makes great phones premium material . wish they made an android phone but not only that im on sprint and they dont have it so im out of luck for now my s3 works fine.
48. brownberry (Posts: 1; Member since: 27 Apr 2013)
Would be so nice if Nokia decides to use Android :). I love the hardware.
49. Antonyjoseph (Posts: 208; Member since: 06 Apr 2013)
In India and China, stores are fast running out of stock of Nokia Lumia 520. Especially among the youngsters, this phone is becoming a craze. Real VFM phone.
50. lubba (Posts: 1310; Member since: 17 Jan 2011)
@wendyg... don't see Troll. Odd he's not here putting his .02$ bash in.