For consumer smartphones, key factors are:
For business smartphones, key factors include:
Earlier this year, we reported on customer satisfaction with both traditional mobile phones as well as the more feature-rich “smartphones,” which offer additional capabilities such as e-mail and Web browsing. At the time, customer satisfaction among smartphone users was on the rise, while satisfaction was holding steady among traditional handset users. More recently, J.D. Power and Associates research suggests that while customer satisfaction among smartphone users continues to increase, satisfaction among users of traditional mobile phones has cooled a bit.
According to the J.D. Power and Associates 2009 Wireless Consumer Smartphone Customer Satisfaction StudySM—Volume 2 and the 2009 Wireless Business Smartphone Satisfaction Study,SM overall satisfaction among smartphone owners has increased considerably over time as manufacturers continue to improve styling, feature sets, usability and software. Satisfaction among consumer smartphone owners has increased by 14 index points (on a 1,000-point scale) from just six months ago, while satisfaction among business owners has increased by 43 index points from 2008 as these devices have become more stylish, customizable and user-friendly.
Among traditional mobile phone owners, overall satisfaction has declined by six index points from April 2009, according to the J.D. Power and Associates 2009 Wireless Traditional Mobile Phone Satisfaction StudySM—Volume 2. The decline is likely a result of heightened awareness among traditional mobile phone owners of advanced features available on smartphones. Call it “feature envy,” if you will.
These three studies measure customer satisfaction with traditional wireless handsets and smartphones across several key factors. In order of importance, key factors of overall satisfaction with traditional wireless handsets are:
2009 Wireless Phone Satisfaction Study Volume 2
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