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Developer Satisfaction
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Date: July 7, 2010Developer Satisfaction Survey #1
Mobile Application Markets:
Report #1 - Nokia
ʼ
s Ovi Store
“OVI Store Continues to Improvebut Significant Challenges Remain”
 
MOBILE APPLICATION MARKETS: DEVELOPER SATISFACTION
OVI Store Continues to Improve but Significant Challenges Remain
Report #1 in an ongoing series of developer satisfaction surveys.
SUMMARY
Nokia’s Ovi Store was launched a little over one year ago, May 26th 2009. Almostimmediately the company issued a statement apologizing to users who were unable toaccess the service due to “...extraordinarily high spikes of traffic...”
1
Since then there havebeen substantial improvements and the store no longer suffers from the kinds of outagesreported just after its launch. And volume has continued to scale with downloads passing1.7 million daily in April.
2
 Developers recognize the improvements over the past year and more than 80% said theywould be sticking with Nokia and Ovi with the expectation that their experience wouldcontinue to improve. But having 20% of Nokia’s “top” developers suggest that they wouldleave Ovi is certainly a sign of trouble ahead if remaining problems are not addressed, anddevelopers were quick to offer advice on what Nokia must do to keep them engaged.Number one, and perhaps the most perplexing amongst developers identified by Nokia as“best sellers,” was a concern about how many downloads these developers were actuallygetting, and the moneythey were making as a result. Amongst developers selling their application less than 20% of developers were either making as much as they had expectedor more and over 80% complained that they were making less, and some “far less,” thenthey had anticipated (see section 9 of this report). In a competitive marketplace withGoogle’s Android and Apple’s iPhone luring developers away from Nokia, this has to beNokia’s number one concern although developers offered many additional suggestionswhen asked about specific areas of the store and when given the opportunity to make opencomments about how Nokia might improve Ovi (see section 14 of this report).
1
Ovi Blog - “Update on Ovi Store Opening”
 http://blog.ovi.com/2009/05/26/update-on-ovi-store-opening/ 
2
Nokia Conversations “Ovi Store
ʼ
s Dapper Downloads”
http://conversations.nokia.com/2010/04/23/ovi-stores-dapper-downloads/ 
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METHODOLOGY:
The findings presented here are taken from a survey conducted between June 1 and June18, 2010. During that time, 100 Ovi Store publishers responded to a questionnaire, whichconsisted of 11 multiple-choice questions and 7 essay questions.Out of the total number of responses received, 20 publishers were interviewed over thephone, while the other 80 publishers responded to an online questionnaire.The respondents to this survey were not randomly selected but were found through asearch for top selling and top free Nokia apps for the 5800 XpressMusic, 5530XpressMusic, E71, E72, 2700, E61, E63, 7210 SuperNova, 3120 CLASSIC, N73, and N97Nokia devices. 350 developers were identified through this process.Participating developers are representative of a sample of app developers and publishersfor top Nokia devices across Europe, Asia, America, and Australia.Participants answered questions about their experience with Ovi Store. The survey focusedon four areas:
1.
PublishingHow satisfied are they with the registration process in Ovi Store?How satisfied are they with the content submission process in Ovi Store?How satisfied are they with the content editing process in Ovi Store?How satisfied are they with the timing of the quality assurance process in Ovi Store?
2.
SupportHow satisfied are they with the support given to them by Ovi Store?How satisfied are they with the support provided by Ovi Store to purchasers of their software?What problems did they encounter with Ovi Store?Out of all the support inquiries they receive, how many are related to a problem with Ovi?What are the most common support inquiries they receive?
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