Latest Changewave survey confirms Windows Phone 7 has higher customer satisfaction rates than Android

July 18, 2011 | By Surur

The result for the latest Changewave survey from June 2011 confirmed all the other reports we have collected about high customer satisfaction rates amongst Windows Phone 7 users.

The survey shows 57% of Windows Phone 7 users in USA are “very satisfied” with devices running the OS, compared to 50% on Android. This number is 4 times larger than the 14% “very satisfied” rate of Windows Mobile.

They note however:

Even so, the higher Windows Phone 7 rating has yet to produce a sustained momentum boost for Microsoft in term of buyer preferences.

We all of course know Windows Phone 7 still have pretty low sales numbers in the USA, and results such as these suggests the best thing Microsoft could do is get the OS in as many hands as possible and let users make up their own mind.

Surveys such as this should also be presented to sales staff at mobile phone dealers, to convince them from a customer satisfaction point of view Windows Phone 7 is actually more likely to result in a satisfied buyer than the latest Android battery hog, and possible decrease their return rate.

Read the full survey at Changewave here.

About Surur

Site Admin and Windows Phone enthusiast, he has been using Windows Mobile devices since before they were called PocketPC’s. He is currently sporting a HTC 7 Trophy.

Anonymous

Hmm. Still a bit behind iOS. I thought it’ll be closer.

^^ I’m still loving my MetroUI no matter what though.
mrjlwilliams

In the near future, we will see a large jump towards WP7. its coming and soon.
Anonymous

I think once the devices with Mango and new hardware comes out you’ll see that number jump as well as increased sales numbers.

Impartial

Couldn’t agree more
Guest

Yeah, that was my thought too. This result is good, but not great. Mango ad better hardware should improve that quite a bit.
MSfan

I am actually quite concern it that it is only 57%. We know most of the buyers have been MS loyalist like me who want WP7 to be successful. If just barely a few more % compared to Android (and we know how crappy that OS is) it does not offer us a good deal of confidence about winning over the mainstream consumer when only sightly more then half of MS fans are not very satisfied. I hate the idea that Ballmer and company has KINed us again by given us a product that the market is rejecting.

PrivateJoker

Mango will push us to new hights! I was satisfied beforce mango and became extraordinary satisfied with mango (beta)
PrivateJoker

Mango will push us to new hights! I was satisfied beforce mango and became extraordinary satisfied with mango (beta)
Guest

That is a really good insight. I first thought it was a great number but your post did get me thinking. Now I am concern that even the Nokia deal will not do much for us the way they are falling apart.
http://www.twitter.com/wixostrix WixosTrix

I’m pretty sure overall satisfaction is higher than that tho. They’re highlighting on “very satisfied” and I know I’ve never taken a survey that had “very satisfied” option but didn’t have a “satisfied” or “somewhat satisfied” option.

Also, they haven’t KINed this product, they are just starting out. Companies have had major product failures before the KIN and still do so. I don’t know why people keep brining it up as if it was such a huge surprise. Even Microsoft fans were even predicting it’s failure.

WP7 is a great product, it is just limited in it’s current form, but it does work very well. The market isn’t rejecting it. Microsoft has the money for massive marketing, they have them employees that can travel around to high traffic carrier and retail stores to make sure displays are up to far and reps are knowledgeable about the product. They just haven’t done it yet and I honestly believe it’s because they don’t want it be too popular yet.

Anyone who thinks Microsoft is just sitting around struggling for success really needs to learn about how the company operates, the scale in which they do things (when ready), and the wide customer base they cover across their flagship products.

BaslieG

“they are just starting out”

Simply not the case, MS has been in mobile for over a decade. This is ten years of building distribution channels, securing carrier relation, making manufacture partners, and building would be brand loyalist. Trying to play “is just starting out” ignores these facts and avoids putting responsibility on MS for poor execution.

If you want to look a a new entry in the market look at the Baba OS that was released about the same time as WP7. it is currently selling about 10 to 1 compared to Window Phone 7.

http://www.twitter.com/wixostrix WixosTrix

I didn’t mean they we’re just starting out in the industry, I meant they are just starting out with this platform. Microsoft has been in the space a long time, but it doesn’t mean their relationships and distribution channels are as stong as they used to be. I’m not ignoring their execution and I don’t think it has been poor. It’s just been limiting. Think about it. Microsoft couldn’t do a huge push for Zune a few years ago because it didn’t come close to iTunes content. They can’t say “Ditch iTunes and come to Zune where you can only get music, no tv shows, no music videos, etc. It takes time to build that infrastructure and deals with the content providers. The Zune Marketplace has exploded with content the last couple of years. Even if they end up rebranding it, they already have everything in place.

