Mobile user experience In a survey of nearly 900 IT service professionals, IT field service company OnForce found that device manufacturer was more highly correlated with user satisfaction than cellular carrier.

In a press release announcing the results of the survey, OnForce said that while about two-thirds of both AT&T and Verizon customers reported being “very satisfied” with their mobile experience as a whole, satisfaction with the wireless service itself varied greatly. Among Verizon customers, 58 percent were “very satisfied” with the service compared to only 35 percent of AT&T customers.

The release writers attributed the discrepancy to an overwhelming preference for the iPhone over devices running Android. Respondents were more satisfied with their iPhones in 10 out of 11 categories on the survey, with Android phones coming out on top only in the maps and directions question.

AT&T customers’ high satisfaction, then, arose from the fact that many of them used iPhones – 67 percent of them, in fact. The iPhone was originally exclusive to AT&T; only in recent years has it become available on Verizon, Sprint and other smaller carriers.

“Apple’s strength in the mobile market for the IT service community is clearly driven by the experience the iPhone delivers,” said Peter Cannone, CEO of OnForce, in the press release. “Since AT&T no longer has iPhone exclusivity, the carrier risks losing market share.”

In all, about 35 percent of the IT professionals surveyed used iPhones. While that doesn’t amount to a majority for the iOS operating system, it’s the highest percentage of any single device manufacturer. Samsung came in second with 20 percent.

Because this was a survey of IT technicians, presumably in OnForce’s own network, it’s not representative of the consumer population as a whole. According to IDC, Samsung shipped nearly twice the number of smartphones as Apple in the second quarter of 2012.


Tags: apple vs android, AT&T customer satisfaction, CEO of OnForce, ios vs android, iPhone exclusive to AT&T, iPhone exclusivity, iphone vs android, IT professionals iphones, mobile experience, more satisfied with iPhones

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