Sony-ericsson Tops User Satisfaction Survey

The overall satisfaction score of mobile handset users in India has declined for the first time in three years, according to a study from IDC. The study points out that even the brand with the maximum proportion of 'satisfied' users, Sony-Ericsson, has seen a drop. Motorola emerged No. 2 on overall satisfaction score, displacing Nokia to the third place. Motorola was rated as the 'most improved' brand, with significant increase in satisfaction scores for the brand.
Barring the top three vendors (Sony Ericsson, Motorola and Nokia) all other brands fared below the industry average. At an overall level users feel that mobile phones have become easier to use, have better voice clarity and longer battery life and thus the satisfaction on these three parameters has increased as compared to the 2006 and 2005 scores. However, internal memory and entertainment features are the two parameters on which satisfaction has come down significantly.
"The mobile handsets with higher memory and good entertainment features are still priced quite high. The entry-level phones are relatively poor on these parameters contributing to decline in satisfaction scores", said Kapil Dev Singh, Country Manager, IDC India.
Since higher memory and good entertainment features are the key drivers for upgrading to a new handset, the handset makers need to review the premium charged for the higher end mobiles, he added.