In the six months to February 2010, over three quarters of users of a mobile phone handset (78.1%) agreed they were “Very Satisfied” or “Fairly Satisfied.”

The most striking finding was the significantly higher customer satisfaction ratings given by iPhone users (93.9%) compared with the bigger players. The market leader, Nokia, received a much lower satisfaction ratings of 80.6% while the No. 2 player, Samsung, received an even lower rating of 74.1%.

In the six months to February 2010, customers with Samsung, LG, Motorola and Telstra handsets reported lower than average ratings on satisfaction, Telstra was the lowest (63.8%), followed by LG (70.6%), Samsung (74.1%) and Motorola (77.3%).


Mobile Phone Handset Customer Satisfaction, September 2009 — February 2010


“% Satisfied” is the proportion of all customers who are “very” or “fairly” satisfied with their main mobile phone handset (on a five point scale).Total industry figure excludes those who can’t say their current brand of handset.
Source: Roy Morgan Single Source (September 2009 —February 2010); Total gave mobile phone handset provider. N=6,974.


Norman Morris, Industry Communications Director, Roy Morgan Research, commented:

“The expectations of iPhone customers created by all the hype accompanying its release appear to have been well and truly met, making them clearly the most satisfied customers of all handset users.

“Given the profile of the average iPhone user, it would be anticipated that the impact of word-of-mouth recommendation will pose a unique threat to the bigger players in this market.”
 

Click here for detailed profiles of different handset users. Our handset user profiles provide a broad understanding of the demographics, attitudes, activities and media usage of the user group.


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