According to the J.D. Power 2016 U.S. Wireless Smartphone Satisfaction Study—Volume 1, states that advanced technology that improves smartphone usability, such as wireless charging and fingerprint scanners, enables wireless subscribers to be more actively engaged with their device and helps increase their satisfaction.
The 2016 U.S. Wireless Smartphone Satisfaction Study—Volume 1 was carried out between September 2015 and February 2016 is based on experiences evaluated by 11,693 smartphone customers who have owned their current smartphone device less than one year and who are customers of one of the four Tier 1 carriers.
Offering smartphone features and functionality that help customers incorporate their devices into their daily routines is critical for increasing satisfaction with the user experience. Wireless charging and fingerprint scanners are among those advanced technologies that improve ease of operation, which, in turn, leads to higher customer satisfaction with their device.
Wireless charging is more convenient than wired charging, decreasing the perception of device downtime and enabling customers to use phones for longer periods and more frequently. Wireless charging is also associated with high overall satisfaction as the customers who own phones with wireless charging spend more on apps, compared to those who own phones without wireless charging.
“Batteries are the life force of a mobile device, and advanced technology that can improve overall usability such as wireless charging can have a significantly positive impact on the overall user experience,” said Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. “When launching a new smartphone model, carriers should be mindful of how they position new device features such as wireless charging and fingerprint scanning. This can influence model selection and a customer’s experience with the device. When customers are satisfied with the selection of their smartphone model, the device manufacturer and carrier can benefit through customer loyalty and repurchase intent.”
Among the 62% of customers who own phones with fingerprint scanners, satisfaction is relatively high largely because this feature simplifies the process of securely accessing phones, which enables customers to log on to their phones more easily and frequently. Overall satisfaction for phones with fingerprint scanners is 42 points higher than for phones without this feature.
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