J.D. Power and Associates Releases 2011 U.S. Wireless Smartphone Customer Satisfaction Study

In its 2011 U.S. Wireless Smartphone Customer Satisfaction Study, J.D. Power and Associates has stated that satisfaction with smartphones and traditional mobile phones is remarkably better for gadgets that have a specific size and weight and boasts of the latest technological advancements.

The ownership experience

When it comes to maximizing the ownership experience, the width and thickness of the smartphone device are as well critical and echo the old adage that "thinner is better" holds true. For smartphones that are less than 0.45 inches wide, overall physical design satisfaction is highest. In comparison, satisfaction averages 783 for smartphones that are 0.65 inches wide or wider, the company stated in a press release.

"It's not unexpected that satisfaction is higher for devices that have new technological advances or features," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "Having the right combination of physical dimensions and operating functions and features for both smartphones and traditionally equipped devices is key to creating an exceptional ownership experience with each type of wireless device."

The physical design

The physical design and dimensions of the device greatly impact the satisfaction with both smartphones and traditional or "feature" phones, the company has stated. For instance, satisfaction ratings are highest when the weight of the smartphone device does not exceed 5 ounces. Satisfaction averages 7.6 for smartphone devices that are 5 ounces or heavier, in comparison, the company stated.

Recently, the company released a report where it stated that gaps in network performance issues are reducing among major telecom service providers. In the wake the narrowing gap, the efficiency of account teams and customer service representatives has emerged as a key differentiator in customer satisfaction. The industry average for short- and long-duration outages has declined significantly. The average number of short-duration outages experienced by customers while the past six months has decreased by more than 22 percent.

The latest in communications

Want to learn more about the latest in communications and research? At the time be sure to attend ITEXPO West 2011, taking place NOW, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's as well where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.