Windows Phone tops in user satisfaction

Only a fraction of consumers are using Windows Phones, but those who have taken the plunge like what they got. Although they were the smallest group studied, a Customer Think survey found that Windows Phone users were the most satisfied.

Although Android users represented 75% of those who participated, Google's OS came in fourth in terms of customer satisfaction, behind Blackberry but ahead of Symbian. Windows Phone won the day, beating out even Apple's religious users.

While the study doesn't go into detail on how users felt about each platform's strengths and weaknesses, it cites lackluster support from developers as a possible reason for why Android fell so far behind.

The most important factor for users in determing how they felt about a platform was reliability, followed by usability. Surprisingly, price was second to last on the list of determining factors. Users cared least about their device's music player functionality, probably not so much because they don't care about it, but because it is such a basic and ubiquitouis feature.

In terms of actual devices, the Blackberry Style 9670 and the HTC Rhyme were tied for the device with the most satisfied users. The Droid 2 Global came in second to last in terms of satisfaction, but it still managed to top the apparently near universally hated Motorola Citrus.

It might not be taking the market by storm, but Microsoft's Windows Phone platform is certainly doing well with those users who have chosen to adopt it. Right now, Microsoft is the underdog, a position that it isn't used to being in. And although it still has plenty of time to grow and become a major player in the market, right now it's hard not to see some similarities with the position Apple found itself in in the past. It's just a little bit ironic to see Microsoft behind a small platform with such a fervently loyal userbase.

Image courtesy of Customer Think

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I read lots of owner reviews for different phones on different carriers and I reached the same conclusion as the survey: Windows phone owners really like the OS and generally like their phones. Even those who had come from ios and android. Windows Phone 7: Worth a Try. Convinced me and so far I'm happy with my windows phone. Try it. You'll Like It.

Love my Samsung Omnia 7, almost it's one-year anniversary! Got my girlfriend a cyan Nokia Lumia 800 for Christmas... yeah she's lucky, I want it!

I am pretty satisfied with my WP7. But not with the apps (even from microsoft) on the Zune marketplace. Zune needs better developers...

tanjiajun_34 said,
I am pretty satisfied with my WP7. But not with the apps (even from microsoft) on the Zune marketplace. Zune needs better developers...

I think a lot of the apps available are great. I've been testing out a few...

http://pastebin.com/bduWc6q2

As some one who lives in the middle east, I am waiting for it to be offically released here. Also, not to mention waiting for the phone to have arabic support.

When i called my provider about an issue i was having with my wp7 (the battery meter on my phone doesn't work properly, it will say its half full then die from complete drain about a minute later). The guy on the phone said its rare he gets any complaints or calls about wp7 its mostly android calls he gets lol

Colin McGregor said,
When i called my provider about an issue i was having with my wp7 (the battery meter on my phone doesn't work properly, it will say its half full then die from complete drain about a minute later). The guy on the phone said its rare he gets any complaints or calls about wp7 its mostly android calls he gets lol

It's part of the complexity of Android. It's a very easy platform to 'screw up' as a user. Very little about it 'just works', and many basic functions, when used, destroy battery life (Facebook). I adore my Android handset, but I've learned over the last two years what to do (and how to do it) with Android to make it work well. This, however, should not be a requirement for a consumer, and it's terrible business to say "well you just have to be smarter".

For everyone I've encouraged to get into the smartphone world, it's almost exclusively the Android users who make me feel the same irritation and dread I used to feel when I suffered that "on speeddial" misery we all go through as family members would buy their first computers and needed help. How to do this, how to do that, what does it mean when this happens, why isn't this working right, etc.

If one more Android user asks me what it means when it says "???@gmail.com or Phone" every time they want to create a contact, I'm going to scream.

Joshie said,

It's part of the complexity of Android. It's a very easy platform to 'screw up' as a user. Very little about it 'just works', and many basic functions, when used, destroy battery life (Facebook). I adore my Android handset, but I've learned over the last two years what to do (and how to do it) with Android to make it work well. This, however, should not be a requirement for a consumer, and it's terrible business to say "well you just have to be smarter".

For everyone I've encouraged to get into the smartphone world, it's almost exclusively the Android users who make me feel the same irritation and dread I used to feel when I suffered that "on speeddial" misery we all go through as family members would buy their first computers and needed help. How to do this, how to do that, what does it mean when this happens, why isn't this working right, etc.

If one more Android user asks me what it means when it says "???@gmail.com or Phone" every time they want to create a contact, I'm going to scream.

Yeah, and it just shouldn't be like that. I've had friends (Some of them weren't even advanced computer users) that got Windows Phones, and I had to go over virtually nothing. Within a few days they were even using advanced features ON THEIR OWN... That's how a phone should be. You should be able to pick it up and go...

M_Lyons10 said,
...

I can also reflect this anecdotal evidence with some of my own.

