There's no denying that cell phones-either in traditional handset or feature-rich smartphone form-have, for the vast majority of Americans, become part of daily life. In many cases, cell phones have replaced traditional landline phones. And while some people rarely use their cell phone and simply keep one on hand in case of an emergency, others use them more frequently to stay connected with family or friends. For the casual user, a traditional mobile phone will more than likely suit their needs. Others, however, depend heavily on their cell phones and require technically advanced features such as e-mail and Web-browsing capability. For this group, a smartphone is the appropriate choice.
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.