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Smartphone Device Launches Propel High Satisfaction with Apple, HTC and SamsungWESTLAKE VILLAGE, Calif., April 23, 2015 /PRNewswire/ -- As wireless manufacturers (OEMs) struggle to differentiate themselves, flagship device launches are an influential and critical driver of device selection, user experience and, ultimately, satisfaction with the brand, according to the J.D. Power 2015 U.S. Wireless Smartphone Satisfaction StudySM—Volume 1 released today. Now in its 9th year, the Wireless Smartphone Satisfaction Study measures customer satisfaction based on four factors (listed in order of importance): performance (29%); features (26%); physical design (23%); and ease of operation (22%). The study measures customer satisfaction with wireless OEMs across Tier 11 wireless carriers. Satisfaction is calculated on a 1,000-point scale. The study finds that a brand's ranking is closely related to the performance satisfaction with its latest smartphone models, which often feature the newest technology and features and services. But the smartphone and its technology must work extremely well, and meet the varying needs of its customers, to help the brand differentiate itself in an ultra-competitive market. When the smartphone performs well, it increases the likelihood of model loyalty and customer satisfaction with the brand. For example, advance performance and technology such as facial recognition, finger print security identification and latest OS platforms have helped drive satisfaction up with the latest device launches for the Apple iPhone 6 series, HTC One Max series and Samsung Galaxy 5 and Note 4 series. In turn, this has propelled each of these smartphone brands to rank highest among the respective carriers in the study. "Satisfaction with performance differs by smartphone brand across carriers," said Kirk Parsons, senior director and practice leader of telecommunications at J.D. Power. "When launching a new smartphone device, carriers should be mindful how they position the device features and services. This can influence model selection and a customer's experience with the device. When customers are satisfied with their smartphone model selection, the OEM and carrier can benefit through customer loyalty and repurchase intent." KEY FINDINGS
The 2015 U.S. Wireless Smartphone Satisfaction Study—Volume 1 is based on experiences evaluated by 12,803 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between September 2014 and February 2015.
Power Circle Ratings Legend Media Relations Contacts About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info 1 A Tier 1 carrier includes the four national wireless providers in the United States: AT&T, Sprint, T-Mobile and Verizon Wireless. Logo - http://photos.prnewswire.com/prnh/20130605/LA26502LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/smartphone-device-launches-propel-high-satisfaction-with-apple-htc-and-samsung-300070687.html SOURCE J.D. Power |