Industries Served: Mobile Phones

Syndicated Research

Wireless Traditional & Smartphone Mobile Phone Satisfaction Studies

The J.D. Power and Associates Wireless Traditional and Smartphone Satisfaction Study^SM measures residential customer satisfaction with wireless Traditional and Smartphone devices. The report explores the relationship between consumer user segment and the impact of satisfaction with both Traditional and Smartphone devices as it relates to purchase dynamics, repurchase tendencies and operating systems. The key drivers of customer satisfaction that are explored in this report:

• Ease of Operation
• Operating System (smartphone only)
• Physical Design
• Handset Features
• Battery Functionality

This Voice of the Customer information is gathered from owners of both Traditional and Smartphone’s that primarily uses their current device for personal related purposes and reflects their experiences and usage patterns. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable wireless providers and handset manufacturers to better target improvement initiatives that will increase repurchase intent and maximize sales.

The information provided in the Wireless Traditional and Smartphone Satisfaction Study enables OEM manufacturers and wireless providers to:

• Examine key drivers of satisfaction among both Traditional & Smartphone owners
• Provide a comparative analysis of the relative strengths and weaknesses of the manufacturer brands overall and at the model level.
• Explore key drivers of commitment and loyalty among consumer device owners to increase sales and maximize repurchase intent
• Align product improvement efforts with core customer wants and needs

The largest handset manufacturers are rated by U.S. residential end-users: Apple, HTC, Kyocera, Motorola, Nokia, Palm, RIM, Samsung, Sanyo, and Sony Ericsson.

Business Wireless Smartphone Satisfaction Study

The J.D. Power and Associates Business Wireless Smartphone Satisfaction Study^SM measures business customer satisfaction with wireless Smartphone’s—defined as mobile phones offering advanced capabilities and personal computer-like functionality. The report explores the relationship between business user segment and the impact of satisfaction with Smartphone devices as it relates to purchase dynamics, repurchase tendencies and operating systems. There are 5 key factors that drive business customer satisfaction:

• Ease of Operation
• Operating System
• Physical Design
• Handset Features
• Battery Functionality

This Voice of the Customer information is gathered from owners of Smartphone’s that primarily uses their current device for business related purposes and reflects their experiences and usage patterns. A detailed analysis of the data identifies and quantifies the drivers of satisfaction and highlights key performance metrics that enable wireless providers and handset manufacturers to better target improvement initiatives that will increase repurchase intent and maximize sales.

The information provided in the Business Wireless Smartphone Satisfaction Study enables wireless Smartphone manufacturers and wireless providers to:

• Examine key drivers of satisfaction among business Smartphone owners
• Provide a comparative analysis of the relative strengths and weaknesses of the manufacturer brands overall and at the model level.
• Explore key drivers of commitment and loyalty among Business Smartphone owners to increase sales and maximize repurchase intent
• Align product improvement efforts with core customer wants and needs

The largest handset manufacturers are rated by U.S. Business end-users: Apple, HTC, Motorola, Palm, RIM and Samsung.