Apple, LG Tops Customer Satisfaction Survey

Apple ranks highest in customer satisfaction among manufacturers of smartphones for the fourth consecutive time, reports a study released by J.D. Power and Associates. The study showed that Apple performed particularly well in ease of operation, operating system, features and physical design, scoring 800 on a 1,000-point scale. Motorola (791) and HTC (781) follow Apple in the rankings. While, LG ranks highest in overall wireless customer satisfaction with traditional handsets for a fourth consecutive time with a score of 731. LG performs well in all four factors, particularly physical design, features and operation. Sanyo (712) and Samsung (709) follow LG in the rankings. The factors key to overall satisfaction among smartphone users were, in order of importance: ease of operation (26 percent); operating system (24 percent); physical design (23 percent); features (19 percent); and battery function (8 percent). For traditional wireless handsets are: operation (30%); physical design (30%); features (20%); and battery function (20%). According to the study, mobile applications continue to enhance the smartphone user experience. More than two-thirds of users say they download third-party games, while 54 percent say they download travel software, such as maps and weather applications. Forty-one percent say they download utility applications, while 36 percent say they download business-specific programs. This indicates that smartphone owners are continuing to integrate their device usage into both their business and personal lives. The study also examines operating systems commonly used in wireless smartphones. Among operating systems measured, the Android operating platform (supported by Google); the Apple operating system used in iPhone devices; and Palm’s Web OS platform perform particularly well.

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