My friends grandmother went with the HTC HD7 a few months back after struggling to figure out how to make phone calls on both Android and iOS devices.

She really liked that the tiles were big and easy to see and by the time her return period was up with her carrier (30 days in my part of Canada), she had already converted four other seniors in her retirement community to buy the same phone.

This is casual user enjoying the device. Not a fanboy by any stretch, as some commenters above like believe.

M_Lyons10 said,

Yeah, and it just shouldn't be like that. I've had friends (Some of them weren't even advanced computer users) that got Windows Phones, and I had to go over virtually nothing. Within a few days they were even using advanced features ON THEIR OWN... That's how a phone should be. You should be able to pick it up and go...


It's a shame because Android has a LOT of things that other platforms simply don't. It's easy to overlook it because we all get used to it so quickly, but one of Android's greatest strengths is its many options for touch-based text input. WP7's software keyboard is nice, but it's your only choice. iOS's keyboard is also your only choice (alternative text input options exist, but last I checked, were clunky and required copying text, moving back to the app you were using, and pasting the text there).

Considering the great hurdle of mobile computing continues to be how we put information into the device, Android stands alone in its ability to rapidly adopt new technologies that could become future solutions. It pains me to know that this strength is also a frustrating barrier between the platform and the user.

It's possible that, much like Linux found itself most effective for servers and developers, Android will find itself best suited to a particular form factor other than smartphones--where refined simplicity (iOS, WP, insert future platform here) may be more welcome.

I've also amused myself with the possibility that Android could become the DOS of mobile computing, and another OS could be built on top of it (and ultimately replace it, much like Windows), capable of everything Android can do, as well as a whole new mobile computing paradigm.

Joshie said,

It's a shame because Android has a LOT of things that other platforms simply don't. It's easy to overlook it because we all get used to it so quickly, but one of Android's greatest strengths is its many options for touch-based text input. WP7's software keyboard is nice, but it's your only choice. iOS's keyboard is also your only choice (alternative text input options exist, but last I checked, were clunky and required copying text, moving back to the app you were using, and pasting the text there).

Considering the great hurdle of mobile computing continues to be how we put information into the device, Android stands alone in its ability to rapidly adopt new technologies that could become future solutions. It pains me to know that this strength is also a frustrating barrier between the platform and the user.

It's possible that, much like Linux found itself most effective for servers and developers, Android will find itself best suited to a particular form factor other than smartphones--where refined simplicity (iOS, WP, insert future platform here) may be more welcome.

I've also amused myself with the possibility that Android could become the DOS of mobile computing, and another OS could be built on top of it (and ultimately replace it, much like Windows), capable of everything Android can do, as well as a whole new mobile computing paradigm.

That's a very interesting thought. It definitely suffers from over complication. Perhaps some layer that simplified things for the user would be appropriate...

As an Android user WP7 fascinates me. iOS turns me off. I love my SGSII, but WP7 has an interesting and exotic feel to it. I hope to see it become a strong competitor by end of 2012.

The error margin is so large on these results with such a small difference that the only thing you can conclude with certainty from these results is that Symbian is disliked the most. You can not even decide the order of the other systems as the error factor placed on any other two will make it the same result.

Another big issue is that they did the study by brand with questions related to the phone as a whole, then inferred results by operating system. The results should be stated by phone, not operating system. If you look you will see the Blackberry and HTC Rythem got the highest results, in an amount that is statistically valid. This means both of these operating system can achieve the highest customer satisfaction. Averaging the phones on whole package questions does not reflect the software. That's why the gap was too small to have a statistical reflection.

Edited by Phalanger, Dec 20 2011, 3:19am :

I think windows phone is awesome in terms of design and productivity. However the fact that albeit all their advertisement market share is still below 10% is a little punishment for Microsoft for what they have done before and software companies they have put on their knees.
Nevertheless they will eventually going to gain market after app marketplace growth.

xpclient said,
Wonder how many of them got their free from giveaways.

You're right, quick search turned up some of the headlines:

"Microsoft giving all 89,000 workers Windows Phone 7 devices"

"Microsoft giving away Windows Phones to frustrated BlackBerry users"

"Microsoft to give free Windows Phone 7 models to Android owners with malware disabled phones"

I know I'll be happy if MS give me a phone.

---

xpclient said,
Wonder how many of them got their free from giveaways.

So, doesn't matter how people got the devices themselves as long as they are satisfied with them!!!

Loved all 3 of my WP7 devices. Each one was better than the last! (HTC HD7->HTC Trophy 7->Nokia Lumia 800)

I love my Lumia 800. Despite a few shortcomings, for a relatively new OS, WP 7.5 is great.

Former iPhone 3GS and Nokia N900 user.

Aletheia said,
I love my Windows Phone 7 (HTC Radar 4G). It really is great.

