In the U.S., the largest handset manufacturer is Motorola, followed by Nokia, but according to a study published today, Sony Ericsson phones satisfy customers most often.
The study, conducted by J.D. Power & Associates, ranked customer satisfaction among people who have owned their current mobile phone for less than two years. It measured customer satisfaction based on five key factors: physical design, operation, features, handset durability and battery function.
Sony Ericsson received the highest ratings from customers in “handset durability,” and also performed well in “features” and “battery functionality.”
Following Sony Ericsson were LG, Sanyo and Motorola. Nokia was not on the list.
Sony Ericsson has recorded the most improvement of any brand included in the past three study reporting periods starting in 2005, according to Kirk Parsons, senior director of wireless services at J.D. Power.
These findings are a little counterintuitive given the popularity of the Motorola devices, especially the Razr, and most recently the Krzr (which wouldn’t likely be included in this survey yet). It seems that if Motorola is last on this list, consumers are unsatisfied with the Razr, which is a conclusion I have come to before in this blog. The Razr is more style than substance.