Faculty of Business Administration, Academy of Economic Studies, Bucharest

Customer Relationship
Management
Smarphone Users Survey Project

Coordinating teacher:
Irina Bena
Team members:
Ioncef Sorina
Ionescu Gabriela
Marinescu Adrian
Medianu Iris

TABLE OF CONTENTS

I.

INTRODUCTION..................................................................................1

II.

SURVEY STATISTICS............................................................................5

III.

CONCLUSION..................................................................................11

I.

INTRODUCTION

Over the last decade, mobile phones have become one of the major means of
communicating both voice and data. Today, mobile phone is virtually a social
necessity for most of us. Increase in computing power of mobile phones, improved
bandwidth of wireless technologies, and internet technology have led to the
introduction of Smartphone which provides greater levels of intelligence to its users.
This intelligence lies partly in the phone itself and partly in the smarter-network in
to which it connects. This intelligence is a potent combination of hardware used to
build the Smartphone and software i.e., operating system which runs on the
hardware of the Smartphone.
These days wherever people who are using smartphone go, they must take a
smartphone. As time goes by, more and more people want to use a smartphone and
they are willing to be a smartphone user. Using smartphone changes peoples lives
to be more comfortable in many ways. Yes, it is definitely true. But change is not
always good. People need to see the nagative side using smartphone.
Compared to the past, people can easily get information they need through
their smartphone. It is not a problem any more where people are at right now. If
people have a smartphone right now, they can check eamil, facebook, and messages.
However, there is a serious problem. Having a samrtphone all the time is a easy way
to become addicted to a smartphone. According to a study, 60% of teens claim to
have 'high' addiction to their smartphone and 50% of people claim to use mobile
internet equally at home and outside their residence. Smartphone users are more
addicted to their devices than they think. People need to prevent wasting their time
and control using it. Here is a another report about being addicted to a smartphone.
It said that, checking habits may further grow in the future, as informational
'rewards' are added to smartphones. For example, smartphone users usually sign in
their social web like facebook and remain being singed in all day long, because
they want to check new information about their friends in real-time.
It is important to keep in mind that people can be easily controlled by their

smartphone. Even though a smartphone is used for work purposes, people need to
worry about being addicted to their devices.
Speaking about mobile phones in an economical environment, business and
innovative users are the main users of Smartphone today, due to its high price. As
technology advances, cost of Smartphone might come down gradually, as it
happened with personal computers. Then, all of us might become the users of
Smartphone.
In this paper we have conducted a questionnaire in order to personally
discover and analyse facts regarding the usage of smartphones and their applications
by randomly selected people, starting from teenagers to older individuals. After
showing you the results, you may read the conclusions we drew towards the end.

II.

SURVEY STATISTICS

INCOME

Income
40
35
30
Venituri

25
20
15
10
5
0
1

From the total of respondents, 1.67% have incomes between3000 and 4000 RON, 7.29% have
incomes of 1000 RON, 2.22% - over 5000 RON,14.5% - between 2000 and 3000 RON, 19,
5% chose not to respond,3.13% have no declared income, 14.19% have incomes between
1000 and 2000 RON and 37.50% - did not answer the question.
EDUCATION FORM

Education Form
50
40

Forma invatamant

30
20
10
0
1

From the total of respondents, 9.02% are postgraduate, 43% have graduated college /
university, 38% have graduated high school / college and 9.8% had no trials.

CIVIL STATUS

CIVIL STATUS
60
50
40

Stare Civila

30
20
10
0
1

From the total of respondents, 33.79% are unmarried; 3.66% live together but are
not married, 54.68% are married, 2.85% are widowed, 2.65% are divorced , 2.37% live
together.

RESIDENCE

Residence
50
45
40
35
30
25
20
15
10
5
0

Resedinta

From the total of respondents, 39.28% live in Bucharest, 49.71% live in another city,
2% - in rural areas, 0.44% - in Sighisoara, 0.51% - in Sibiu, 0.22% - in Braila, 0.51% in Brasov and 7.33% did not answer this question.

SATISFACTION LEVEL

Satisfied
70
60
50

Multumit

40
30
20
10
0
1

From the total of respondents, 60.66% are satisfied with the way their problems were resolved
after the complaints they made, 22.75% are dissatisfied, 12.91% are very satisfied, 1.63% are
very dissatisfied and for 2.05% of them, the company did not react.
TELEPHONE PROBLEMS

Telephone
40
35
30

Telefon

25
20
15
10
5
0
1

From the total of respondents, if they encountered any problem with the product / service
purchased, 19.44% preferred to contact the company to solve their problem more than 5 times,
16.20% - never, 14,63% - 2-5 times, 13.52% - once and 36.21% did not respond.

PERSONAL ASSETS

Personal assets
45
40
35
30

Avere personala

25
20
15
10
5
0
1

From the total number of respondents, 43.67% chose to have their personal data protected,
28.13% responded NO, 4.56% did not answer the question, 15, 62% responded with 1 and
8.02% - with 0.
JOBS

Jobs
35
30
25

Loc de munca

20
15
10
5
0
1

From the total of respondents, 33.24% have a job; 27.38 do not have a job, 8.43% did not
respond, 13.01% responded with 1 and 17.94% responded with 0 .

