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With Black Friday and Cyber Monday behind us this year, it is the time to assess how customers felt about their smart phones experiences.
This analysis will be updated first week of January for complete 2010 roundup.
1.4 The chart on the left shows that Average Customer Satisfaction
1.2 (diamond sign) of Blackberry OS users is higher than any other
1 OS’s and is above customers’ expectations. Horizontal black line
0.8 inside grey boxes is a Median value of Customer Satisfaction index
0.6 that shows Android, Apple and Blackberry smart phones in a dead
0.4 heat.
0.2
The size of grey boxes represents distribution of opinions. Apple
0
Android Apple OS Blackberry Palm OS Win Mobile
OS is a clear leader in terms of consistency of their user
OS experience; however it is worth of a note that only 2 Apple models
have been measured for this study compared to 16 Android and
18 Blackberry phones. Win Mobile is a laggard, closely followed
by Palm OS with average CSI score that indicates customer disappointment. Most reviews analyzed for this study are expressing opinions
that precede Win 7 version of the Mobile OS and it would be interesting to see whether the new version will meet better the customer
expectations. At this time we could not yet aggregate statistically representative number of Maemo customer reviews to produce meaningful
metrics.
1.8
The chart on the right illustrates customer satisfaction with smart
1.6
phone brands. Here we can see that Samsung significantly
outperforms the other brands. Blackberry is the only other brand 1.4
0
Apple Blackberry HTC LG Motorola Palm/HP Samsung
0.20
0.00
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all of these smart phones satisfy or delight their customers with Battery Life, except HTC Droid Incredible that came short of their
customers’ expectations – “terribly short battery life”;
Motorola Droid X got negative score for Camera & Video experience because some of their customers had expectations of the front
end camera functionality that did not
2.00 materialized;
1.80
All these phones delighted their
customers with their Usability, Games
1.60 Experience, Screen Quality and Touch
Screen experience;
1.40
Samsung Captivate, Blackberry
1.20 Torch and HTC Droid Incredible
disappointed their customers who report
1.00 Samsung Captivate Score
frequent Freeze problems;
BlackBerry Torch Score
0.80 It appears that the customers
iPhone 4 Score desire slimmer headset design without
0.60 Motorola Droid X Score sacrificing the screen size. Only Motorola
HTC Droid Incredible Score Droid X avoided “bulky” characterization
0.40
by their customers;
0.20 Apple and HTC customers
expressed disappointments with
0.00
Reception Quality of their calls;
Samsung delighted their
customers most with Price/Value of
their purchase.
Analysis Methodology: For this study we aggregated consumer-generated reviews published through December 5, 2010 on multiple
popular public sites. This data was analyzed with our proprietary Opinion Miner® software. The complete data set of competitive
products, services and brands selected by Amplified Analytics’ customers is collected, monitored for updates, processed and analyzed
through a paid arrangement. Source Data and attributes analysis for each model is available by request at info@amplifiedanalytics.com