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Apple’s slip in customer satisfaction is Motorola’s gain
Apple’s iPhone reigns supreme among loyalists, but Libertyville-based Motorola Mobility is winning bigger plaudits for its phones than a year ago, a study being released Tuesday reveals.
Apple stays on top for the second year with a customer satisfaction score of 81 out of 100, even though it slipped from a score of 83 in 2012, according to the American Customer Satisfaction Index.
Yet the gap between Apple and its competitors slipped as rivals made their phones, both smartphones and lower-cost feature phones, more appealing, says David VanAmburg, managing director of the American Customer Satisfaction Index.
Motorola Mobility’s satisfaction score jumped 5 percentage points, to 77, for a No. 2 standing, compared with a score of 73, or third place, in 2012. Last year, Motorola tied with “all others,” the report shows.
The troubled RIM Blackberry ranked at the bottom with a 69 rating.
Samsung racks up the biggest gain in customer satisfaction, with a 7 percentage point jump to 76, which VanAmburg credits to its popular Galaxy SIII model.
The overall satisfaction score for phone manufacturers, at 76, matched a 10-year high.
Meanwhile, Motorola Mobility, the cellphone spinoff of the old Motorola that Google bought for $12.5 billion in May 2012, continues to stay mum on growing rumors it will introduce an “X Phone” that could let users customize the hardware.
Media reports say the X Phone could sport a waterproof design, high-end processor and battery, and a 4.8-inch high-definition display made of sapphire glass.
A spokeswoman for Motorola Mobility, which is set to move to Chicago’s Merchandise Mart early next year, says, “We’ve been working tirelessly to address feedback and suggestions from users, including better battery life and timely software upgrades.”
“Motorola Mobility has introduced smartphones with longer-lasting battery power such as the 32-hour Droid Razr Maxx HD, and Android software such as Google Now that lets people plan their day by seeing pop-ups of weather, travel and other such information,” she says.
Photo by David Lang