J.D. Power and Associates Reports: Customer Satisfaction with Feature-Rich Smartphones Increases as the Segment's Popularity

  J.D. Power and Associates Reports: Customer Satisfaction with Feature-Rich
     Smartphones Increases as the Segment's Popularity Continues to Rise

Apple Ranks Highest in Customer Satisfaction among Smartphone Manufacturers,
While LG Ranks Highest Among Traditional Mobile Phone Manufacturers

PR Newswire

WESTLAKE VILLAGE, Calif., March 21, 2013

WESTLAKE VILLAGE, Calif., March 21,2013 /PRNewswire/ --Overall satisfaction
among smartphone customers increases significantly as manufacturers continue
to improve styling, feature sets, usability and software, according to the
J.D. Power and Associates 2013 U.S. Wireless Smartphone Satisfaction
Study^SM—Volume 1 and the J.D. Power and Associates 2013 U.S. Wireless
Traditional Mobile Phone Satisfaction Study^SM—Volume 1, both released today.


Study Key Findings

  oNearly two in 10 (17%) smartphone customers experience a software or
    device malfunction.
  oSmartphone customers spend an average of 115 minutes per week using social
    networking applications on their device.
  oSmartphone customers spending more than 100 minutes per week on social
    apps are 14% more likely to recommend their smartphone model than those
    that spend 100 minutes or less on social apps.

The studies measure satisfaction with traditional wireless handsets and
smartphones among customers 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 mobile
phones 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%).

The Wireless Smartphone Satisfaction Study finds that satisfaction among
smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points
from 2012. This improvement is likely due to a growing array of new features
and services being offered that are providing a seamless product experience
between the operating system functions and third-party apps. While
satisfaction in all factors of the smartphone customer experience increases
from 2012, satisfaction has increased the most in performance (26 points), as
a few key attributes, such as operating system reliability, processing speed
and video/camera picture quality, have improved significantly.

"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," said Kirk Parsons, senior director of
telecommunications services at J.D. Power and Associates. "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

Among traditional mobile phone customers, overall satisfaction has remained
virtually unchanged during the past two years. However, among the 42 percent
of traditional handset customers who indicate they are likely to purchase a
new mobile phone in the next 12 months, 76 percent say they "definitely will"
or "probably will" upgrade to a smartphone.

"Satisfaction remains relatively unchanged among traditional mobile phone
customers, likely as a result of heightened awareness of advanced services
available on smartphones and the lack on new device offerings with upgraded
feature sets," said Parsons.

For the ninth consecutive study, Apple ranks highest among manufacturers of
smartphones in customer satisfaction. Apple achieves a score of 855 and
performs particularly well in physical design and ease of operation.

For the third consecutive study, LG ranks highest among traditional mobile
phones with a score of 719. LG performs particularly well in the physical
design and features factors. Nokia (714) follows LG in traditional mobile
phone rankings.

The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 1 and the 2013
U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 are based
on experiences evaluated by 9,767 smartphone customers and 6,759 traditional
mobile phone customers. Both studies were fielded between July and December

Overall Wireless Smartphone Index Rankings          J.D. Power.com Power
                                                    Circle Ratings
(Based on a 1,000-point scale) For Consumers
Apple                    855                        5
Study Average            796                        3
Nokia                    795                        3
Samsung                  793                        3
Motorola                 792                        3
HTC                      790                        3
LG                       744                        2
RIM BlackBerry           732                        2
Overall Wireless Traditional Handset Index Rankings J.D. Power.com Power
                                                    Circle Ratings
(Based on a 1,000-point scale) For Consumers
LG                       719                        5
Nokia                    714                        4
Study Average            703                        3
Sanyo                    702                        3
Samsung                  698                        3
Pantech                  689                        2
Motorola                 687                        2
Kyocera                  675                        2
Power Circle Ratings Legend:
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a
global marketing information services company providing forecasting,
performance improvement, social media and customer satisfaction insights and
solutions. 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
The McGraw-Hill Companies (NYSE: MHP), a financial intelligence and education
company, signed an agreement to sell its McGraw-Hill Education business to
investment funds affiliated with Apollo Global Management, LLC in November
2012. Following the sale closing, expected in early 2013, the Company will be
renamed McGraw Hill Financial (subject to shareholder approval) and will be a
powerhouse in benchmarks, content and analytics for the global capital and
commodity markets. The Company's leading brands will include: Standard &
Poor's, S&P Capital IQ, S&P Dow Jones Indices, Platts, Crisil, J.D. Power and
Associates, McGraw-Hill Construction and Aviation Week. The Company will have
approximately 17,000 employees in more than 30 countries. Additional
information is available at www.mcgraw-hill.com.

J.D. Power and Associates Media Contacts:
John Tews; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103;

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release without the express prior written consent of J.D. Power and

SOURCE J.D. Power and Associates

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