Samsung user satisfaction up, HTC and Motorola down

Samsung users are happier with their phones now than they were in 2011, while those with HTC and Motorola phones are much less happy.

Our survey of 17,000 smartphone users, conducted in June in partnership with Pocket-Lint and Mobile Nations, asked users to rate their phones on a scale from “excellent” to “unusable”. The rankings of the top Android manufacturers shows a significant shakeup from when we asked the same question in April 2011.

In 2011 the best-rated Android phone manufacturer was HTC, with 86% of users saying their HTC phone was “very good” or “excellent”. In fact in 2011 HTC users were just as happy with their phones as iPhone users! Next came Motorola with 80% approval. Samsung lagged behind with 78%.

In our 2012 survey HTC and Motorola’s satisfaction ratings plummeted to 67% and 64% respectively. In contrast Samsung users were more likely to say their phone was “very good” or “excellent”, with 82% giving their Samsung phone the seal of approval. The date of the survey (late May / early June) meant that only three out of our 6,500 Samsung users surveyed had the new Galaxy SIII.

iPhone still leads the pack, with a slight drop in satisfaction from 86% to 84%. In spite of a bad year for RIM, Blackberry users show good brand loyalty, with a slight increase in satisfaction from 68% to 70%, putting Blackberry (ranked last in 2011) ahead of HTC and Motorola in the satisfaction stakes.

Are you happier with your phone than you were last year? Let us know in the comments.

  • Toby

    I am quite unhappy with my HTC Desire HD. Being the flagship model last year, it does not get an update to Android 4.0 now, because “it can’t handle it”. Well, yes, thank you HTC. Still, with SwiftKey X on it, I enjoy using it until it ooops falls down so I can buy a Samsung.

  • Tobias

    I used to have an HTC Desire HD and I was very satisfied with it all the way to the end. I rooted and ran third party ROMs the last few months I had it, and it ran ICS just fine which added to my satisfaction.

    I recently (3 months) purchased an HTC One X, and I’m following the tradition of using third party ROMs and I’m now using Jelly Bean on it, and it flows like butter. VERY happy with it!

  • Kev50027

    The problem is that Motorola makes excellent hardware, but awful software. HTC makes so-so hardware, and so-so software, Samsung makes the Nexus S and the Galaxy Nexus, both Nexus devices with stock Android. In my experience with many Android phones, these are the phones you want. Samsung’s software isn’t that great, somewhere between Motorola and HTC, and their hardware design is usually plasticy but durable, their phones are usually lighter than competitors. The main difference is that when the software does what you want it to, and gets updates when you want it to, you are much more likely to be happy with your phone. My theory on iPhone users? They don’t know what they’re missing. My girlfriend just went from an iPhone to a Samsung Galaxy Nexus, and tells me she loves her new phone.

  • Downsie

    I’m very happy with my HTC DESIRE HD. I’ve had it nearly 2 years and I don’t see anything out there worth the expense of upgrading.

  • Brent

    My HTC Incredible 2 was very nice when I got it last year. Except for some slowness, it’s as good as it was last year, but HTC is showing that they are not committed to user satisfaction and longevity of use in their constant delay to update the phone with new features, etc., especially when it comes to the operating system. They have continually promised to push 4.0 to the phone, but it has never been nailed down.

  • Brian Sheehan

    Every HTC phone I’ve used has been craptacular. I honestly had serious problems with my Samsung Charge a day my kids S2. Touchwiz sucked and the build quality of both was cheap and unremarkable. Having skipped over the apparent tragedy that was the Bionic, I would say the most consistent good user experience has been with Motorola phones. They’ve been durable and reliable and the battery life on the Maxx has been phenomenal. Maybe not the most flashy phones but in my experience, the most reliable.

  • Robert

    Samsung galaxy s3 kicks ass…. What a brilliant phone.. So so. Happy with it

  • Ivan Fernando

    I’m very much happy with my HTC one v.. and as I’m using swiftkey along with it. It’s even most usable.

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