Same here, I love the HD7 I've got. Windows Phone might lack the customisation of Android or the huge range of apps the iPhone has, but it is unique and is getting the features and apps that people want and need.

neo158 said,

Same here, I love the HD7 I've got. Windows Phone might lack the customisation of Android or the huge range of apps the iPhone has, but it is unique and is getting the features and apps that people want and need.

The thing about WP7, is that I feel it DOESN'T need the huge range of apps or the customization features. The OS has a pretty solid feel to it as is.

Dot Matrix said,

The thing about WP7, is that I feel it DOESN'T need the huge range of apps or the customization features. The OS has a pretty solid feel to it as is.

+1
Agreed.

Dot Matrix said,

The thing about WP7, is that I feel it DOESN'T need the huge range of apps or the customization features. The OS has a pretty solid feel to it as is.

Yup!

WindowsSlave said,
Those numbers HAVE to be skewed. There's not enough WP7 users out there to get an accurate reading....

There's not enough troll in that statement...

WindowsSlave said,
Those numbers HAVE to be skewed. There's not enough WP7 users out there to get an accurate reading....

I don't know, that's pretty impressive being out of the Windows Phone owners they surveyed.

WindowsSlave said,
Those numbers HAVE to be skewed. There's not enough WP7 users out there to get an accurate reading....

The article clearly states that Android consisted of 75% of the total users surveyed and out of the 75% there was a high rate of dis-satisfaction.

Say it how you want to... But WP7 is actually a good OS. Im guessing your an Android/iOS user?

brent3000 said,

The article clearly states that Android consisted of 75% of the total users surveyed and out of the 75% there was a high rate of dis-satisfaction.

Say it how you want to... But WP7 is actually a good OS. Im guessing your an Android/iOS user?

I had a look at the survey on the Customer Think website and most of those 75% of Android users have the Thunderbolt. But you're right most of them were dis-satisfied.

WindowsSlave said,
Those numbers HAVE to be skewed. There's not enough WP7 users out there to get an accurate reading....

They ARE skewed....

by the fact that Windows Phone owners are primarily Windows Phone fans, not the general consumer. Therefore, of course the fans will love the phone and say that they are satisfied with it!

If Android owners were mostly only Android fans and not casual users, then Android would have the highest satisfaction too.

(Btw, I'm a Windows Phone fan, not someone trying to diss WP. This is simply the truth)

andrewbares said,

They ARE skewed....

by the fact that Windows Phone owners are primarily Windows Phone fans, not the general consumer. Therefore, of course the fans will love the phone and say that they are satisfied with it!

If Android owners were mostly only Android fans and not casual users, then Android would have the highest satisfaction too.

(Btw, I'm a Windows Phone fan, not someone trying to diss WP. This is simply the truth)

Irregardless, the fact remains that Android users are dis-satisfied. If Windows Phone 7 wasn't good, not even its fans would support it.

PlogCF said,

There's not enough troll in that statement...

ROFL! +1

andrewbares said,

They ARE skewed....

by the fact that Windows Phone owners are primarily Windows Phone fans, not the general consumer. Therefore, of course the fans will love the phone and say that they are satisfied with it!

If Android owners were mostly only Android fans and not casual users, then Android would have the highest satisfaction too.

(Btw, I'm a Windows Phone fan, not someone trying to diss WP. This is simply the truth)

I dunno. Honestly, out of all of the mobile OS users, I don't think any segment is as nuts as the Android users... You'd think they made it themselves and nurtured every last bug... Just look at how quickly they put their troll gloves on (For ease of speed typing) every time Windows Phone is shown in a positive light? It's sick...

neo158 said,
My thoughts exactly, nice to see Microsoft coming top in something for once.

IMHO I think it is also better than marketshare, why? because high satisfaction means the customer is locked into the Windows Phone platform for the long term and highly unlikely to switch to another platform. Selling to an already happy customer who has been convinced of Windows Phone merits is a whole lot easier than winning over a customer from a competing platform. If marketshare is to be made it will be at the expense of Android and RIM.

Mr Nom Nom's said,

IMHO I think it is also better than marketshare, why? because high satisfaction means the customer is locked into the Windows Phone platform for the long term and highly unlikely to switch to another platform. Selling to an already happy customer who has been convinced of Windows Phone merits is a whole lot easier than winning over a customer from a competing platform. If marketshare is to be made it will be at the expense of Android and RIM.

Exactly, those happy customers can help to drive the marketshare up by showing the phones they own to others in order to win over new customers.

neo158 said,

My thoughts exactly, nice to see Microsoft coming top in something for once.

Yeah, I've known no one that used my phone or got a Windows Phone themselves that didn't love it. It's a great OS.

Mr Nom Nom's said,

IMHO I think it is also better than marketshare, why? .... If marketshare is to be made it will be at the expense of Android and RIM.

Actually you mean to say Android or Apple because RIM has a higher satisfaction report than either of these two as well. In fact RIM are second in this survey.