Apple and LG tops in Customer Satisfaction

May 1, 2009

Apple ranks highest among smartphone consumers in the 2009 Wireless Consumer Smartphone Customer Satisfaction Study – Volume 1 by J.D. Power and Associates. On the other hand LG ranks highest among traditional mobile phone consumers in the 2009 Wireless Traditional Mobile Phone Satisfaction Study – Volume 1.

Apple iPhone

Apple stayed on top of the smartphone manufacturers with a score of 791 out of 1,000. Thanks to iPhone! Apple performed well in ease of operation, operating system, features and physical design factors. LG with 772 points and Samsung with 759 points followed Apple in the rankings. The smartphone study was based on experiences reported by 2,648 smartphone user.

On the other hand, among traditional handsets, LG ranks highest in overall wireless customer satisfaction with a score of 733, performing well across all factors. Sony Ericsson followed LG with 712 points.

The study also found that among smartphone users, overall satisfaction has increased considerably, compared with the U.S. Wireless Mobile Phone Evaluation Study—Volume 2, released in November 2008. Smartphone users reported sending and receiving an average of 17 e-mails per day on their phone. And about 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.

Overall satisfaction among traditional mobile phone owners has remained stable since November 2008. The study found that 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.

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