Low battery life causes most dissatisfaction among mobile users

Wednesday 17 April 2013 | 12:19 CET | Background

Nine out of ten Dutch mobile phone users are satisfied with their handset, according to the latest survey by the Telecompaper Consumer Panel. Low battery life is the cause of the most dissatisfaction among mobile users. The survey asked mobile phone users (both smartphones and feature phones) about their level of satisfaction with 14 aspects of their phones. The level of satisfaction was also measured over six major phone brands. This found that iPhone users are the most satisfied, while BlackBerry receives lower-than-average marks from its users.

Smartphone users are in general satisfied with their mobile device. On the general experience with the device, 92 percent said they were (very) satisfied, while ease of use (88%) and weight (87%) also scored high levels of satisfaction. A healthy majority were also satisfied with the other aspects of their phones. The only exception was battery life, as just 54 percent said they were satisfied with the stand-by time of their phone, and almost one in five said they were dissatisfied with this aspect. These are the most important findings from a survey by the Telecompaper Consumer Panel in February 2013. 

Table 1: Satisfaction with phone features (%) (TPCP February 2013)

Smartphone users more often very satisfied

Smartphone users are more often very satisfied with the general experience of their device than users of feature phones, at 33 percent versus 19 percent. Feature phone users gave a dissatisfied response more often, at 2 percent versus 1 percent for smartphone users. 

Postpaid users are also more often very satisfied with the general experience of their device (31%) than mobile users on prepaid (23%). At the same time, there were a higher proportion of 'satisfied' responses among prepaid users (69%) than postpaid customers (61% ). 
Figure 1: General satisfaction, per type of phone and connection (Source: TPCP February 2013, n=1701)

iPhone users most satisfied

Consumers with an iPhone (Apple) were more satisfied with 11 of the 14 features of their phone than users of other mobile phone brands; only stand-by time, weight and 3G access were rated lower by iPhone users, as figures 2 and 3 show. HTC users gave higher marks for the phone's appearance; 90 percent are satisfied with the appearance of their HTC device, versus an average 84 percent for all brands. Nokia users are more often satisfied with the phone's battery life, with 61 percent satisfied with the stand-by time versus 54 percent on the total market. HTC users gave the lowest marks for battery life, with only 44 percent satisfied. Users of BlackBerry and Nokia phones were less satisfied with more than half the features surveyed. 

Figure 2: Percentage (very) satisfied per feature and brand (Source: TPCP February 2013, n=1068)

Figure 3: Percentage (very) satisfied per feature and brand (Source: TPCP February 2013, n=1068)

BlackBerry users most often dissatisfied

BlackBerry users are more often dissatisfied with their phones than users of other phone brands. In six out of the 14 features, BlackBerry received more dissatisfied responses than other brands; these were general experience, format, weight, Wi-Fi reception, GPS and camera. Among Nokia users, one in ten were dissatisfied with the operating system, versus 4 percent for the total market. However Nokia again scored better in terms of stand-by time, with fewer dissatisfied responses than the total market (14% vs. 18%). iPhones received fewer dissatisfied responses on five of the 14 phone aspects: ease of use, touchscreen, screen quality, GPS and camera. 

Table 2: Percentage (very) dissatisfied per feature and brand (Source: TPCP February 2013, n=851). 

Satisfaction stable

Consumer panel participants were asked the same question over satisfaction with various phone features during three months in 2012 (February, March, April). Comparing those responses with the latest results, we see no increase or decrease in the level of satisfaction with any of the phone features.  

More information

Telecompaper recently published similar research over tablet users' satisfaction. In addition, Telecompaper publishes the semi-annual Dutch Smartphone User report on smartphone users in the Netherlands. 

This research is based on the Telecompaper Consumer Panel. The survey was conducted in February, March, April 2012 (n=2,348) and February 2013 (n=1,372). Panel members are aged 12 to 80 years old. Results are stratified according to age, gender and education. For more information on the panel and its research opportunities, contact Tine Niezink (tine@telecompaper.com).

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