14 DAY TRIAL // The satisfaction that smartphones boasting touchscreen displays can deliver to mobile phone users in the United States is 40 index points higher that that offered by other smartphones, a recently published report from J.D. Power and Associates unveiled. According to the report, the owners of smartphones with touchscreen displays report average satisfaction of 771 on a 1,000-point scale, which is considerably higher than satisfaction of owners of handsets with other input methods, the research company notes.
Moreover, the J.D. Power and Associates 2010 U.S. Wireless Smartphone Customer Satisfaction Study-Volume 1 and the 2010 U.S. Wireless Traditional Mobile Phone Satisfaction Study-Volume 1 show that more than half of smartphone users in the country own touchscreen-enabled devices. This input technology is available on traditional handsets too, with the satisfaction among their owners being at an average of 756 points, which is 53 index points higher than the average in the cell phone industry.
“Touch screens are ideal for those using their phone for entertainment, as the displays are generally larger and provide a richer viewing experience,” said Kirk Parsons, senior director of Wireless Services at J.D. Power and Associates. “It is critical, however, that manufacturers meet expectations with regard to providing adequate battery life, as these large displays can drain batteries very quickly. In addition, for customers to have a truly rewarding experience, wireless carriers must continue to provide problem-free, high-speed downloads, as customers rely on them to deliver content quickly and on the go.”
The satisfaction among mobile phone users is measured based on a series of key factors, the research firm states. In order of importance, the key factors for traditional handsets would be: operation (30 percent), features (20 percent), and battery function (20 percent). In the smartphone area, these factors are ease of operation (26 percent), operating system (24 percent), physical design (23 percent), features (19 percent), and battery function (8 percent).
In the smartphone segment, Apple's iPhone is seen as leader in customer satisfaction, as it accounts for a score of 810. RIM BlackBerry comes in on the second place with 741 points, the research firm states. When it comes to traditional smartphones, the first place is occupied by LG with a score of 729, followed by Sanyo with 712 points, and Samsung with 703 points. Additional details on the study can be found on the company's website.