Traditional Mobile Phone Study Highlights
Highlights of the 2009 Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 include:
- One-third of traditional mobile phone owners indicate they would like to have some type of GPS software or capability on their next phone.
- Forty-two percent of traditional mobile phone owners received their phone for free after rebates and discounts, compared with just 32 percent in the 2008 Volume 2 study.
- Among traditional handsets, LG ranks highest in overall wireless customer satisfaction with a score of 733 on a 1,000-point scale, performing well across all factors. Sony Ericsson follows with 712.
- Overall satisfaction among traditional mobile phone owners has remained stable since November 2008, despite heightened awareness among traditional mobile phone owners of advanced features available on smartphones.
- On average, traditional handset owners pay $28 less per month for their wireless service, compared with smartphone owners. Traditional wireless users also pay $111 less when they initially purchase their mobile phone, compared with smartphone owners.
Smartphone Study Highlights
Some key highlights of the 2009 Wireless Consumer Smartphone Customer Satisfaction Study—Volume 1 include:
- More than 40 percent of smartphone users report entirely replacing landline calling with mobile phone calling, while only 28 percent of traditional handset owners have done the same.
- Apple ranks highest among smartphone manufacturers with a score of 791, performing particularly well in ease of operation, operating system, features and physical design. LG (772) and Samsung (759) follow Apple in the rankings.
- Among smartphone users, overall satisfaction has increased considerably since November 2008, the last time that particular type of user was surveyed.
- Smartphone users report sending and receiving an average of 17 e-mails per day on their phones, and 82 percent of smartphone owners report regularly using their phone’s personal information management (PIM) capabilities—such as address books and to-do lists—to stay better organized.
About the Studies
The 2009 Wireless Consumer Smartphone Customer Satisfaction Study—Volume 1 and the 2009 Wireless Traditional Mobile Phone Evaluation Study—Volume 1 are based on experiences reported by 15,270 traditional mobile phone and 2,648 smartphone users who have owned their current mobile phone for less than two years. The studies were fielded between July and December 2008.
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