User survey: Touch screens drive higher customer satisfaction

Overall satisfaction among smartphone and traditional handset owners whose phones are equipped with touch screens is considerably higher than satisfaction of owners of phones that have other input mechanisms, according to the J.D. Power’s recent survey.

Among smartphone owners whose device has a touch screen, satisfaction averages 771 on a 1,000-point scale, nearly 40 index points higher than among those whose smartphone uses other input methods, such as a text keyboard.

Apple ranks highest in customer satisfaction among manufacturers of smartphones with a score of 810, and performs particularly well in ease of operation, operating system, features and physical design. RIM BlackBerry (741) follows Apple in the rankings.

Global Positioning System (GPS) capabilities are a desired feature among both traditional mobile phone and smartphone users. More than one-third (35%) of traditional mobile phone owners say they want GPS features on their next handset purchase, while 15 percent of smartphone owners say they want GPS.

Mobile applications continue to enhance the smartphone user experience. Sixty percent say they download third-party games for entertainment, while 46 percent say they download travel software, such as maps and weather applications. Thirty-one percent say they download utility applications, while 26 percent say they download business-specific programs, indicating that smartphone owners are continuing to integrate their device usage into both their business and personal lives.

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