J.D. Power users the following factors in its measurement of satisfaction of mobile phones, overall, with the following weights:
- performance (29 percent);
- ease of operation (26 percent);
- physical design (24 percent); and
- features (21 percent).
- performance (33 percent);
- physical design (23 percent);
- features (22 percent); and
- ease of operation (22 percent)
For the third consecutive study, LG was highest among traditional mobile phones with a score of 719. Nokia (714) followed LG in traditional mobile phone rankings.
Kirk Parsons, senior director of telecommunications services at J.D. Power said:
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.The J.D. Power survey also pointed to more folks moving from feature phones to smartphones, as expected. Among the 42 percent of traditional handset customers who indicated they were likely to purchase a new mobile phone in the next 12 months, 76 percent said they "definitely will" or "probably will" upgrade to a smartphone.
It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.