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From: zax9/10/2013 11:47:12 AM
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PCMag Business Choice Awards 2013
By Ben Gottesman

September 9, 2013


Smartphones are a critical business tool for staying in touch with the office and customers, as well as accessing business data from anywhere. As with our tablet survey, our Business Choice Award survey for smartphones included two sets of questions, one for the actual users of smartphones and one for those responsible for deploying and maintaining the devices.

From the end-user perspective, Nokia's commitment to Microsoft's Windows Phone platform may not be paying huge dividends yet in terms of market share, but it is delivering great customer satisfaction for those using the company's new smartphones. (Also, it's obvious Microsoft is happy: as of this writing, it had just purchased Nokia's phone business for $7.2 billion.)

Nokia had the highest ratings in every end-user satisfaction measure in which it had sufficient responses in our survey. It's the clear winner of the end-user Business Choice Award for smartphones. The company received average ratings of 9.0 or higher for satisfaction with several business-related tasks including email, messaging, calendars and scheduling, and voice communications, which undoubtedly contributed to its 9.0 rating for likelihood to recommend. Nokia's only weakness was that 14 percent of units needed repairs within the last year, the second-highest repair rate behind BlackBerry (17%) and tied with HTCs running Android. But that didn't hurt Nokia's satisfaction with reliability rating.

Red indicates Business Choice winner. Blue indicates Honorable Mention.

Wherever Nokia had the best ratings, Samsung's Android phones came in second, earning the company an Honorable Mention for end-user business smartphones. Notably, Samsung had the second-lowest repair rate (8%), just behind LG (7%).

From an administrator's perspective Nokia's difficulty gaining traction showed in the administrator portion of the survey; too few respondents indicated Nokia was the primary brand of smartphone they deployed, so we could not include the company in this portion of our analysis.

Red indicates Business Choice winner. Blue indicates Honorable Mention.

Among the companies that did receive enough responses, Samsung is the clear winner of the administrator's Business Choice Award for smartphones. The company had the best ratings for overall satisfaction (8.5), reliability (8.7), value (8.6), and likelihood to recommend (8.7). In addition, while its ratings for satisfaction with technical support (7.8) and repairs (7.9) were slightly behind leaders Apple and Motorola, (both 8.0s for each measure), Samsung's results were nonetheless quite good.

BlackBerry's strength used to be the business market, but the company was at or near the bottom on nearly every measure from both end-users' and administrators' perspectives. BlackBerry's best showing was in satisfaction with business-related email (8.4) but that was still well behind Nokia (9.2), Samsung (8.6), and Apple (8.6). It's worth noting that each of these companies represents a different platform: Windows Phone, Android, and iOS, respectively.

See all survey results for smartphones rated by business tech administrators.
See all survey results for smartphones rated by end-users at work.

Nokia (Windows Phone) — End-users
Nokia doesn't position its Windows Phones as smartphones for business, but they clearly resonate with business users who give the company high marks for business-related tasks and overall.

Samsung (Android) — End-users
The Business Choice end-user runner-up is not as big a surprise as the winner. Samsung's Android phones are hot with everyone these days.

Samsung (Android) — Administrators
Our respondents say Samsung's Android phones handle business tasks with aplomb. It is by far the most likely manufacturer to be recommended by business administrators.

Apple (iOS) — Administrators
The iPhone faces stiff competition these days but it's still well-liked enough by business tech administrators to score a runner-up spot.
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