Smartphone highest in U.S. user satisfaction is ... Motorola Atrix HD?

If you look at pure sales of smartphones, you might think that Apple's iPhone 5 or maybe the Samsung Galaxy S III would also rank the highest in user statisfaction. However, a new study claims that is not the case. In fact, the smartphone that has the highest ranking in user satisfaction is a product that's decidedly on the budget side.

The survey was conducted by OnDevice Research, which polled over 92,000 U.S. mobile users over a seven month period, between July 2012 and January 2013. The results show that owners of the Motorola Atrix HD, an Android-based smartphone that was released in July 2012 via AT&T, got the highest user satisfaction rating, with 8.57 out of 10; AT&T is currently selling the smartphone for $49 with a two year contract.

The iPhone 5 came in fifth in user satisfaction with a rating of 8.23 out of 10. The Samsung Galaxy S III didn't even make the top five but the larger Galaxy Note II was ranked at number four on the survey with a rating of 8.26.

The same firm conducted a similar survey in the U.K. and the results were very different, with the HTC One X ranked in the top position, with the iPhone 5 in second place. Three Samsung devices, the Galaxy Note II, the Galaxy S III Mini and the Galaxy S III, are ranked at three, four and five on the list, respectively.

HTC One X
HTC One X

Source: OnDevice Research | Image via OnDevice Research

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33 Comments

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5th on a list of the top 5 is heardly the bottom. That is like saying if you graduate 5th in your class you must have the lowest scores in the school.

Funny thing is that I heard a radio DJ state this incorrectly as well.

I don't think we should read too much into this. I mean this is the country that totally missed GSM FFS. The USA has always been a decade behind Europe and Asia in using mobile phones. Basically, the carriers got the business model (paying for incoming calls) totally wrong from Day 1. The entire telecoms industry deserted the USA and today there is not a single major USA-owned telecoms player. Ptoof!

Enron said,
Sample size of Atrix users in survey?

don't you love statistics? I remember when Microsoft recently had a problem with app reviews in the app store because it didn't weigh in the actual number of reviews. An app with 5 stars from only one review was therefore ranked higher than an app with thousands of reviews and 4 stars. Maybe they've done this, but it should certainly state it somewhere. E.g. Amazon lists the number of reviews per rating (number of stars). Only then can you take a survey seriously.

rfirth said,
User satisfaction charts.

Yeah, which ones? I'm not trying to accuse of lying here, but this is a cited research study. Where's the proof that these guys are wrong?

Majesticmerc said,

Yeah, which ones? I'm not trying to accuse of lying here, but this is a cited research study. Where's the proof that these guys are wrong?

Well there's no mention at all of WP devices in this one, so it's hard to say if they even looked at them or if they didn't score high enough to be mentioned.

Enron said,

Well there's no mention at all of WP devices in this one, so it's hard to say if they even looked at them or if they didn't score high enough to be mentioned.

According to the survey, Windows Phone didn't make the top five. Overall among manufacturers (slide five in the results), Nokia ranked fifth after Apple, Google, Motorola and HTC, although again the survey fails to mention specific OS's, so this could include a mix of WP, Symbian and Meego devices.

Interestingly RIM and Samsung, came out very poorly overall in the survey. For Samsung specifically, this sort of indicates that they seem to focus on a few core high-quality devices, and then peddle mainly crap.

erikpienk said,
maybe wasnt considered cause normally WP tops the charts

Yea, doubt it. Most likely they have such a small marketshare they were not even considered.

WP is known to have the highest customer satisfaction I am really suspicious of this article that a wp device is not there or even the iphone 4s for that matter

ATT 94% Lumia 920 red customer satisfaction while the moto atrix HD was at 44%. Droid razr m has a 77% customer satisfaction on Verizon windows phone 8x has a 85% customer satisfaction rating. That is just sampling a couple us carriers with a couple of phones so I would say this article smells of bull.

korupt_one said,
this article smells of bull.

Considering they're citing highest overall, I assume this spans carriers where support will vary.
I assume some variant of the Atrix exists on all networks.
Carrier exclusives is what is really hurting Windows Phone at the moment. While it's nice to say Only on network xyz, truth be told, customers will choose the best network for them. They should be able to do the same for devices.

Enron said,

Well there's no mention at all of WP devices in this one, so it's hard to say if they even looked at them or if they didn't score high enough to be mentioned.

Thgis survey was based on specific models, not a specific platform. I know you all can read.

That is funny. I have always thought the Atrix line seemed like a step child that wasn't fully supported. I had the original one and between the AT&T restrictions on the device and the fact that the 2.3.3 “update” was never release, I was highly frustrated.

I put “update” in quotes, because 2.3.3 was released several weeks BEFORE the Atrix, yet in the entire life of the device it never got that update, or the 4.0 Ice Cream Sandwich which came out about 9 months later.

Never used the original, but checking now the section of it on xda developers I see that people running even 4.2 now on it (with CM 10.1).

sphbecker said,
Not supported. I am not really interested in jail breaking a device just to install updates.

The point is that you should not have to do it but.... between carriers and OEMs either you do it or, in 95% of the cases, you end up with a device not up to date.

sphbecker said,
Not supported. I am not really interested in jail breaking a device just to install updates.

Its not called jailbreaking, its called rooting and if you were so "highly frustrated" then why wouldn't you? Its not like it costs anything

sphbecker said,
Not supported. I am not really interested in jail breaking a device just to install updates.
Its not jailbreaking...its rooting and they are not the same thing...by a longshot.

Jailbreaking is for iPhone to make it do things it could do but are locked down by Apple, that Android phone do natively.

Rooting is a way to unlock the phone so that you can install custom roms that enhance existing features, or gives you access to updates that will work on the device, but the carrier doesnt make it avail becaus ethey rather you sign your life to a newer device even tho your old one is perfect.

You know, much like why cars seem to break down more often when it iss out of warranty or you close ot making that last payment.

Sonne said,

Its not called jailbreaking, its called rooting and if you were so "highly frustrated" then why wouldn't you? Its not like it costs anything

The term doesn't matter, jailbreak is the more generic term that has been in use long before iOS or Andriod. Rooting is a more specific term that means gaining root access to a phone, which then allows you to do things like install a custom rom.

Either way, not something an end user should have to do to get updates. In my case, I was speaking as a business, we do not allow rooted or jailbroken phones on our network, if you do, you lose access to company information. Say what you want, but the fact remains that Andriod devices seem to have support dropped the day they are released, and that is why we now by hundreds of iOS phones a year.

As a owner of Atrix 2, I'm not surprised. Was cheap to buy and it's powerful enough for anything you put on it.

Motorola huh....didnt expect that. Also, apparently not many users are concerned with getting the latest OS as well. 92k people survey was also a lot better than previous surveys when only 1k people were surveyed.