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Survey: Windows Phone No. 1 in User Satisfaction

In a survey of online smartphone user reviews, Microsoft's Windows Phone platform ranked first in customer satisfaction, despite being the least-reviewed.

The survey was conducted by market research firm Amplified Analytics. Out of a sample of 82,620 online customer reviews of smartphones published last year, the company focused on the 42 smartphones that were reviewed at least 100 times.

Smartphones based on Google's open source Android platform were the most reviewed by far, representing 75 percent of all eligible smartphone reviews. Apple's iOS platform was second with 17 percent of reviews. Rounding out the top five OSes were the BlackBerry OS (5 percent), Symbian (2 percent) and Windows Phone (1 percent).

The report attributed the preponderance of reviews for Android phones to "the availability of a large number of models from multiple brands."

Analytics1
Source: Amplified Analytics

However, despite having the fewest reviews, Windows Phone rated the highest in user satisfaction. In a scale of 0 to 2, where 0 means "unacceptable" user experience, 1 means "satisfactory" and 2 means "delighted," Windows Phone scored 1.31 among reviewers. It was followed by BlackBerry (1.28), iOS (1.26), Android (1.18) and Symbian (1.01).

"[T]he Android OS enthusiasm did not translate into customer satisfaction lead as Windows phone customers' expectations were exceeded by their experience with a wider margin," according to the report. "One of the possible reasons is the relatively weaker support of Android by the developer's [sic] community that translates into the availability of applications."

Analytics2
Source: Amplified Analytics

However, the highest-ranked smartphone device was not a Windows Phone -- it was the BlackBerry Style 9670, which scored a 1.60 customer-satisfaction rating. Trailing closely was the Android-based HTC Rhyme (1.59). The two lowest-ranked phones were the Motorola Citrus (0.72) and Droid 2 Global (0.82), both Android-based.

According to the report, reviewers were most concerned with smartphones' reliability, usability and battery life. Factors such as style, price and music player quality were the least important.

The survey's findings can be found here.

About the Author

Gladys Rama is the site editor for RCPmag.com.

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Reader Comments

Wed, Nov 21, 2012 Custom Facebook App http://www.cygnismedia.com/social-media-application/custom-facebook-application.html

I dunno. Honestly, out of all of the mobile OS users, I don't think any segment is as nuts as the Android users... You'd think they made it themselves and nurtured every last bug... Just look at how quickly they put their troll gloves on (For ease of speed typing) every time Windows Phone is shown in a positive light? It's sick...

Fri, Jan 6, 2012 Nick Clark Springfield, IL

I love my Windows Phone...simple and easy to use. I don't use a lot of social media as telephone, email, sms are my only real needs, which my Focus shines on. All said, Apple is said to be putting Siri on top of their priority list in driving the iOS further ahead and everyone else should take notice. Now, whichever phone OS can dictate/understand slang, southern, or "hick" language will come out the winner in that battle. I know I'm challenged sometimes by this on my Windows voice activated phone :-)

Thu, Jan 5, 2012 Gregory San Francisco Bay

Gladys, Thank you for quoting our research, however I would like to point out that surveys were not used to arrive to the results. We use proprietary Opinion Mining algorithms to produce them. The algorithms "discover" attributes of customer experience based on the words customers are using in describing it, and "weigh" them in their importance based on frequency with which they have used them.

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