OnForce: IT pros care more about device satisfaction than wireless provider

OnForce: IT pros care more about device satisfaction than wireless provider

Summary: A new report from OnForce asserts that mobile phone satisfaction among IT professionals is driven by the device itself over the wireless provider.


OnForce has released a new report about mobile phone satisfaction, which essentially argues that IT service professionals are more concerned with the devices themselves rather than the wireless provider selling them.

While AT&T and Verizon are virtually tied in overall device satisfaction according to the report, further analysis shows that there are some stark differences in satisfaction levels when it comes to service from the providers themselves.

For example, only 35 percent of AT&T customers reported being "very satisfied" with the service compared to 58 percent for Verizon, 41 percent for T-Mobile and 35 percent for Sprint.

But beyond the carriers, OnForce posits that it all comes down to choosing between the iPhone and Android smartphones.

iPhone customers, in particular, were substantially more satisfied in 10 of 11 functionality categories that OnForce surveyed, regardless of carrier. Android only scored better in one category, which happens to be one that Google is especially known for leading: maps and directions.

OnForce asserts that the iPhone is still the most popular smartphone with IT service professionals, owning approximately 35 percent of the market. But Samsung is not to be neglected as it is gaining market share at 20 percent right now.

This comes after the news that the Samsung Galaxy III upset the iPhone 4S with U.S. consumers as the top-selling smartphone domestically in August.

But it's worth pointing out that OnForce cited that Samsung has many more devices on the market than any other manufacturer, while Apple only has a few different iPhones available.

Looking forward, OnForce analysts project that both Apple and Samsung will gain slight increases in market share, rising to 38 and 23 percent, respectively.

While OnForce didn't provide a timeline for that increase, the IT outsourcing company acknowledged Samsung could be hampered by the recent patent infringement ruling in its legal battle with Apple in a U.S. federal court last month.

For reference, OnForce surveyed its network of independent technicians for this report, which included responses from nearly 900 participants.

Topics: Mobility, Android, Mobile OS, IT Employment

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  • as long as

    your provider gives a reliable connection in the places you go, what more is there to care about?

    well GSM vs CDMA is important for international travelers, so that's something
    • and of course

      price and datacaps
  • If you understand...

    that CDMA is ILLEGAL in Europe. I have NO idea why GSM is allowed in the United States, since the ban of our system violates a whole boatload of treaties...
    Tony Burzio
    • Re: I have NO idea why GSM is allowed in the United States...

      It's because it's the only mobile phone architecture worth using. It is universal EVERYWHERE outside the USA. Ban it, and USians going overseas will discover that their CDMA-only devices don't work anywhere else, that they will have to buy a spare phone just to use outside the country. Or give up traveling.

      (Actually, some residents of other countries might look forward to the latter option...)
  • And?

    I go through device after device looking for one that works the way I feel it should to meet my needs. Most people have no idea what their phone is supposed to be able to do and anything they find is like a lightbult coming on as they exclaim, "Oh I didn't know my Smartphone could do that!"

    I ended up switching to AT&T because every verizon device is just somehow randomly broken in different ways (yes, including the iPhone 4s). Now everything on my Note works great and I don't have to deal with Verizon anymore!
  • You prefer AT&T or the phone they sell?

    You apparently found a phone that you like and I understand how important that can be, but I find it hard to believe that as time goes by, you'll actually prefer dealing with AT&T over Verizon. I'm also curious in just what way the Verizon iPhone 4s is more "broken" than the iPhone 4s from other carriers?

    Just to be clear, I agree that these days Verizon seems to have more unreliable and under performing Android phones, than they had previously. They seem to pick a lot of clunkers and they also seem to lack the knowledge or motivation to help new Android users understand the basics, so they'll get the most out of their phones. OTOH, they dote and fawn over the iPhone newbies.

    In June, I finally dumped Verizon after 10 years because:

    - Upgrading my phone would end my unlimited data plan and the "sharing" data plan would add about $30 to my bill with my current usage. And sharing? with who? I have my own account :-P.

    - They arbitrarily reduced the "New every 2" phone discount that I had from $100 to $30. Just because they could.

    - They continue to lock the bootloaders on many Android phones, even the same phone that other carriers are not locking. why? Because they're desperate to prevent users from deleting bloatware apps that companies have paid Verizon to put on the phones. Some of which are battery killers and storage hogs. If they asked, many customers would gladly pay $5-$10 to avoid the bloatware and that would probably account for the lost revenue. Instead they have annoyed customers with apps that diminish their satisfaction with their phones.

    - They somehow almost always seem to either degrade their version of the hottest new phones (e.g. Galaxy S II), choose phones that have cool tech but clunky designs (e.g. Razr's sharp, squared off look) or are just a step down from the best specs (e.g. LG).

    - I decided that the new HTC 4.7 LCD models were my next phone. At&T had the One-X but their plans were terrible for me. Sprint got the HTC EVO LTE, same awesome LCD display (am I the only one who can't stand the AMOLED bluish tint?) + SD card - all good for me. Sprint's unlimited data and their LTE is now on in my city. Verizon didn't want that awesome phone, I guess. They have two new Razrs ;-) !