They have history in the space but it isn’t a necissarily positive one. They aren’t the power weilding company they used to be and people are no longer afraid to step up against them. They have to conform and in a sense, play nice. Which is new for them.
Guest

That is the point when MS is late to the market and then deliver less the competitive products, the end result is poor sales and in a competitive market poor sales is usually impossible (or very very expensive) from which to to recover. .
Rotatinganagramalias

Execution until iPhone was good enough to secure #3 or #4 spot overall. Execution from iPhone until WP7 was poor. Execution since has been average.

And I think you mean Bada OS there, sparky.
BaslieG

You are correct, I agree to the typo.

Conversely, choosing to make snide remarks rather address the content of that point, we will assume you are agreeing Bada OS success proves MS is executing at level closer to dismal.
Rotatinganagramalias

I addressed the content, what little there was. And you do know Bada gets a lot of Its volume from feature phones, right?

And please invest in some English lessons.

Guest

KIN is just there most recent in a long line of failed MS products…ZUNE, Window CE, WindowMobile, Vista, Window Tablets, MSN Smart Watch, Window ME, Window Tablets…

bob

Apple has plenty of stinkers. Ping, MobileMe, Final Cut Pro X, Apple TV, ROKR phone, Mac Cube, Eworld, Pippin, Newton, Lisa …

http://www.twitter.com/wixostrix WixosTrix

I’m pretty sure overall satisfaction is higher than that tho. They’re highlighting on “very satisfied” and I know I’ve never taken a survey that had “very satisfied” option but didn’t have a “satisfied” or “somewhat satisfied” option.

Also, they haven’t KINed this product, they are just starting out. Companies have had major product failures before the KIN and still do so. I don’t know why people keep brining it up as if it was such a huge surprise. Even Microsoft fans were even predicting it’s failure.

WP7 is a great product, it is just limited in it’s current form, but it does work very well. The market isn’t rejecting it. Microsoft has the money for massive marketing, they have them employees that can travel around to high traffic carrier and retail stores to make sure displays are up to far and reps are knowledgeable about the product. They just haven’t done it yet and I honestly believe it’s because they don’t want it be too popular yet.

Anyone who thinks Microsoft is just sitting around struggling for success really needs to learn about how the company operates, the scale in which they do things (when ready), and the wide customer base they cover across their flagship products.
Psy

You know what, I’m a Microsoft loyalist and I still haven’t bought a WP7 yet. I’m still waiting for Mango to come out before buying one. A bunch of my friends are still the same so you have to wait until Mango comes out to get a better figure because I can guarantee you that this percentage isn’t at all accurate if you think most buyers are MS loyalist.

Jonny Rose

Im supprised the WP7 results are that low, I expected them to be higher, I am fully satisfied with my OS… although I suppose the phone could be built better (HD7)
Jonny Rose

Im supprised the WP7 results are that low, I expected them to be higher, I am fully satisfied with my OS… although I suppose the phone could be built better (HD7)

Lulz

Still pretty good for an immature OS that lacks many of the features of iOS and Android. I guess most people vote by the number of apps available too. Considering the marketplace is pretty barren, I am again surprised by this relatively high rating.

Et Jay

That is one of the problems MS released the OS half baked, Android and iPhone caught Ballmer so off guard, MS did not have time to do it right from the start.

http://www.twitter.com/wixostrix WixosTrix

But it’s okay to have something out as long as it isn’t terrible, and WP7 is far from terrible. I honestly think this method is much better than if they waited for Mango because v1 has gotten a lot of real world testing that they are using to improve in Mango. They’re listening to what people like and what they want as opposed to just saying, “you will get this, and like it”. The best thing about Microsoft is their relationship with developers. They will always have them which is one aspect that will help drive their success.

