2010 Smartphone Survey

Apple tops customer satisfaction; Motorola, HTC No. 2; RIM hits bottom


According to the smartphone customer satisfaction rankings, Apple remains top dog, but Motorola and HTC are nearly tied for the No. 2 spot. In other words, HTC and Motorola—two of the flagship Android brands—are improving. Here’s the scorecard:

A few items worth noting:

• Motorola and HTC are equals in customer satisfaction, which may reflect more on Android commoditizing hardware.
• Research in Motion is in trouble and at the bottom of the JD Power rankings.
• Palm is in the middle of the pack and that may mean HP could get a smartphone foothold.
• Samsung also rated near the bottom. That ranking is a bit surprising given the good reception for the Galaxy franchise.
• J.D. Power said the ability to use social media on smartphones was a key factor in customer satisfaction. Smartphone users that used Twitter, LinkedIn and Facebook on their phones had satisfaction averages 22 points higher than folks that didn’t use their devices socially.