Print 37 comment(s) - last by kmmatney.. on Sep 12 at 11:15 AM

Apple achieved highest ranked manufacturer of smartphones in customer satisfaction for the fifth consecutive time, according to J.D. Power and Associates

Apple's iPhone has become a major player in the smartphone realm, closely gaining on Android-powered phones in popularity. With iPhone 5 and iOS 5 to be released simultaneously this October, Apple fans have a lot to look forward to-- and are apparently happy with their current mobile Apple device.

According to J.D. Power and Associate's 2011 Wireless Smartphone and Traditional Mobile Phone Satisfaction Studies, Apple achieved highest ranked manufacturer of smartphones in customer satisfaction for the fifth consecutive time. It received a score of 795 on a 1,000-point scale while Motorola received a 763 and HTC got a 762.

As far as traditional phones go, Sanyo ranked highest in overall customer satisfaction with a score of 715. LG followed close behind with a 711 score and Samsung received a 703.

The smartphone study, which is based on 7,275 smartphone customer experiences, found that smartphone users who access social media sites like Facebook and Twitter through their mobile device report a 783 satisfaction rating. This is about 22 points higher than those who do not access social networks on their smartphones. During the time of the survey, more than one-half of smartphone owners used their devices to access social networks.

The traditional handset study, which is based on 11,347 customer experiences, discovered that owners who use their phones to access social media have a higher rating of 754 while those who do not use their phones for social media scored an average 696.

"It's not unexpected that smartphone owners access social media sites from their device more frequently than traditional mobile phone owners due to features such as larger screens and QWERTY keyboards," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "However, these findings demonstrate that equipping devices with powerful features and service is key to creating positive customer experiences with wireless devices."

Both studies found that those who use social media on their mobile phones tend to also use calls, texting and data more often as well. They are also more likely to buy additional wireless services in the future and are more likely to give positive recommendations for their handset brand.

The studies also measured key factors that both smartphone users and feature phone users were most satisfied with that contributed to overall satisfaction. For smartphone users, the factors were ranked as follows: ease of operation (26%), operating system (24%), physical design (23%), features (19%) and battery function (8%). For traditional phone users, the factor were ranked as follows: operation (30%), physical design (30%), features (20%) and battery function (20%).

The studies were conducted between July and December 2010, and can be found here.

In other related news, Apple's iPhone could prove to be even more of a satisfactory device come October when the iPhone 5 is released with unlimited data service plans at Sprint. AT&T does not have unlimited plans for the iPhone, and Verizon just ended its unlimited iPhone plans in July 2011. Though Sprint has struggled to compete with the two for the past 15 consecutive quarters, obtaining the iPhone and adding an unlimited data plan will set it apart from the competition.

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Hey Tiffany...
By BreakingStrata on 9/11/2011 3:37:46 PM , Rating: 3
Um... what?

"Apple's iPhone has become a major player in the smartphone realm, closely gaining on Android-powered phones in popularity."

Uh how do you come to that conclusion? The article you linked to says that Google's market share went from 33% to 52% and Apple went from 22% to 29% market share.

Google increased 57.6%
Apple increased 31.8%

You do not have to be good at math to see that is not "closely gaining." That is in fact clearly stating that Apple is falling far behind Android. If that wasn't enough, Apple has also had a 1 to 2 year lead in the market before the first Android handset came out.

So either this was a pretty silly mistake on your part and it will be corrected soon or you're biased towards Apple.

Aside from that what would really be interesting is if J.D. released results form individual phones. Everyone except Apple make phones in all shapes, sizes, and prices. The fact that companies like Motorola and HTC are so incredibly close to Apple in satisfaction despite what I just mentioned is really whats incredible.

HTC and Motorola are withing 5% of Apple by the way. Which could be well within the margin of error for a survey such as this.

Oh yea and congrats to Sanyo for being the best regular cell phone, yea you forgot all about that. Great reporting.

RE: Hey Tiffany...
By BreakingStrata on 9/11/2011 3:49:55 PM , Rating: 2
Skip the last paragraph, stupid eyes skipping that tiny blurb about Sanyo.

in other news...
By lagomorpha on 9/10/2011 2:50:12 AM , Rating: 1
Kim Jong Il tops citizen approval rating with score of 100%. When asked for comments, mobs of citizens shouted out in unison "we love our leader! he alone can protect us from evil western imperialism!"

RE: in other news...
By Spikesoldier on 9/10/2011 11:32:30 AM , Rating: 3

easy to win consumer satisfaction surveys when your customers are mindless zombies that believe that their overpriced gadget has 'magic' inside.

By Tiborticus on 9/12/2011 6:20:45 AM , Rating: 2
Let's face it, if you're an Apple user, there's little Apple can do to turn you off. For a select group of people Apple has provided an elixir that is irresistable - consequently users will have nothing but glowing accolades for all things Apple. It's like the working-class, single mmother who is a staunch replublican. The republican party itself is opposed to her very existence but through sheer emotion she believes that party to be her savior. It's very funny to me because I'm old enough to remember when Apple preached against masses following computer makers (Microsoft) blindly. They even had an iconclastic TV ad that instigated controversey on many levels. No we find they have become what they preached so fervently against. The good new in all this however is that a bunch of people have nothing to complain about when it come to there phone.

RE: Loyalist
By Dr of crap on 9/12/2011 8:56:54 AM , Rating: 2
Hey nice reference.

Yea. Like some political party will save us.

Are you on crack?!??!

