Only So Much Satisfaction To Go Around?

from the zero-sum-game dept

Apparently, Nokia is somehow “losing ground” because other handset makers are getting better satisfaction ratings. Now, Nokia’s problems in selling handsets have been well documented. They’ve been losing a significant amount of market share to other handset makers who have clearly done a better job anticipating (guessing?) what consumers would want. However, to suggest that Nokia is “losing ground” because others have improved their own satisfaction ratings makes no sense. The study does not say that Nokia’s satisfaction ratings have dropped, only that other handset makers now have similar satisfaction ratings, and somehow this is interpreted to mean that Nokia has screwed up. Apparently, the study writers and the reporters who wrote the article about it believe there’s only a limited amount of customer satisfaction to go around, and if others are getting more, they must be taking it at the expense of Nokia.

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