A recent report done by J.D. Power & Associates has found that, generally speaking, satisfaction among smartphone users is rising, and that satisfaction has increased substantially since 2012.
The study has shown that from 2012, the amount of overall satisfied customers has increased by 22 points, rising to 796 on a 1,000-point scale. The study cited that the increase is due to the growth of new and better features, as well as more services being offered through apps and core OS functionality. Reliability, speed and camera quality are also attributed to helping grow the satisfaction.
Out of all of the key factors in what drives someone to be satisfied with their smartphone, performance is number one. Physical design came in second, while features and ease of operation followed very closely behind.
Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates, said that going forward, handset manufacturers should focus on not only improving performance, but should make sure any features are intuitive. He goes on to state that if a manufacturer wants to really satisfy, they should focus on advanced and dependable hardware, ease of use, and devices that are easily customizable.
“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,” Parsons explained.
Other findings focused on what manufacturers continue to have the most satisfied customers. Apple topped the list out of all applicable OS and smartphone device manufacturers, receiving a score of 855. Apple ranked particularly well in the ease of operation and physical design categories.
The study evaluated a total of 9,767 smartphone customers and focused on overall satisfaction with their smartphones.