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Google refuses to budge from top spot in mobile handset customer satisfaction

Source: Roy Morgan Single Source Australia, July 2017 – June 2018, n = 13,552. July 2018 – June 2019, n=13,370. Base: Australians aged 14+ with a mobile phone handset. 
Google has secured top place in the Roy Morgan Handset Provider Customer Satisfaction Awards for June. Google’s consistently high customer satisfaction rating has kept competitors at bay for eleven months straight.

Google received a satisfaction rating of 94%, which is a 4% increase since June 2018. It was followed by Apple iPhone (93%), Samsung (90%), LG (90%) and Motorola (90%). 

Google and Apple iPhone have now held first and second position respectively for eleven months straight. Due to the consistently high handset provider satisfaction ratings of these top two brands, the 3% gap between them and Samsung, LG and Motorola represents a considerable challenge for competitors.

Of the top five brands, LG enjoyed the largest increase to its satisfaction ratings from a year ago, with a 13% jump in ratings. However, LG’s rating has remained at around 90% for the past five months. The only decrease in ratings went to Motorola, with a 2% drop compared to a year ago.

While Oppo missed out on a top five position in June, its customer satisfaction rating isn’t far off from securing fifth place, a position it last held in March 2019. 

Other mobile phone handset brands outside the top five included Sony, HTC, Huawei, Nokia and Telstra.

Leading Mobile Phone Handset Customer Satisfaction for June 2019
Leading Mobile Phone Handset Customer Satisfaction for June 2019
Source: Roy Morgan Single Source Australia, July 2017 – June 2018, n = 13,552. July 2018 – June 2019, n=13,370. Base: Australians aged 14+ with a mobile phone handset.

Michele Levine, CEO, Roy Morgan, says:

“Google has established itself as the premium brand of mobile phone handset in terms of customer satisfaction over the last year. Google has now held top place in the Roy Morgan Customer Satisfaction Awards for Handset Provider for the past eleven months and is on track to win the Annual Customer Satisfaction Award for the first time.

“The top performers in the Handset Provider of the Month category consistently receive extremely high satisfaction ratings, likely due to high competition and innovation in the tech sector, and brands constantly improving and updating their products.
 
“If phone handset providers aren’t achieving satisfaction ratings of around 90%, then they’ll find it very difficult to break into a top five position.

“If we focus on recent trends over the past three months, which may provide an indication of satisfaction ratings in the near future, we see that Google has remained steady on 94%, Apple iPhone has increased 1% to 93%, Samsung and LG have remained on 90%, and Motorola has increased 1% to 90%.

“Roy Morgan collects extensive satisfaction data on a range of tech brands and products, including detailed information on the consumers who purchase them.”

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About Roy Morgan

Roy Morgan is the largest independent Australian research company, with offices throughout Australia, as well as in Indonesia, the United States and the United Kingdom. A full service research organisation specialising in omnibus and syndicated data, Roy Morgan has over 70 years’ experience in collecting objective, independent information on consumers.

Margin of Error

The margin of error to be allowed for in any estimate depends mainly on the number of interviews on which it is based. Margin of error gives indications of the likely range within which estimates would be 95% likely to fall, expressed as the number of percentage points above or below the actual estimate. Allowance for design effects (such as stratification and weighting) should be made as appropriate.

Sample Size

Percentage Estimate

40%-60%

25% or 75%

10% or 90%

5% or 95%

1,000

±3.0

±2.7

±1.9

±1.3

5,000

±1.4

±1.2

±0.8

±0.6

7,500

±1.1

±1.0

±0.7

±0.5

10,000

±1.0

±0.9

±0.6

±0.4

20,000

±0.7

±0.6

±0.4

±0.3

50,000

±0.4

±0.4

±0.3

±0.2