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Google wins ‘Mobile Phone Handset of the month’ – two in a row

Source: Roy Morgan Single Source Australia, September 2017 – August 2018, n = 13,497. October 2017 – September 2018. n=13,534. Base: Australians aged 14+ with a mobile phone handset.
Google has again won the Roy Morgan Mobile Phone Handset Customer Satisfaction Monthly Award with a second straight monthly win. Google phones achieved an impressive customer satisfaction rating of 95% in September ahead of Apple iPhone and newcomer Oppo both on 92%.

Google’s back-to-back victories are the first time any mobile handset provider apart from Apple has had consecutive monthly victories in the category since the monthly award began in January 2012.

The strong performance from Google comes as the ‘tech giant’ launched its brand new Google Pixel 3 and Google Pixel 3 XL early in October with an enlarged display and other improved features.

Another relative newcomer Oppo has entered the the top five mobile handset providers for customer satisfaction for the first time in equal second place behind only Google. Oppo, a Chinese based mobile handset provider, launched in Australia less than four years ago and is already mounting a strong challenge to traditional handset providers such as Apple, Motorola and Samsung.

Close behind the top three mobile handsets for customer satisfaction in September are Motorola and Samsung both with a customer satisfaction rating of 90% and little changed on a month ago.

Mobile phone handsets measured which didn’t make the top five in August include Sony, Huawei, HTC, Nokia, LG, Telstra, Blackberry and others.

Top 5 for Mobile Phone Handset Customer Satisfaction September 2018 vs August 2018


Source: Roy Morgan Single Source Australia, September 2017 – August 2018, n = 13,497. October 2017 – September 2018. n=13,534. Base: Australians aged 14+ with a mobile phone handset.

Michele Levine, CEO, Roy Morgan, says Google has proven that its breakthrough victory in the ‘Mobile Phone Handset Customer Satisfaction’ category in August was no fluke with a follow-up win in September, despite tough competition from Apple and newcomer Oppo:

“Google has backed up its first win in the Roy Morgan Mobile Phone Handset Customer Satisfaction category in August with another close win in September. The Google phone customer satisfaction rating of 95% was up 1% on a month ago and 3% ahead of long-time winner Apple and newcomer Oppo both on a customer satisfaction rating of 92% in September.

“Google’s first two victories in the category in August and September coincide with the launch of the new Google Pixel 3 and Google Pixel 3 XL early in October. The new third generation Google Pixel includes larger screens than previous generations, an upgraded processor to improve performance  and speed and more powerful batteries for longer operating times.

“Although the Apple iPhone is still favoured to take out an eighth Roy Morgan Mobile Phone Handset Customer Satisfaction Annual Award for 2018, there is increasing competition in the mobile phone handset category with newcomer Oppo also presenting a new challenge to traditional heavyweights such as Apple and Samsung.

“Chinese-owned Oppo entered the Australian market in late 2014 and is now the seventh most widely owned mobile phone handset behind industry leaders including Apple iPhones and Samsung phones, but ahead of well known mobile phone brands such as Motorola and Sony.

“The high customer satisfaction ratings for Google phones and Oppo are providing a renewed level of competition in an industry that has been dominated by Apple and Samsung for nearly a decade. The Samsung Galaxy was first released in June 2009 following the initial release of the first Apple iPhone two years earlier in June 2007.

“To learn more about Australia’s increasingly competitive mobile phone handset market and what drives consumers to choose the mobile phone handset they do, contact Roy Morgan.”

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