Claes Fornell International is a famous customer satisfaction measurement company – these boys live off their ability to measure customer satisfaction for companies who are – um – unsure of their user’s satisfaction. In order to demonstrate their ability, they performed a smartphone survey…and came to some interesting results.
First of all, Symbian and Windows Mobile devices seem to have an image problem – the boys classed them together as “Other”. This also manifested itself in terms of overall customer satisfaction, which looks like this:
Their next step involved analyzing the motives behind smartphone purchases:
Finally, a chart was drawn asking customers of smartphones which phone would be their “ideal match”:
A PDF containing loads of extra data can currently be obtained at the URL below:
http://www.cfigroup.com/resources/whitepapers_register.asp?wp=41
Related posts: