2010 Wireless Phone Satisfaction Study Volume 1
Apple, LG rank highest
According to the studies, Apple ranks highest among manufacturers of smartphones, with a score of 810, and performs particularly well in ease of operation, operating system, features and physical design. RIM BlackBerry (741) follows Apple in the rankings. LG ranks highest in overall wireless customer satisfaction with traditional handsets with a score of 729, performing well across all factors, particularly physical design, features and operation. Both Sanyo (712) and Samsung (703) follow LG in the rankings.
Other highlights from the wireless phone studies include:
The 2010 Wireless Smartphone Customer Satisfaction StudySM-Volume 1 and the 2010 Wireless Traditional Mobile Phone Evaluation StudySM-Volume 1 are based on experiences reported by 13,590 traditional mobile phone and 4,480 smartphone owners who have used their current mobile phone for less than two years. The studies were fielded between July and December 2009.
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According to the studies, Apple ranks highest among manufacturers of smartphones, with a score of 810, and performs particularly well in ease of operation, operating system, features and physical design. RIM BlackBerry (741) follows Apple in the rankings. LG ranks highest in overall wireless customer satisfaction with traditional handsets with a score of 729, performing well across all factors, particularly physical design, features and operation. Both Sanyo (712) and Samsung (703) follow LG in the rankings.
Other highlights from the wireless phone studies include:
- Among traditional handset owners, 25 percent report frequently sending and receiving multimedia and picture messages- an increase of 25 percent from just six months ago. Smartphone users are nearly twice as likely to share multimedia messages.
- Nearly one-fifth (17%) of smartphone owners with touch screens report frequently downloading and watching video content on their device.
- Global Positioning System capabilities are a desired feature among both traditional mobile phone and smartphone users. More than one-third (35%) of traditional mobile phone owners want GPS features on their next handset purchase, while 15 percent of smartphone owners want GPS.
- Younger users continue to be more satisfied with their handset, regardless of whether it is a traditional mobile phone or a smartphone. Traditional mobile phone users aged 18 to 24 rate their handset 35 index points above segment average, while smartphone users of the same age bracket rate their handset 18 index points above segment average.
- Mobile applications continue to enhance the smartphone user experience. Sixty percent report downloading third-party games for entertainment, while 46 percent report downloading travel software such as maps and weather applications. Thirty-one percent report downloading utility applications, while 26 percent report downloading business-specific programs, indicating that smartphone owners are seamlessly integrating their devices into both their business and personal lives.
The 2010 Wireless Smartphone Customer Satisfaction StudySM-Volume 1 and the 2010 Wireless Traditional Mobile Phone Evaluation StudySM-Volume 1 are based on experiences reported by 13,590 traditional mobile phone and 4,480 smartphone owners who have used their current mobile phone for less than two years. The studies were fielded between July and December 2009.
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