satisfaction

Yesterday we wrote an entertaining fluff piece about the brand ‘Windows Phone’ and how, when compared to iPhone and Android, feedback from the internet was actually quite positive. We tied it into the exceptionally high customer satisfaction ratings that Windows Phone devices typically get on carrier websites or third party outlets like Amazon.

In related news, PCMag yesterday published results of their 2013 Business Choice Awards, a survey of “actual users of smartphones” and “those responsible for deploying and maintaining the devices”.

The conclusion for Nokia is that the company is doing very well with those customers. So much so that PCMag called Nokia “…the clear winner of the end-user Business Choice Award for smartphones.”

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By now Nokia’s commitment to the Windows Phone OS should be well established. What has made their role so vital to Microsoft is not just the hardware they’ve created (4 phones in 12 months) but the support they’re providing to the platform from all directions.

Whether it’s original OEM apps, exclusive titles, developer support tools, mapping data, dispersing thousands of free Lumias to devs or their promotions, Nokia has gone beyond their competitors in many ways.

One of those is one that may not be too familiar with Windows Phone Central readers but is just as impressive: Nokia’s SmartStart program.

What’s SmartStart? We get a behind the scenes glimpse of Nokia’s growing support system for new Lumia owners and share what’s coming next…

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The J.D. Power and Associates' latest US customer satisfaction survey has displayed some interesting findings. Apple is first in the results, which is perfectly understandable as every iOS user has either a household full of Apple products already or are simply satisfied with Apple hardware. No matter what you think of Apple as a company or iOS (and OS X) as operating systems - Apple makes killer hardware.

HTC is second, thanks to the successful injection of handsets running Android. What will be interesting for HTC is the customer satisfaction potentially rising with the Titan and Radar, which are both beast devices. Unfortunately for RIM, they're well below average and are in between LG and Motorola (now Google) and will not help the cause with investors calling RIM to sell itself or patents. Nokia are last, could this be due to Symbian (among other factors) and not the actual hardware? Only time will tell with their launch of Windows Phone handsets.   

Source: Engadget

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ChangeWave Research has just published some interesting data that affirms our previous coverage (where WP7 was only at 44%) about the high rate of satisfaction users have with Windows Phone 7 when compared against RIM, Android and iOS. According to the chart above, Windows OS ranks just above RIM at 27%. I know what you're thinking, "you just stated that this is supposed to prove WP7 is a satisfying OS?".

Don't be fooled by the chart above folks, the percentage of Windows Phone 7 users that are "very satisfied" is actually at 57%, but Windows Mobile is only at 14%, so the Windows OS is taking into account both values. We argue that this sort of publication does the OS no justice at all since majority of readers are interested in presented data as opposed to the text underneath the chart:

"Both industry leaders are far ahead of the overall Very Satisfied ratings for the other major operating systems – Windows OS (27%) and RIM OS (26%).

But in an encouraging sign for Microsoft, we continue to see a big difference between the high Very Satisfied rating for Windows Phone 7 (57%) vs. the much lower rating for Windows Mobile OS (14%). Even so, the higher Windows Phone 7 rating has yet to produce a sustained momentum boost for Microsoft in term of buyer preferences."

We decided to create our own chart to reflect the differentiation between Microsoft's older and newer platforms. Looks much smarter, right?

All in all, positive stuff for Microsoft. While we're still behind Apple (no surprise), it's great to see a relatively high percentage, contradicting what carrier sales staff preach. Please note that the data sample shown in this report is 89% US and 11% outside the US so we would see different results in other countries. UK being a strong example with RIM still proving to be a heavy player.

Source: ChangeWave Research 

 

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Polling and survey data will always be controversial--there are means, averages, sample sizes, how questions are phrased/framed, etc. resulting in multiple ways of interpretation. Recently, Microsoft's Greg Sullivan went on record with some internal survey results on Windows Phone 7 user satisfaction stating that customer satisfaction for Windows Phone 7 is at 93% and brand awareness is increasing, up 22 points to 66%.

This of course sounds real good, but we're going on Sullivan's word here and cannot verify those numbers. Now ChangeWave, an independent survey group, has come out with their own numbers and while Windows Phone is improving in status and satisfaction, they are nowhere near as high as what Microsoft claims. ChangeWave's survey involved 4,050 participants which is a very sizeable number. Here are some of their results (reprinted from NetworkWorld):

  • 5% have their "sights set on Windows Phone"--which is an increase from the previous 1% and is the only smartphone with a boost in demand
  • 44% of Windows Phone 7 owners consider themselves "very satisfied" (big improvement from Windows Mobile's 18%) as of Dec 2010

By way of comparison, Android has a 58% approval rating and the iPhone still tops out at 72% being "very satisfied". NetworkWorld expects those Android numbers to go up with Froyo 2.2 on Android as it "solves" many of the previous problems on that OS. Although, one could also claim the same about Windows Phone after our next few updates scheduled for this year.

Still, the point being that as of now 44% is a stark contrast to Sullivan's claim of 93%. Both sides are a little obscure on their methodology, though we can say that ChangeWave is certainly more transparent with hard numbers than Microsoft is on the matter (plus you can at least purchase ChangeWave's data). But without knowing which questions were asked, it's hard to make a direct comparison. But, reluctantly, we're less believing of Microsoft's stats than ChangeWave's for what should be an obvious difference in biases.

So which is it audience? What we want to believe, what seems more likely or both are wrong for X reason? Share in comments...

Source: ChangeWave (private); via NetworkWorld

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