Guest

Developers support the platform that makes them money, and when a platform is not selling, they do not support it.
http://www.twitter.com/wixostrix WixosTrix

Right, but developers will more than likley make money on WP7. Then again, I can be wrong. Just because I’m a fan doesn’t mean it’s going to be successful. But I doubt Microsoft will fail in this area. They are making ground. Even if the developers aren’t making a ton of money, it’s still an advantage to have that relationship already established with them, which Microsoft has, while a platform like WebOS doesn’t.
Guest

Sadly needing to compare WP7 to WebOS, is in itself speaking very poorly for MS’s platform
bob

Windows Phone devs are in a good position. Their apps will soon run on Windows 8. At WPC, MS stated their intent to have the same app running on all 3 screens in one ecosystem.
As for other platforms: Android users won’t pay for apps. While RIM and WebOS are losing propositions.
zzz

Soon? Spring 2013 does not seem soon to me,

And do not put down Android, it is the only place MS is having any success and making $ on in the mobile market.
Guest

Few think that the all in one will be successful in the long run the mobile market moves to fast to be held up by MS slow OS development cycle for PCs.
Guest

Few think that the all in one will be successful in the long run the mobile market moves to fast to be held up by MS slow OS development cycle for PCs.
http://www.twitter.com/wixostrix WixosTrix

Alright. Cool

Sent from my Windows Phone
________________________________
Psy

Considering WP7 has the fastest growing marketplace in the world, then I fail to understand your point?

Were you trying to be smart and say that developers will eventually flee WP7? Too bad you’re wrong, ay?
Guest

Lately I’ve seen several developers, including MS-conversant ones, talk about how impressed they are with Apple’s dev tools. So MS might not want to get too complacent that it still retains developer loyalty.

http://www.twitter.com/wixostrix WixosTrix

But it’s okay to have something out as long as it isn’t terrible, and WP7 is far from terrible. I honestly think this method is much better than if they waited for Mango because v1 has gotten a lot of real world testing that they are using to improve in Mango. They’re listening to what people like and what they want as opposed to just saying, “you will get this, and like it”. The best thing about Microsoft is their relationship with developers. They will always have them which is one aspect that will help drive their success.
Guest

You have a gift for stating the obvious.

Jonny Rose

Im supprised the WP7 results are that low, I expected them to be higher, I am fully satisfied with my OS… although I suppose the phone could be built better (HD7)
http://wp7.com.pl wp7.com.pl

http://www.changewaveresearch.com/articles/2011/smart_phones_20110718.html
fake
in this report WP 26%

Lulz

“But in an encouraging sign for Microsoft, we continue to see a big difference between the high Very Satisfied rating for Windows Phone 7 (57%) vs. the much lower rating for Windows Mobile OS (14%).”

Anonymous

Microsoft needs to do something about this. This constant conflation of WP7 and Windows Mobile does them no good. I just accepted a Spotify invitation and noticed that their website advertised a Windows Phone app. My first thought was “What?!? WMPU and WPCentral aren’t all over this already?” Then I noticed the fine print “For users of Windows Phone 6.5.” *facepalm*

Anonymous

what can MS do? they already basically killed windows mobile, but “paid studies” want to include windows mobile to paint a false perception.

http://chmun77.myopenid.com/ LorMee

Is just another prediction / or wild guesses. I’m not so sure about this.

Ram

That was for Windows OS (Window Mobile and Windows Phone 7) together, which is clearly a misunderstanding. You have to read complete document and look at every picture there.

http://chmun77.myopenid.com/ LorMee

If the numbers is a total of both WM and WP7, it means that the actual numbers are even much lower than 26%! Is not something we should be happy about.

Anonymous

This survey is ridiculous, instead of asking who is VERY SATISFIED, they should ask people to rate it on a scale from one to 10 or more if they want, and then calculate the average.

Guest

Obviously you do not understand statistic ; if they did that about 57% would fall at the top of your scale for WP7 no matter how you designated it.

Anonymous

The full survey is worth a read, they also have data on what people plan to purchase over the next 90 days.

Andy G

Sadly almost half said iPhone and and 32% said Android and even worst those number are up from a quarter ago. It looks like if WP7 is going to have any success Microsoft is going to have to pour huge amounts of cash into it and that is going to keep the stock to continue flounder. Not good for us with options.

Guest

You have options but think the money going into WP7 marketing is material to MS’s earnings overall? Maybe the stock market just isn’t for you.

Andy G

ROI – you may want to look up the meaning. The cost of platform development and execution is much more material just marketing alone. It takes a great deal to cover those cost even when a product is selling, impossible when it is not. Add those cost with a little bit of marketing (a billion here and a billion there) pretty soon you blowing real money that will effect operating margins and profits.

And pretty soon the stock no longer makes a holder money. MS has been relentlessly trending down, with extremely flat stock price for a decade.

It not unreasonable to expect a companies stock to increase over time, specially when competitors have been successfully able to. The real comparison is that over ten years the MS price (split-adjusted) has gone from $35 (June 30 2000) to $26 (today), whilst AAPL price (split-adjusted) went from $25 (June 30 2000) to $373 (today).

