J.D. Power and Associates Reports: US Customer Satisfaction with Feature-Rich Smartphones Increases.
Apple Ranks Highest in Customer Satisfaction among Smartphone Manufacturers, While LG Ranks Highest Among Traditional Mobile Phone Manufacturers.
Overall customer satisfaction among smartphone users has increased significantly as manufacturers continue to improve styling, feature sets, usability and software, according to the J.D. Power and Associates 2013 U.S. Wireless Smartphone Satisfaction Study–Volume 1 and the J.D. Power and Associates 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 1, both released today.
The studies measure satisfaction with traditional wireless handsets and smartphones among customers who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional mobile phones are performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are performance (33%); physical design (23%); features (22%); and ease of operation (22%).
- Nearly two in 10 (17%) smartphone customers experience a software or device malfunction.
- Smartphone customers spend an average of 115 minutes per week using social networking applications on their device.
- Smartphone customers spending more than 100 minutes per week on social apps are 14% more likely to recommend their smartphone model than those that spend 100 minutes or less on social apps.
The Wireless Smartphone Satisfaction Study finds that satisfaction among smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points from 2012. This improvement is likely due to a growing array of new features and services being offered that are providing a seamless product experience between the operating system functions and third-party apps. While satisfaction in all factors of the smartphone customer experience increases from 2012, satisfaction has increased the most in performance (26 points), as a few key attributes, such as operating system reliability, processing speed and video/camera picture quality, have improved significantly.
For the ninth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 855 and performs particularly well in physical design and ease of operation.
Among traditional mobile phone customers, overall satisfaction has remained virtually unchanged during the past two years. However, among the 42 percent of traditional handset customers who indicate they are likely to purchase a new mobile phone in the next 12 months, 76 percent say they “definitely will” or “probably will” upgrade to a smartphone.
For the third consecutive study, LG ranks highest among traditional mobile phones with a score of 719. LG performs particularly well in the physical design and features factors. Nokia (714) follows LG in traditional mobile phone rankings.
The 2013 U.S. Wireless Smartphone Satisfaction Study–Volume 1 and the 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 1 are based on experiences evaluated by 9,767 smartphone customers and 6,759 traditional mobile phone customers. Both studies were fielded between July and December 2012.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually.