J.D. Power and Associates released its 2013 U.S. Wireless Smartphone Satisfaction Study — Volume 1 on Thursday, which rated the iPhone highest in customer satisfaction for the ninth consecutive time.
Apple earned a score of 855/1,000 and ranked well in the "physical design" and "ease of operation" categories among consumers. LG earned the highest marks outside of the smartphone category for the third consecutive time with a score of 710/1,000. LG's strengths were in design and features.
"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," senior director of telecommunications services at J.D. Power and Associates Kirk Parsons said. "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." Parsons also said that offering customizable applications for individual tastes is also an important part of the experience.
J.D. Power and Associates drew its conclusions after surveying 9,767 smartphone owners and 6,759 feature phone owners between the months of July and December 2012.
2013 U.S. Wireless Smartphone Satisfaction Study–Volume 1 and 2013 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 1
- Date Published: 03/21/2013
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