J.D. Power ranks Sony Ericsson highest in Customer Satisfaction
Posted by Will on Friday, November 16th, 2007 at 4:22 pm under Research, Sony Ericsson, Announcements
With all their proprietary formats and hardware, we wouldn’t have thought that the Sony Ericsson experience would be at the top of the list. But, we would be wrong. J.D. Power has just named Sony Ericsson Mobile Communications as the US and Canadian leader in overall customer satisfaction in terms of handsets. The J.D. Power survey ranking is based on mobile phone features, battery life, physical design, operation and durability among U.S. consumers. It looks like Sony Ericsson’s commitment to the North American market has paid off.
In contrast, the company’s wireless retail experience was ranked “low and eroding” just last month. And, it turns out that Motorola and Samsung ranked above industry-average, while Nokia and LG ranked slightly lower than the average.
Kudos to Sony Ericsson for their “satisfying” handsets. We find it quite odd that LG and Nokia scored lower than average, but hey, it is what it is.
[Via: RCRnews]
November 16th, 2007 at 8:16 pm
I think that SE makes decent quality handsets, but their devices’ features tend to be duplicated in many of the same phones. I have owned a few Sony Ericssons, and I can say that they are most certainly quality handsets. The way they have segmented their product line-ups though will make it difficult for them to make a dent in Nokia’s market share. J.D. ratings mean nothing to people who want a phone packed with features to the brim.
November 17th, 2007 at 1:26 am
of course you’re going to bash a graph that doesn’t put your brand as number one, but you will most likely cheer it if it was on top. i think nokia has to learn a lot from this, there are many things SE handsets do that even i would like to see on some Nokia’s.
build quality on SE’s is also top notch, at least with the few models i’ve owned.
November 17th, 2007 at 12:33 pm
I would think convenience and overall compatibility would take precedence in the customer experience - something proprietary formats and hardware aren’t conducive towards. But then again, the survey participants aren’t likely to be as tech-demanding as I would prefer.
Build quality is good - not necessarily top notch (at least in the few Walkman phones I’ve had). And, in that sense, it makes sense that SE is doing well in customer satisfaction. More and more, the people that I talk to just want a phone that works and will hold up to the test of time and daily abuse.
Samsung as #1? That would make more sense….
November 30th, 2007 at 3:58 am
[…] J.D. Power ranks Sony Ericsson highest in Customer Satisfaction […]