Report: iOS and Android enjoy similar loyalty rates

Research from Consumer Intelligence Research Partners (CIRP) shows that the past two years, Google Android and Apple iOS retained U.S. users at approximately the same rate. In activating a new phone, 82% of Android users and 78% of iOS users remained with their previous operating system.

“The dynamic between Apple iOS and Google Android is not well-understood,” says Josh Lowitz, partner and co-founder of CIRP. “Even the basic loyalty rate, the measure of how each operating system retains its own users, is not widely known. Conventional wisdom says the Apple ‘ecosystem’ promotes loyalty, while Android readily gives up users to iOS. Our analysis has a more nuanced view on operating system selection, and indicates Android user loyalty has caught up and even exceeds that of iOS.”

CIRP also compared the two four-quarter periods in the sample, July 2013-June 2014 and July 2014-June 2015/. The Android customer retention rate increased noticeably, from 77% of customers purchasing new phones in the 2013-2014 period to 86% in the 2014-2015 period. The iOS customer retention rate remained relatively constant at 79% in the earlier period and 78% in the later period.

When it comes to mobile phone customers that switched mobile carriers, Android users remained with Android almost as frequently as those who continued with their existing carriers. Seventy-nine percent of Android carrier switchers remained with Android, compared to 82% overall. iOS users who switched carriers were much more likely to move from iOS to Android. The iOS retention rate for users that switched carriers was 51%, compared to 78% overall.

“The reasons why users select Android or iOS, and when and how users switch between them, are unclear,” says Mike Levin, partner and co-founder of CIRP. “Unlike almost every other product in technology, users cannot easily articulate why they like one or another operating system. One variable that seems to affect operating system switching behavior is mobile carrier switching. The time a user switches mobile carriers also is a logical time to switch operating systems. Our analysis suggests that switching mobile carriers correlates with iOS users switching to Android, but not Android users to switching to iOS.”

Among specific carriers, switching to AT&T and Verizon appears to lead customers to switch from Android to iOS, according to CIR. Conversely, switching to Sprint and T-Mobile appears associated with a switch from iOS to Android.