Analyst Gregory Yankelovich at Amplified Analytics has found smartphones are not just about hardware but about experience. While the media is constantly comparing the iPhone 5 to the Samsung Galaxy S III or rating by features -customer satisfaction culled from online reviews and specific attributes of experiences show a completely different story. Owners are the most happy with HTC Windows Phones, top HTC Android smartphones and the Samsung Galaxy Note.
"Windows Phone does so well because customers can connect simply and clearly in a way that is easily understood by most users," said Yankelovich. He also said Windows Phone users especially liked Nokia Maps. Amplified Analytics' rates smartphones by reputation.
In the third quarter 2012 rankings of customer experiences, the top ten smartphones were dominated by HTC and Windows Phones. The top ten product reputation smartphones according to Amplified Analytics were:
- HTC Radar (1.78)
- HTC Titan II (1.69)
- HTC Amaze 4G (1.56)
- HTC One S (1.56)
- HTC Arrive Windows Phone (1.54)
- Samsung Galaxy Note (1.47)
- Apple iPhone 5 (1.47)
- Nokia Lumia 900 (1.46)
- HTC Titan (1.45)
- Samsung Infuse (1.43)
The iPhone 4S came in 11th place, while the uber popular Samsung Galaxy S III came in 15th with a score of 1.36, followed by the HTC One X at 1.36. The Droid RAZR Maxx with 1150 user reviews and rating is 1.23.
The manufacturer that got the most attention on the third quarter of 2012 was Samsung with 39%.
The best average customer satisfaction was achieved by HTC with a rating of 1.47, followed by Apple (1.45) and Nokia (1.35). HTC being the most popular make sense because HTC Sense is very user friendly and HTC has made a great effort to support their customers, even going as far unlocking bootloaders.
It appears that user reviews do not follow exactly media reviews because users mostly likely use the phones over a long period of time.
We were not surprised to see the Samsung Galaxy Note came in 5th because as we noted in reviews and in demonstrations that we could actually write an entire article on the Samsung Galaxy Note sitting in the sand at the beach. HTC's HTC Sense appears to working on its Android smartphones such as the HTC Amaze and One S.
With all its smartphone smoke-outs, Ben Rudolf at Windows Phone should be rejoicing because Windows Phone dominates the top ten smartphones. The Nokia Lumia 900 "Smartphone Beta Test is Over" seems to have convinced buyers that it is worthwhile.
Yankelovich also noted that customers have much higher expectations for companies like Apple, if they have lower expectations, they have a better user experience.
We now ask our readers what makes you most satisfied with your smartphone? Please post your satisfaction in the comments below.