A new study from J.D. Power shows Apple ranks number one in device satisfaction among customers of most U.S. wireless carriers, but not all.
The Wireless Smartphone Satisfaction Study measured customer satisfaction based on performance, ease of operation, battery, physical design and features, and gave a score on a 1,000-point scale.
T-Mobile customers were the most enthusiastic about their Apple devices, giving them an overall score of 845 out of 1,000. Sprint and Verizon customers were also most satisfied with Apple devices, giving the brand scores of 843 and 830, respectively.
There was a different favorite, however, at AT&T. Customers of Big Blue ranked Samsung devices the highest, with a score of 849.
Regardless of brand, smartphone satisfaction was highest among Sprint customers with a score of 834, followed by AT&T with 833 and T-Mobile with 825. Verizon brought up the rear with a score of 823.
The study found two major features that influenced consumer satisfaction with their smartphone: wireless charging and fingerprint scanners.
“When launching a new smartphone model, carriers should be mindful of how they position new device features such as wireless charging and fingerprint scanning,” said J.D. Power senior director and technology, media & telecom practice leader Kirk Parsons. “This can influence model selection and a customer’s experience with the device. When customers are satisfied with the selection of their smartphone model, the device manufacturer and carrier can benefit through customer loyalty and repurchase intent.”
According to the study, consumers rated devices with wireless charging 28 points higher than those without the feature. The study also found those who own a phone with wireless charging spend more on apps and more on their monthly service than users on a device without the feature. The average monthly service payment for those with a wireless charging device was $137, $16 more than the $121 spent each month by those without wireless charging.
Additionally, overall satisfaction was higher for devices with fingerprint scanners, which scored 42 points higher than phones without the feature.
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