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Samsung and Nokia tie for first in featurephone Customer Satisfaction according to J.D. Power

Posted: , by Alan F.

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Samsung and Nokia tie for first in featurephone Customer Satisfaction according to J.D. Power
Samsung and Nokia are tied for first place in J.D. Power's latest survey of customer satisfaction in the featurephone end of the mobile industry. Both OEMs tied with a score of 743, above the average score of 735. The survey was conducted amongst 1929 featurephone owners who have had their current device for less than a year. The study took place between February and August of this year.

The study measures four factors including performance (29%), ease of operation (26%), physical design (21%) and features (20%). While the survey does not include smartphones, it does bode well for future smartphone sales for both Samsung and Nokia. That is because most featurephone owners stick with the brand they are familiar with when crossing over to smartphones. LG was third with a score of 732 followed by Pantech (721) Motorola (719) and Kyocera/Sanyo (718).

"It's very interesting to see the correlation between switching intent and how frequently customers use their traditional mobile phone device. It's very critical for OEM brands to provide devices that are easy to use, especially when texting, given the typically small physical size of traditional mobile phones, compared with much larger smartphone devices where touch screens dominate the communication experience."-Kirk Parsons, senior director of telecommunications services, J.D. Power

J.D. Power also came up with some interesting information. For example, 49% of featurephone users who text at least 30 times over a two day period will switch to a different featurephone or a smartphone over the next 12 months. For those who text less than 10 times over a two-day span, only 32% plan to switch featurephones or move up to a smartphone over the next year. Those who text more than 30 times in a two day period are more apt to be dissasatisfied with their featurephone. More than half of those surveyed, 57% to be exact, bought a featurephone due to the price of the handset or the cost of operating it. 15% chose a featurephone due to its feature set while 14% went by the design or the style of the device.


source: JDPower via NokiaInnovation via DailyMobile

20 Comments
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posted on 03 Dec 2013, 16:04 10

1. rodneyej1 (Posts: 3561; Member since: 06 Jul 2013)


Great news for Nokia, and Microsoft.. Now, all Microsoft has to do is let the Nokia team keep doing what they do best with the Asha, and WP lineup.. Heck, just turn them all into Lumias running WP...

posted on 03 Dec 2013, 16:26 3

6. Augustine (Posts: 799; Member since: 28 Sep 2013)


What Nokia's ranking in feature phones has to do with smartphones boggles the mind...

posted on 03 Dec 2013, 16:50

7. rusticguy (Posts: 2828; Member since: 11 Aug 2012)


PR Spin just like TESLA did wrt NTSA safety rating :)

posted on 03 Dec 2013, 17:01

8. rusticguy (Posts: 2828; Member since: 11 Aug 2012)


NHTSA*

posted on 03 Dec 2013, 18:48

9. rodneyej1 (Posts: 3561; Member since: 06 Jul 2013)


Key word you said "your mind"

posted on 03 Dec 2013, 20:38 2

12. alterecho (Posts: 1091; Member since: 23 Feb 2012)


"Great news for Nokia, and Microsoft."
This is Nokia's effort and has nothing to do with MS or its WP.
If Nokia had involved Microsoft/WP in this, it would have been relegated to the back, of the rankings.

posted on 04 Dec 2013, 01:07

17. rodneyej1 (Posts: 3561; Member since: 06 Jul 2013)


This is great news for Nokia, and Microsoft❕❕

posted on 03 Dec 2013, 23:09 2

14. Long1 (banned) (Posts: 399; Member since: 18 May 2013)


ROTFL
Don't you realize that Nokia and Samsung tie , means that Nokia is not leader anymore even in the featurephone segment????

posted on 04 Dec 2013, 01:10

18. rodneyej1 (Posts: 3561; Member since: 06 Jul 2013)


I don't care about your petty competitive way of thinking.. All I care about, and see is that Nokia is ranked high in customer satisfaction.. What Samsung does doesn't interest me... This is great news for Microsoft and Nokia❕

posted on 04 Dec 2013, 09:31 1

21. Augustine (Posts: 799; Member since: 28 Sep 2013)


"I don't care about your petty competitive way of thinking.. All I care about, and see is that Nokia is ranked high..."

O, the contradiction!

posted on 04 Dec 2013, 07:24 2

20. akki20892 (Posts: 3653; Member since: 04 Feb 2013)


Brilliant news Only for Nokia. ms just bought device department not company and they r not Nokia, they r ms. We r seeing Nokia on chart not ms.

posted on 03 Dec 2013, 16:09 3

2. Ninetysix (Posts: 1679; Member since: 08 Oct 2012)


I remember using featurephones back in the 90's.

posted on 03 Dec 2013, 16:23 1

3. PapaSmurf (Posts: 8922; Member since: 14 May 2012)


I remember using mine back in 2005 with Sprint. Never again.

posted on 04 Dec 2013, 23:22

22. SleepingOz (unregistered)


HAHAHAH

posted on 03 Dec 2013, 18:53

10. kaikuheadhunterz (Posts: 792; Member since: 18 Jul 2013)


I actually switched from a smartphone to a featurephone (from HTC One V to Nokia 206, mainly because I bricked my smartphone and needed a dual-SIM phone badly). I never realised how easy it is to adapt to a featurephone and now I'm hesitant on switching back to a smartphone, although I might give the Asha 50x series a try

posted on 03 Dec 2013, 19:30 4

11. PAPINYC (banned) (Posts: 2315; Member since: 30 Jul 2011)


Hey, where's the iPhone 5S/C?? This should have been a shoe-in win for them - perplexed °•° .......

posted on 03 Dec 2013, 22:45 1

13. microsoftnokiawin (Posts: 1038; Member since: 30 Mar 2012)


one not sure if trolling
two the iphone isn't a featurephone !
three i'm sure with ios 7 and how smooth it runs it will come 1st !!!

posted on 03 Dec 2013, 23:11

15. Long1 (banned) (Posts: 399; Member since: 18 May 2013)


ROTFL
Don't you realize that Nokia and Samsung tie , means that Nokia is not leader anymore even in the featurephone segment????
It was so far, the only segment were Nokia was leader.

posted on 04 Dec 2013, 00:30 1

16. Doakie (Posts: 1322; Member since: 06 May 2009)


Wow. Companies still track success or customer satisfaction of feature phones? That's like tracking the customer satisfaction in scooters. Who in the world besides scooter fanatics care about metrics like this?

posted on 04 Dec 2013, 01:13

19. rodneyej1 (Posts: 3561; Member since: 06 Jul 2013)


Feature phones make up half of the mobile phones in the world.. That's huge❕.. Really❔

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