Short update on the experience of smartphone customers


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Some long time readers of our blog will remember extensive posts dedicated to market intelligence of customer experience with smartphones. Smartphone customers are one the most active social communities. That means they often share their rich and plentiful factual experiences with phones they buy, for the benefit of consumers at large. We, at Amplified Analytics, are very grateful to this and other active communities both as consumers and as opinion mining technologists. Their content contributions enabled us to train and optimize our software over the years. As our technology became more mature and stable, we shifted the subjects of our posts from what kind of social marketing intelligence can be mined to how such intelligence can be leveraged to achieve better business results. However, some of our readers keep asking for updates about the smartphone market changes, and this post is a very brief snapshot of flagship models experience only.

For this update we have mined reviews published by 12,062 customers and measured 40,249 distinct opinions about a variety of specific attributes of their experience. Reliability is the most “important” attribute of customer experience for smartphone users.

Smartphone CX-Reliability

According to these customers, Samsung Galaxy S5 is 20% more reliable than the average phone of this group. Nokia Lumia 1020 is the least reliable of this group. These numbers are the aggregate measurements from the time these phones became available to consumers.

Overall Usability is the second most important attribute of CX for these smartphone customers. Apple iPhone 5S is at the top of the “class”.

Smartphone CX Usability

Since I promised to keep it short, I will stop with the details here and offer a combined picture in the screen shot below.

Smartphone flagship MI update

Click  here to request access to this interactive dashboard, including insights into customer experience with these phones. If you are a consumer, interested in other models, please follow this link to the CX backed recommendation site. If you are a marketer, interested in customer experience market intelligence related to your products or brands, please request info about custom reports and pricing.

Republished with author's permission from original post.

Gregory Yankelovich
Gregory Yankelovich is a Technologist who is agnostic to technology, but "religious" about Customer Experience and ROI. He has solid experience delivering high ROI projects with a focus on both Profitability AND Customer Experience improvements, as one without another does not support long-term business growth. Gregory currently serves as co-founder of, the software (SaaS) used by traditional retailers and CPG brand builders to create Customer Experiences that raise traffic in stores and boost sales per customer visit.


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