iPhone owners are still the most satisfied in the US

22 Mar 2013

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Apple’s iPhone has come out on top for the ninth US Wireless Smartphone Satisfaction Study in a row while satisfaction among smartphone users overall is on the increase.

The study, conducted by JD Power and Associates, uses a number of key factors to gauge satisfaction among 9,767 smartphone users who have had their current device for less than one year. Among them, 33pc were happy with their phone’s performance, 23pc with its physical design, 22pc with its features and 22pc with its ease of operation.

On a 1,000-point scale, satisfaction among smartphone users measures 796, representing an increase of 22 points from last year’s study as we see these devices improve their features and services. The biggest increase in user satisfaction is in device performance (up 26 points) as operating systems become more reliable, processors become faster and smartphone cameras are improved.

Apple’s score was far above the study average at 855 points, performing particularly well in the areas of physical design and ease of operation. Nokia is a distant second, achieving 795 points, while Samsung – the world’s most popular smartphone manufacturer – is a further two points behind at 793.

JD Power and Associates smartphone satisfaction study

A second study focused on how satisfied traditional mobile phone users are. User satisfaction in this category has remained steady for two years but, among 42pc of these users planning to purchase a new phone in the next year, 76pc say they will definitely or probably upgrade to a smartphone.

Elaine Burke is managing editor of Siliconrepublic.com

editorial@siliconrepublic.com