BlackBerry owners 'dissatisfied' after global blackout

BlackBerry has suffered a major dip in its customers' satisfaction levels after last week's global service blackout, with only 42% of users expecting to buy one of the smartphones again, new research has said.

Findings from YouGov's SMIX (Smartphone, Mobile Internet eXperience study) showed a marked decline in overall quality and satisfaction rates among BlackBerry consumers.

YouGov, which surveyed 1,136 BlackBerry owners between October 13 and 16, found that satisfaction rates in BlackBerry have slumped nine percentage points between September and October.

The brand also saw a nine percentage points fall in quality rates, while the index of consumer-driven recommendations of BlackBerry products tumbled from +15 to -6.

Only 57% of BlackBerry users would consider getting one of the smartphones again, down from 69% in September, and the number of consumers expecting to get another BlackBerry was down 11 percentage points to 42%.

However, 69% of BlackBerry users still think the handsets are "good" and over half (52%) disagree with the statement that "BlackBerry phones are no longer reliable".

Russell Feldman, the YouGov consultant who led the research, said: "Whilst BlackBerry may have a loyal following, their handling of the blackout has severely undermined confidence amongst consumers and while they may be forgiving once, if it happens again the brand could find itself in serious trouble.

"The emergence and popularity of Android devices is seriously starting to challenge BlackBerry's share of the market, and with the iPhone starting to focus in on the business market, BlackBerry could soon lose out. One only has to look at Nokia's case study to see what happens when a company fails to invest and gets left behind the technology curve."

Problems accessing internet, email and BlackBerry messenger started in Europe, the Middle East and Africa on October 10, but spread to Latin America, Canada and the United States.

BlackBerry owner Research In Motion this week announced that its consumers will be offered a batch of premium apps worth $100 (£63) as compensation for the problems, which may have increased satisfaction levels with the brand.