Apple tops for mobile phone satisfaction

Stephen Withers
Friday, 01 May 2009 05:12

Business IT - Technology

Not only did the top smartphones get higher satisfaction scores than regular phones, but their scores have risen considerably since the previous study published in November 2008.

"As consumers continuously upgrade to mobile phones that allow a full mobile-Web experience, advanced multimedia programs and 3G data downloads, overall handset satisfaction should continue to rise, as these devices tend to make our lives more convenient and prove entertaining," said Kirk Parsons, senior director of wireless services at JD Power.

"It is crucial, however, that manufacturers ensure these features are intuitive and that wireless carriers educate customers to maximize their wireless experience. While manufacturers continue to develop advanced features, they must also continue to provide a high-quality calling experience for their users," he added.

Although owners of traditional phones are aware of the benefits of smartphones, cost appears to be a barrier.

JD Power found that they spend an average of $US28 less per month, and $111 less upfront for the handset. Indeed, 42 percent of them received a free phone after allowing for rebates and discounts.

"Many owners of traditional handsets do not believe that the service cost associated with owning a smartphone is justified, as they indicate they would not take full advantage of the advanced features," said Parsons.

"Given the current economic climate, consumers are very aware of the extra cost associated with owning a smartphone that they may not use for more than basic calling and texting."