Study – Apple and LG Rank Highest in Mobile Device Satisfaction

Apple’s iPhone scored highest in consumer satisfaction for smartphone mobile devices, while LG makes the most well-liked traditional mobile phones, according to two J.D. Power and Associates 2009 Consumer Satisfaction studies released Thursday.

Among Wireless Consumer Smartphone users, iPhone produced a score of 791 on a 1,000-point scale, performing particularly well in ease of operation, operating system, features and physical design. LG (772) and Samsung (759) were second and third in the rankings.

Overall satisfaction with smartphones has increased considerably, compared with the U.S. Wireless Mobile Phone Evaluation Study–Volume 2, released in November 2008. In the current study, smartphone users report sending and receiving an average of 17 e-mails per day on their phone, and 82 percent of smartphone owners report regularly using their phone’s personal information management (PIM) capabilities–such as address books and to-do lists–to stay better organized.

LG led in traditional phone wireless customer satisfaction with a score of 733, performing well across all factors. Sony Ericsson followed with 712.

Overall satisfaction among traditional mobile phone owners has remained stable since November 2008, despite heightened awareness among traditional mobile phone owners of advanced features available on smartphones.

On average, traditional handset owners pay $28 less per month for their wireless service, compared with smartphone owners. Traditional wireless users also pay $111 less when they initially purchase their mobile phone, compared with smartphone owners.

The studies also report several key wireless handset usage patterns:

— More than 40 percent of smartphone users report entirely replacing landline calling with mobile phone calling, while only 28 percent of traditional handset owners have done the same.

— One-third of traditional mobile phone owners indicate they would like to have some type of GPS software or capability on their next phone.

— Forty-two percent of traditional mobile phones owners received their phone for free after rebates and discounts, compared with just 32 percent in the 2008 Volume 2 study.

Follow after the jump for information on study methodology and complete rankings.

The 2009 Wireless Consumer Smartphone Customer Satisfaction Study–Volume 1 and the 2009 Wireless Traditional Mobile Phone Evaluation Study–Volume 1 are based on experiences reported by 15,270 traditional mobile phone and 2,648 smartphone users who have owned their current mobile phone for less than two years. The studies were fielded between July and December 2008. Visit to read an article or view customer satisfaction ratings for wireless service and carrier performance, call quality, customer care, retail sales and mobile phone handsets.

Smartphone Customer Satisfaction Index Rankings (1000pt scale)

Manufacturer Index Score Rank (out of 5)
Apple 791 5
LG 772 4
Samsung 759 3
Industry Avg 751 3
HTC 744 3
RIM (Blackberry) 739 3
Palm 736 3
Motorola 659 2

Traditional Mobile Phone Satisfaction Index Rankings

Manufacturer Index Score Rank (out of 5)
LG 733 5
Sony Ericsson 712 3
Industry Avg 707 3
Samsung 705 3
Motorola 697 2
Sanyo 693 2
Nokia 688 2
Kyocera 683 2