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J.D. Power and Associates Reports: Rising Popularity of Smartphones and Feature-Rich Devices Drives Higher Mobile Phone Satisfaction
WESTLAKE VILLAGE, Calif., Nov. 13 /PRNewswire/ -- As smartphones and feature-rich mobile phones continue to grow in popularity, customer satisfaction with wireless phones has increased, despite higher costs for handsets and service, according to the J.D. Power and Associates 2008 U.S. Wireless Mobile Phone Evaluation Study(SM)--Volume 2 released today.
(Logo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-a)
The study measures customer satisfaction with wireless handsets (http://www.jdpower.com/telecom/ratings/mobile-phone-ratings-(volume-2) ) by examining five key factors. In order of importance, they are: physical design (24%); operation (22%); features (20%); handset durability (19%); and battery function (15%).
The study finds that the average reported purchase price for a wireless handset has increased substantially to $107, up $15 from 2007. The increase in the average purchase price can be partially attributed to the recent surge in popularity of smartphone devices, such as the RIM BlackBerry, Palm Treo and Apple iPhone, as well as music-enabled handsets and messaging phones, all of which typically have higher price points. Similarly, customers report spending more on their wireless service -- an average of $80 per month (including federal and state taxes) -- as they are more inclined to purchase data plans, text messaging packages and downloads.
Despite this increased spending, the study finds that overall satisfaction with mobile phones has improved significantly to 719 on a 1,000-point scale, a 9-point increase from six months ago.
"Customers are increasingly integrating feature-rich phones into their daily routines and finding it rewarding," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "The ability to communicate by sending instant messages and e-mails, access the Internet or get directions via GPS are just some of the many features that handset owners are growing progressively more inclined to utilize."
The study also finds that satisfaction levels are higher among younger handset owners, as they are more inclined to own feature-rich phones. The overall satisfaction score among 18- to 24-year-olds is 750, compared with 709 among customers between 45 and 64 years old.
"As more customers continue to upgrade to mobile phones that allow for multiple methods of communication and access to endless information, as well as provide convenience and entertainment, overall handset satisfaction should continue to rise," said Parsons. "It is important, however, that manufacturers ensure these features are intuitive and wireless carriers provide their customers with the support to properly use these features to maximize their experience."
Sony Ericsson ranks highest in overall wireless customer satisfaction for a third consecutive time with a score of 739, performing particularly well in features and battery function. LG (733) and Samsung (724) follow in the rankings.
The study also finds several key wireless handset purchase patterns:
-- Nearly one-half (49%) of wireless users report they are likely to purchase a new phone in the coming year, while only 45 percent said the same six months ago.
-- Thirty percent of customers indicate they would like to have GPS software on their next phone, while 25 percent said they would like a touch screen.
-- The most frequently reported reasons customers give for selecting their current cell phone include: pleasing design style (43%); received for free (25%); easy to use (25%); discounted/reduced price (23%); digital camera features (20%); and variety of features offered (19%).
Volume 2 of the 2008 U.S. Wireless Mobile Phone Evaluation Study is based on experiences reported by 16,717 wireless users who have owned their current mobile phone for less than two years. The study was fielded between February and June 2008.
Overall Wireless Mobile Phone Index Rankings
(Based on a 1,000-point scale)
Manufacturer Index Score JDPower.com Power Circle Ratings
For Consumers
Sony Ericsson 739 5
LG 733 4
Samsung 724 4
Industry Average 719 3
Nokia 704 2
Motorola 703 2
Kyocera 700 2
Sanyo 697 2
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor's, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
J.D. Power and Associates Media Contacts:
Syvetril Perryman John Tews
Westlake Village, Calif. Troy, Mich.
(805) 418-8103 (248) 312-4119
syvetril.perryman@jdpa.com john.tews@jdpa.com
No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. http://www.jdpower.com/corporate
Photo: http://www.newscom.com/cgi-bin/prnh/20050527/LAF028LOGO-aAP Archive: http://photoarchive.ap.org/PRN Photo Desk, photodesk@prnewswire.com
J.D. Power and Associates
CONTACT: Syvetril Perryman, Westlake Village, Calif., +1-805-418-8103,syvetril.perryman@jdpa.com, or John Tews, Troy, Mich., +1-248-312-4119,john.tews@jdpa.com, both of J.D. Power and Associates
Web site: http://www.jdpower.com/
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