©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

Year end (2011) assessment of Smart Phones customers perceptions

This analysis is based on 82,620 customer reviews of 318 smart phones published online by December 15th 2011.

To insure statistical representation and accuracy of results we have focused on 42 smart phones that were reviewed at

least 100 times this year. That may mean that some phones, that were introduced toward the end of the year, did not

qualify for this report.

We have studied before correlation between number of reviews published online and a number of units shipped, and

therefore found it important to use it for comparison.

The most customer reviewed phones of 2011 are HTC Thunderbolt (5,579), Apple iPhone 4-16GB (4,106) and LG Ally

(2,514).

HTC got a hold on the position of the most

reviewed brand in the smart phones category

largely based on popularity of the Thunderbolt.

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Number of customer reviews per phone

Sony Ericsson 0%

Samsung 13%

Blackberry 5%

Nokia 2%

Motorola 19%

LG 14%

HTC 30%

Apple 17%

Customer Reviews per Brand

©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

Customer's enthusiasm for Android smart phones and

availability of large number of models from multiple

brands, produced very unbalanced distribution of reviews

(75%).

However the Android OS enthusiasm did not translate

into customer satisfaction lead as Windows phone

customers expectations were exceeded by their

experience with a wider margin. One of the possible

reasons is relatively weaker support of Android by the

developer's community that translates into availability

of applications.

It appears the Nokia's decision to migrate their phones

to Window OS, is a wise one considering Symbian

satisfaction scores.

Our Market Intelligence Analysis of the smart phone

segment indicates that the following Attributes of

customer experience are most important to them:

75%

17%

1% 2% 5%

Customer Reviews by Operating System

Android

iOS

Windows

Symbian

Blackberry

1.18 1.26 1.31

1.01

1.28

Android iOS Windows Symbian Blackberry

Average Customer Satisfaction by OS (+/- 6% margin of error)

©Amplified Analytics Inc. 206 Water Street, Pt. Richmond, CA 94801

1. Reliability - 14.76% of all opinions expressed

2. Usability - 7.23% of all opinions expressed

3. Battery Life - 6.42% of all opinions expressed

4. Display - 5.82% of all opinions expressed

5. Camera & Video - 4.91% of all opinions expressed

6. Reception/Call Quality - 2.57% of all opinions expressed

7. Customer Support - 2.27% of all opinions expressed

8. Keyboard - 2.27% of all opinions expressed

9. Design (style) - 1.57% of all opinions expressed

10. Price - 1.23% of all opinions expressed

11. Music Player - 1.00% of all opinions expressed

In terms of overall satisfaction Blackberry Style 9670 have earned the top customer satisfaction rating (1.60) and HTC

Rhyme (1.59) came within a statistical tie, while Motorola Citrus (0.72) and Droid 2 Global (0.82) are on the very bottom

of the list.

To get more specific insights into dynamics of the smart phone customer perceptions we sampled a market segment by

analyzing the most experienced (i.e. reviewed) models representing different operating systems. We picked the models

that are close to each other in a number of customer reports to make it more comparable.

1. Apple iPhone 4S - 542 customers

2. Blackberry Torch 9800 - 550 customers

3. HTC Trophy - 236 customers

4. Nokia N8 - 523 customers

5. Samsung Continuum Galaxy S - 444 customers

More details and customer feedback verbatim are available via access to the dynamic dashboard for this segment on

request.