J.D. Power, one of the leading research firms, just issued its annual US mobile customer satisfaction survey, polling 9,767 smartphone customers and 6,759 feature phone users in a study that finished December last year.
The survey participants were customers that have been using their handset for less than a year, and rankings were made according to several factors with a different weight in the overall score: for smartphones these were performance (33%), physical design (23%), features (22%) and ease of operation (22%).
Apple scored highest among the people surveyed, collecting 855 out of a thousand points, with particular satisfaction stemming from its physical design and ease of operation criteria. After Apple came Nokia, then Samsung, Motorola, HTC, LG, and BlackBerry.
As for feature phones, LG topped the charts, whereas Nokia took second place. The average score of the study was 796 points, meaning that people were largely content with their handsets. As per Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates:
As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat.
It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.