If you can add anything of value with your post maybe the comment section is not for you.

Guest

“How to read an Income Statement”. You may want to look that up if you think the marketing spend on mobile is material to MS’s earnings or even less its stock price. Hint: MS loses even more on Search. Worry about that.

MS already trades at a big discount to the S&P and for a reason – investors lack confidence in the company’s leadership and business model. Adding or subtracting a few pennies to EPS isn’t going to change that.

Then again, anybody dumb enough to buy MS options or stock is obviously a terrible investor to begin with.
Andy G

If the Mobile market is immaterial, why is MS in it?

The reason investors lack confidence it’s current business model is based on legacy products who’s market is deteriorating and has consistently unable to be a market leading in growing markets.

It is interesting to seeing misinformed MS fanboy’s defending a product by trashing the company.
Guest

Who said the mobile market is immaterial? I said MS’s marketing investment there isn’t material to EPS or the stock price.

And if your second paragraph is accurate, how ignorant was it to buy calls?
Mark

You’re sounding more and more like a troll.
bob

Most investors, rightly or not, view Microsoft stock as a utility with dividends not a high growth tech stock. Investors lack confidence in “business model”? That’s funny. $26 billion in annual profit is a bad business model?
Guest

It is if the market seems to be contracting and the Management can not execute profitable products in growing markets that results in lower overall profits annually.
Guest

Not a bad model. Just one that looks to be rapidly maturing and possibly heading into decline soon. Stock prices are about expectations for the future. Why else do you think it’s trading at a significant discount to the S&P?
bobk

I think market is wrong about MS. Because MS product platforms look very good going forward. Azure, Office 365, Windows 8 ARM, Skype, Kinect, Mango etc.
Microsoft’s partnership with Facebook is also something that will give MS an advantage over Apple and Google.
Rnoyce

“MS has been relentlessly trending down, with extremely flat stock price for a decade.”

So you have calls on it why, exactly?
Andy G

Family inheritance
Rnoyce

And you haven’t dumped them and reinvested the proceeds? [shakes head]

http://twitter.com/waleonishmail Thegreattaurus

this survey means nothing, i am very satisfied with my phone but that doesn’t stop be from picking another platform when my upgrade comes

zzz

Except for most people one one you buy into a platform, you invest in the ecosystem and switch cost becomes prohibitive. This is why MS needed to have WP7 out 3 years ago.

Guest

Hey. Thanks Surur… one question… how did you score the chart version where they use WP7 as the comparison base?
Anonymous

I think what’s most troubling is that the Fruity Phone has 70% satisfaction. Why can’t we get up there?? Is it lack of podcasts and video on the phone? Not enough apps? Not enough 3rd party accessories?

Guest

You have to giver Apple credit they do make a good product

Anonymous

They have a leg up on features and apps but their interface is horrendous compared to ours.

HealtherL

To be honest I loved the tiles at first but after a month I gotten kind of tired of them, couple of the other developers who got free phones said the same thing. I know MS has big hopes for them with Window 8 but I concern that will seem really dated quickly like they did with my phone.

Anonymous

Live tiles are ideally just “real time information” displays. If you’re “tired” of them, you probably aren’t filling them with info that *you* want. There should be a flood of new live tile apps when Mango is released.

http://chmun77.myopenid.com/ LorMee

apps…. WP7 is indeed lack of apps….

Anonymous

WHAT?? Did I miss something or is this graph manipulated?

In the original ChangeWave link (http://www.changewaveresearch.com/articles/2011/smart_phones_20110718.html) it says,

iOS: 70 %
Android: 50 %
WP7 27 % (not 57 % as WMPU reports here)
RIM: 26 %

I am missing something???

http://chmun77.myopenid.com/ LorMee

So is another prediction again? The chart displayed in the ChangeWave site is only 27%?

“We also looked at OS customer satisfaction ratings based upon the operating system consumers have on their smart phones, and once again Apple is the clear leader – with 70% of customers using the iOS saying they are Very Satisfied.

The Android OS ranks second, with half (50%) of its users saying they’re Very Satisfied.

Both industry leaders are far ahead of the overall Very Satisfied ratings for the other major operating systems – Windows OS (27%) and RIM OS (26%).”

Not sure how much I can trust on predictions….

Wondersnevercease

If Windows really wants to get ahead, they need to offer dealers some kind of incentive. Free phones for top sales, cash awards, anything to inspire sales people to try harder.

AnDy

They tried that in my store but none of the Salespersons want a WP7 we were happier with our Droids.