Nokia scores high marks on customer satisfaction, on average 21% higher

Nokia scores high marks on customer satisfaction, on average 21% higher
When you post an online survey, or use a company to canvass consumers and survey their feelings over a particular product, there are a number of factors that end up being accounted for as a margin of error.

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: 1021; Member since: Jan 17, 2013

10. papss unregistered

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.

13. jan25

Posts: 470; Member since: Feb 26, 2012

may be not the Z10

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: 470; Member since: Feb 26, 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: Oct 13, 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: Mar 13, 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.

22. vvelez5

Posts: 623; Member since: Jan 29, 2011

Alright, I laughed

2. Penny

Posts: 1869; Member since: Feb 04, 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: 949; Member since: Oct 30, 2012

TROLL is a paid basher, who isn't worth his money. Don't get me started...

3. clevername

Posts: 1436; Member since: Jul 11, 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 goodness, the camera. There are a lot more as well but these are the most prominent.

26. joey_sfb

Posts: 6794; Member since: Mar 29, 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: Oct 13, 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: Jul 16, 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: 3902; Member since: Feb 04, 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: 949; Member since: Oct 30, 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: 3991; Member since: Jan 04, 2012

Nokia didn't fake any of the videos or photos, the ad agency they used did.

17. SemperFiV12

Posts: 949; Member since: Nov 09, 2010

And a HEAVY ad campaign... which they need to ramp up a bit more.

30. jsdechavez

Posts: 814; Member since: Jul 20, 2012

Well, the first few people who bought the Lumia are very satisfied you mean.

5. ZeroCide

Posts: 816; Member since: Jan 09, 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: 3902; Member since: Feb 04, 2013

that's why i love nokia. Great nokia u r going good i guess your future look really great.

15. HDShatter

Posts: 1021; Member since: Jan 17, 2013

There stocks been going downhill and hasnt picked up at all since lumia windows phones.

19. SemperFiV12

Posts: 949; Member since: Nov 09, 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: Jun 18, 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: Apr 26, 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.

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit for samples and additional information.