Consumer Satisfaction Highest Among Owners of Larger Smartphones, JD Power Survey Finds

Overall consumer satisfaction with smartphones equipped with displays five inches and larger is “typically higher” than that for smaller smartphones, J.D. Power said in a Thursday report. Moreover, the gap in satisfaction between owners with larger smartphones and those with the smaller devices among all brands is 40 points, up from 32 points in a similar study done six months ago, the research firm said. Its study, now in its ninth year, measures customer satisfaction based on performance, features, physical design and ease of use, it said. "Satisfaction is clearly higher among owners of larger smartphones, based on a number of reasons surrounding the physical display size and latest technology capabilities," the firm said. "It's important for the wireless providers that offer these devices to realize that spending on new service rises when subscribers upgrade smartphones. Also, when customers are more satisfied with their smartphone selection, OEMs and carriers can benefit through increased customer loyalty and repurchase intent."