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Apple tops smartphone customer satisfaction list — again


The J.D. Power and Associates ( “2012 U.S. Wireless Smartphone Customer Satisfaction Study” and the “2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study.” For the eighth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction.

Apple achieves a score of 849 and performs well in all factors, particularly in physical design and  ease of operation. HTC (790) follows Apple in smartphone rankings. LG ranks highest in the “Wireless Traditional Mobile Phone Satisfaction Study” with a score of 726.  LG performs well in all four factors.

The two J.D. Power studies measure customer satisfaction with traditional wireless handsets and smartphones among owners who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional wireless handsets are: performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are: performance (33%); physical design (23%); features (22%); and ease of operation (22%).

J.D. Power and Associates is a global marketing information services company.

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