Apple’s iPhone Smokes Samsung Galaxy S3, Others in Customer Satisfaction

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A new J.D. Power and Associates’ study shows that overall satisfaction among smartphone customers has increased over the years while satisfaction among traditional feature phone customers has remained the same.

The company’s study measures satisfaction with customers who have had their current mobile device for less than one year. The key factors of overall satisfaction with traditional mobile phones are performance (29 percent), ease of operation (26 percent), physical design (24 percent) and features (21 percent). The key factors for smartphones are performance (33 percent), physical design (23 percent), features (22 percent) and ease of operation (22 percent).

The Wireless Smartphone Satisfaction Study found that satisfaction among smartphone customers is 796 on a 1,000-point scale, up 22 points from last year. The performance category showed the most improvement. Ooverall satisfaction among traditional feature phone customers has stayed the same for two years. with a ranking of 703.

For the ninth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction with a score of 855. The iPhone performs well in physical design and ease of operation. For the third straight time, LG ranks highest among traditional mobile phones with a score of 719.

“As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat,” said Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates. “It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.”

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