This study aims to analyse the characteristics of the back material used in Organization Z’s smartphones compared to those of other market competitors, following customer requirements. It also seeks to identify the most suitable material to increase customer satisfaction. Using the main tool of Quality Function Deployment (QFD), the House of Quality (HOQ), absolute and relative weight values were identified. These values were based on customer requirements, which were obtained from a customer survey, and on technical descriptors. These values guided the selection of an optimal material. Among the materials studied, alkali-aluminosilicate sheet glass emerged as the most suitable, exhibiting the highest absolute and relative weights. This chosen material, alkali-aluminosilicate sheet glass, was expected to meet customer demands most effectively. Overall, the study yielded valuable insights for decision-making and improving customer satisfaction in Organization Z’s smartphone offerings.