Windows Phone, HTC Outscore The Rest In Customer SatisfactionBy: Zach Walton - October 9, 2012
Remember when the Siri told iPhone users that the Nokia Lumia 900 was the best smartphone on the market? It was a funny oversight that pointed out an often overlooked truth – people really love their Windows Phones. It may not have the market penetration of iOS or Android, but its fans are loyal to the bitter end. A recent report from Amplified Analytics found that Windows Phone loyalty has not tapered off one bit since then.
Each quarter, Amplified Analytics conducts a report called the Piplzchoice Customer Experience. They look at reviews from over 100,000 customers to create a dataset that seeks to show customer satisfaction among smartphone brands. The results contain some expected results, but there are a few surprises as well.
For starters, Samsung products received the most reviews. It’s important to note that this does not indicate customer satisfaction. It does indicate that more people are buying Samsung phones than ever before even if they don’t necessarily like them.
Samsung falls by the wayside when it comes to actual customer satisfaction. The report shows that HTC is king with Apple following as a close second. Nokia comes in third, and Sony in fourth. Samsung and Motorola, the two major Android OEMs, share fifth place together.
As for mobile operating systems, Windows Phone came out on top. Out of top 10 phones, five of them are Windows Phones. Interestingly enough, four of the five Windows Phones come from HTC. Nokia’s Lumia 900 is the only other Windows Phone to break the top 10. The number one phone is HTC’s Radar, a Windows Phone on T-Mobile. Another Windows Phone, the HTC Titan II, takes second place.
Things get a little more interesting when you look at the trends in customer satisfaction by OS. Windows Phone is still the leader, but satisfaction is on its way down. iOS satisfaction has seen nothing but growth since 2011 while Android and BlackBerry satisfaction are mostly staying stagnant.
It should be noted that these numbers are pulled from a limited amount of customer engagement and reviews. It should not be seen as a definitive look at overall satisfaction. Ask any Apple fan, and they will tell you that the iPhone 5 is the greatest piece of technology to ever grace their hands. This study only looked at reviews over the past three months which would give other phones a huge headstart over the iPhone 5 in online reviews.