BOSTON-Mobile handsets from Samsung Corp. and LG Electronics lead in customer satisfaction in the U.S. market, according to new research from Strategy Analytics Inc.
The survey showed advanced feature-rich devices, including those with clamshell or slider designs, color screens and cameras, have raised mobile user expectations and led to increasing discontent with older handset models. According to Strategy Analytics, the survey, which tested 1,000 cell phone users in the United States, showed a 50-percent decline in users “very satisfied” with their mobile devices compared with results from a similar 2001 survey. The analyst group said it believes the fact that overall satisfaction is down bodes well for potential future replacement sales.
“Samsung, LG and Kyocera have done an exceptional job improving handset feature values, while Nokia and Motorola have not fared as well,” said analyst Eddie Tapiero. “This is a wake-up call for all vendors, as consumers become ever more demanding of features and styles and less bound by traditional brand relationships.”