FACEBOOK

Facebook
45
40
35
30

Facebook

25
20
15
10
5
0
1

From the total of respondents, 4.16% use Facebook once a week,1.23% say it's not the
case, 31.63% do not use it at all, 44.6% use it several times a day; 4 1% - at least once a
week, 10.18% - at least once per day, 4.1% - at least once a month.
NEWS

News
25
20
Stiri

15
10
5
0
1

From the total number of respondents, 23.1% watch the news once a day, 9.7% -several
times per day, 20.63% - at least once per day, 4.92% - once a month; 4.51% - at least once a
month, 11.95% - once a week, 13.52% - at least once a week, 0.14% - several times a
week, 7.99% - did not say; 2.94% said it is not the case, 0.55% - daily and 0.24% - weekly.

Telephone brand
30
25
20

Tip Telefon

15
10
5
0
1

10

TELEPHONE BRAND

From the total of respondents, 24.73% have phone brand Samsung,29.64% - iPhone,
11% - Blackberry, 15.44% - Noli, 1.37% -Motorola 7.51% - HTC, 5.12 % - LG, 2.32% - Sony
Erricson,1.71% - Sony and 1.16% - Huawei.

III.

CONCLUSION

After taking into consideration all the information gathered, the first thing we can
say is that smartphones have charmed us and soon enough everybody will have at least
one. The only obstacle that the smartphone producers must eliminate is the difference
between the income and the price of a device. If this would change, more and more people
would afford to check their e-mails, read the weather forecasts and socialize while taking
the bus home or going to the market. Not only do smartphones ease our lives but they offer
comfort and more spare time, you can surf the Internet without having to stay on a chair in
front of a huge computer or carry a heavy laptop. The user's age is also an important factor
and we've seen that most of the smartphone users are in high-school or univerisity and
their reason for buying them are: the need for useful information very fast, fashion, music
and pictures and Facebook.
However, the trend is about to change since the age of Facebook users has
increased. In our country, another factor that determines the popularity of smartphones is
the social convention; most people tend to think that the phone is made for talking with
friends, not using IM applications, not using it as an MP3 player or watching movies or
other applications, phones are made for talking. Period. Therefore, it is a little hard to
convince them to change their minds but it's worth trying to do so since they would benefit
from the advantages a smartphone offers. Another conclusion is that the majority is happy
with the applications they find for their smartphone on the market, the popularity and the

amount of money paid for the applications depends also on the user's career because some
users are businessmen and afford to buy them because they might be essential. On the
other hand, a student can find all the applications he needs for free. This is one reason for
which people should be very careful when purchasing a smartphone. An advice they
should be taking into consideration is that they should not spend large sums of money on a
device they do not use at its maximum potential because it's a waste of money. They
should be aware of the main purpose of the device they want and focus on that. For
example, a student does not need an Iphone 5 or a Samsung Galaxy S3 because he does
not use all of the applications on a daily basis. He can have a cheaper smartphone which
would also offer IM applications, a good enough camera, awesome design and shock
resistance, for example Motorola Defy.
We are not trying to promote a certain smartphone here, we have just noticed that
people have a tendency to buy devices because they are fashionable and they do not use at
least 50% of their applications.
The effect that the smartphone has on its user is huge. Most of the users cannot wait
an hour before checking their phones or using them for pictures, status updates, music or
other applications. When you have everything you could possibly ask for from a phone, we
fully understand their addiction.
The battle of the smartphones is between the two top companies: Apple and
Samsung. The users of this kind of devices are trying to give arguments for their choice
and convince you why buying an Iphone is a better choice than buying a Samsung, and the
other way around. It is very easy to get confused because both choices are good, the
aquisition depends on the amount of money you are willing to give away for an awesome
device that can be a substitute for a TV, a laptop, a phone, an MP3 player, a digital photo
and video camera and so on.
As a closing paragraph, we have listed a couple of other interesting statistics
regarding smartphones and smartphone users around the world. For example, did you
know:

 Out of the 5 billion mobile phone users in the world, 1.08 billion are smartphone
users?
More than 91.4 million smartphones users are from the U.S?
Smartphone platform Android has the highed market share of 46.9%?
89% of smartphone users use their smart phones throughout the day?
92% of smartphone users use their smarphone to send text messages to other
phones. Whereas, 84% of users use their smartphones for browsing the internet?
The age group of 25-34 has the highest smartphone penetration rate of 62%?
50% of Android Smartphones and 43% of Apple iPhone users are younger than 34
Years?
53% of smartphone users are male and 47% are female?
Android Smartphone owners consume the highest amount of data at 582 Mbs a
month, while iPhone owners on consume 492 Mbs of data a month on average?
Apple iPhone users download the maximum applications per month, which is 48?
Downloading applications is the most popular data usage acitivity for smartphone
users?
Singapore has the highest smartphone penetration rate in world, which is 54%?