the fourth consecutive time, Apple ranks highest on J.D. Power and
Associates Wireless Smartphone Customer Satisfaction Study, the
consumer rating company announced
study ranks wireless handsets based on several criteria (listed in
order of importance): operation (30%); physical design (30%);
features (20%); and battery function (20%). For smartphones, the key
factors are: ease of operation (26%); operating system (24%);
physical design (23%); features (19%); and battery function (8%).
a score of 800 out of 1,000, Apple
led the pack. But Motorola was only nine points behind, and HTC
scored a respectable 781. All three manufacturers topped the industry
average of 764. With a score of 711, Nokia ranked dead last, beaten
out by Palm, Samsung, and Research In Motion.
study is based on surveys of more than 6,800 smartphone users
conducted between January and June of this year.
study also examined OS performance. Among those measured, Google's
Android OS, Apple's iOS, and Palm's WebOS all performed "particularly
well." Factors used in this calculation and tests administered
were not announced, so its hard to say what "particularly well"
Power also released the results of the Traditional Mobile Phone
Satisfaction Survey, which measured more than 11,800 consumers. LG
topped that ranking, with a score of 731. Nokia avoided the last slot
this time, beating out Kyocera by merely a single point.
study found that the average wireless bill has also increased, to $78
per month, compared to $69 just three years ago. The increase is
attributed to added data services, increase in usage of services like
text messaging, and additional taxes and fees.
both studies are based on a similar 1,000-point scale, it's
interesting to note that the overall satisfaction numbers are higher
with smartphones. The mean score of the seven smartphone
manufacturers is a little bit higher than 754, while the mean score
of the seven traditional mobile manufacturers is just under 700. So,
despite paying more, it appears that smartphone users are more
satisfied with their devices. Perhaps this, from J.D. Power's press
release, can help explain:
applications continue to enhance the smartphone user experience. More
than two-thirds of users say they download third-party games, while
54 percent say they download travel software, such as maps and
weather applications. Forty-one percent say they download utility
applications, while 36 percent say they download business-specific
programs. This indicates that smartphone owners are continuing to
integrate their device usage into both their business and personal
will be interesting to see how satisfaction will be affected by
changes in the wireless industry, like Verizon's
rollout of LTE and adoption
of tiered data plans. Would Apple's satisfaction score increase
even more if the
iPhone were to make its way to Verizon?
quote: Why is cellular service still so expensive? It's been $50-$100 month since cellular phones were introduced.
quote: 4) 10mm thick, which is slimmer than any Android smartphone I can think of (only iPhone 4 is better).
quote: I am sure that there will be more ways to spin away this result using techniques and arguments that I cannot at the moment predict (my imagination is sadly restricted by my continuing dependence on rationality) so I will post again as and when people move beyond the three non-sequiturs listed above.