As several companies including Samsung, Motorola and HTC get set to launch new Google Android phones in Australia, a new CFI smartphone report claims that the Android platform is set to grow. The report founds that the Blackberry smartphone is set to take market share away from Apple and that the Windows Mobile and Symbian operating systems have the lowest customer satisfaction levels.
by business consulting company CFI Group, who found that “generic” smartphones based on the Windows Mobile and Symbian operating systems enjoyed the lowest customer satisfaction levels even though those systems
The researchers claim that the iPhone is the unsurpassed leader when it comes to customer satisfaction among smartphone users, but Android-based smartphones and in the USA, the Palm Pre are narrowing the gap, and more recent BlackBerry smartphones “pose a bigger threat” to the iPhone than earlier versions, according to the report.
The online survey of 1,074 smartphone users was conducted appear in the majority of smartphones.
The news is set to be a blow to HTC who next week, in partnership with Microsoft and Telstra, will launch a new Windows Mobile based phone in Australia.
“The generic smartphone is unloved, unappreciated, and unlikely to encourage any devotion among its users,” the report said. “Its main role appears to be as a stepping stone to a branded smartphone.”
In assessing loyalty to specific smartphone models, CFI found on a 0 to 100 point customer-satisfaction scale the iPhone scored an 83, followed closely by Android and the Palm Pre at 77 each, BlackBerry at 73, the Palm Treo at 70, and other smartphones, including Windows Mobile and Symbian, at 66.
Scores above 80 are considered very good, while scores below 70 “are a cause for concern,” the company said.
CFI also found that 92 percent of iPhone users describe their iPhone as the “ideal smartphone,” followed by 58 percent of Android users, 56 percent of Palm Pre users, 49 percent of BlackBerry users, 16 percent of Palm Treo users, and 19 percent of Windows Mobile and Symbian smartphone users.
“Android is an up-and-coming competitor to the iPhone,” the report contended. “Customers like using the Android and its applications, and as newer Android-compatible phones are released, the hardware gap with iPhone will diminish.” As for Palm’s Pre, “the device “is a strong entry for Palm into the new smartphone market,” but the device “trails badly in the applications area.” If Palm can shore up the Pre’s applications availability, “it will be even more competitive,” CFI said.
As for BlackBerry models, “legacy phones are a drag on BlackBerry’s customer satisfaction,” but BlackBerry “is narrowing the gap with iPhone with its newer phones,” the company said.
Satisfaction with generic smartphones may be low in large part because consumers who buy them aren’t really looking for a smartphone, CFI said. Generic smartphone users “are the most likely group to get their phone because of a deal or ‘just because’ they ended up replacing an old non-smartphone with a new smartphone.” Carriers, the report said, “are pushing these smartphones onto the customer.” As a result, “There is no better way to harm customer satisfaction than to give customers something they don’t really want and ask them to pay more [in the long run] for that privilege.”
In another conclusion, the report said satisfaction with the iPhone hasn’t translated into satisfaction with carriers like Telstra, Optus or Vodafone who have been slammed by the Federal Government recently for poor customer service.
Much of the dissatisfaction with carriers can be traced to the statistic that 40 percent of iPhone users churned from another carrier to get an iPhone, whereas only 12 percent off Android users and 9 percent of Pre users switched carriers to get their smartphone, the report said.