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Google Beats Out Apple For ‘Mobile Phone Handset Of The Month’

Google has been awarded the Roy Morgan Mobile Phone Handset Customer Satisfaction Monthly Award for the first time this August. Google earned an impressive customer satisfaction rating of 94% ahead of Apple iPhone, thanks to the release of the Google Pixel and Google Nexus five and over eight years ago respectively.

Google experienced a 6% rise in customer satisfaction to 94% over the past year, with Apple iPhone going down a percentage putting them on par with another big improver, Motorola up 8% to 92%.

Samsung came in fourth with an unchanged 89% customer satisfaction rating and Sony fills out the top five with 83%, up 2% from last year. Those that didn’t make the top five include Huawei, HTC, Nokia, LG, Telstra, Blackberry, and Oppo.

Despite Google’s impressive rating, the Apple iPhone and Samsung phones continue to be the most popular devices among Australians with the majority of the population – approximately two-thirds – owning either an Apple iPhone or Samsung phone.

However, the top three have distinct customers. Over 40% of Google phones in Australia are owned by Millennials. Apple iPhones remain the most popular models amongst the younger generations with over 40% of Generation X, Millennials, and Generation Y. In contrast, Samsung’s customers include over 30% of Baby Boomers and Generation X, compared to less than 30% of Millennials and 20% of Generation Z.

Michele Levine, CEO at Roy Morgan, says Google’s victory in their customer satisfaction category not only brings an end to the 79-month winning streak for the Apple iPhone, it also indicates that the two mobile titans – Samsung and Apple – might not always remain the favourites in the marketplace: “This month’s impressive customer satisfaction result for Google phones highlights that there are well-regarded alternatives to the two market leaders for consumers willing to look beyond the well-known mobile handset brands.”

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