"Fresh" study
By lightfoot on 9/9/2011 6:21:35 PM , Rating: 2
The studies were conducted between July and December 2010.

Wow. Thanks for letting us know how people felt about their phones LAST YEAR!

I mean, what could possibly have changed right?

RE: "Fresh" study
By Shig on 9/9/2011 7:07:10 PM , Rating: 1

Jason, teach Tiffany something eh

blah blah
By icanhascpu on 9/9/2011 10:16:24 PM , Rating: 2
Something about apple

blah sheeple, blah blah. Apple sucks blah blah blah. My side is better black blah, blah. Blah? HAHA BLAH. The other side just 'doesnt get it' blah blah blah.

Ex-Apple Hater
By kmmatney on 9/12/2011 11:15:29 AM , Rating: 2
I used to hate Apple as much as most of you did, until I got an iPhone back in 2009. Now I'm a big fan, although I have to admit that being able to Jailbreak (free tethering) is one of the big reasons why I like it so much.

Back in 2009, Apple was by far the best choice for a smartphone. I spent an hour at the ATT store trying out all the phones, and it was no contest - the iPhone was a men among boys.

While I don't like the default Apple sandbox, all my gripes have been dealt with by jailbreaking (which is amazingly easy), so I really don't have anything to complain about.

I used to hate Apple with a passion, and always thought that Steve Jobs could put crap in a paper bag and sell it to the Apple drones. Now I'm one of those highly satisfied customers.

By casper55117 on 9/9/11, Rating: -1
RE: wow
By clhathat on 9/9/2011 5:57:45 PM , Rating: 3
let's not automatically jump to that conclusion... regardless of how you feel about Apple's practices, their iphones are pretty easy to use. Which is exactly what 90% of people want out of their phone.

RE: wow
By themaster08 on 9/9/2011 6:06:47 PM , Rating: 2
their iphones are pretty easy to use. Which is exactly what 90% of people want out of their phone.
It appears to me that a substantial proportion of iPhone users are ex-BlackBerry using teenage girls that just want to use Facebook on their phone.

RE: wow
By thetruth81 on 9/9/2011 6:16:45 PM , Rating: 5
I like how just because something it not a product that you would buy or use that it becomes a product that no one should use. Lets all be like you cause you are so great. Thats why there is a market cause everyone has different needs. Android has its pluses and iOS has its.

RE: wow
By themaster08 on 9/9/11, Rating: 0
RE: wow
By thetruth81 on 9/9/11, Rating: -1
RE: wow
By seamonkey79 on 9/9/2011 7:16:47 PM , Rating: 2
I know two people that bought iPhones because they were Apple and their friends had Apple phones so they wanted an Apple phone. Now, one of them had an Android phone previous and has been looking for how to make some stuff work that iTunes won't let her do.

RE: wow
By clhathat on 9/9/2011 6:21:13 PM , Rating: 2
yeah and they apparently find it easier to get on facebook on an Iphone... let them have it!

RE: wow
By themaster08 on 9/9/2011 6:34:24 PM , Rating: 3
let them have it!
Sure, and apparently a lot of people prefer the Samsung Galaxy S and S2, but for some, it's no longer possible to buy in their country. You can thank such influence and monopolistic-like control that Apple unfortunately posesses.

RE: wow
By zorxd on 9/9/2011 7:49:49 PM , Rating: 2
Other phones are also easy to use.

The thing with Apple, is that they only make high-end, top quality phones.
HTC, Moto, Sammy all make good phone, but they also make entry-level phone which aren't always of the same top-quality.

RE: wow
By amanojaku on 9/9/2011 11:57:15 PM , Rating: 2
i wonder how much that cost apple
If corporations are people, too, then whatever was left of its soul.

RE: wow
By Motoman on 9/10/2011 1:25:11 AM , Rating: 5

If an iThing shot your dog, sold all your financial info to the Russian mob, got your girlfriend pregnant, and lit your house on fire every time you used it, Apple consumers would still rate it the best thing ever.

RE: wow
By Pirks on 9/10/2011 6:05:06 PM , Rating: 2
Typical Motobullshit

RE: wow
By MrBlastman on 9/11/2011 1:30:37 AM , Rating: 2
JD Power is and has always been full of crap. I don't ever believe a word they say.

RE: wow
By Solandri on 9/12/2011 12:31:42 AM , Rating: 2
I wouldn't say their surveys have been full of crap. They're accurately measuring something, it just isn't product quality like most people think it is. It's an amalgam of product quality, and how easy it is to satisfy the typical buyer of said product.

So it becomes problematic comparing their survey results for (say) economy cars to luxury cars. While the quality of the cars may be objectively comparable, the customers are not. The type of people who buy econoboxes have very different expectations than the type of people who buy luxury cars.

Based on all the Amazon reviews I've seen while product shopping, the trend I've noticed is that people who willingly pay a lot for a product tend to be more pleased with it. There's probably some purchase confirmation bias going on ("I paid a lot for this, so it must be worth it"). The people who scrutinize a product and ruthlessly note its every defect tend to be cheapskates who would never buy an overpriced product. So the cheap products tend to be rated lower than an objective review would rate them, while overpriced products tend to be rated higher.

RE: wow
By robinthakur on 9/12/11, Rating: -1
The game was stolen!
By Tony Swash on 9/10/11, Rating: -1
RE: The game was stolen!
By retrospooty on 9/10/2011 9:39:01 AM , Rating: 2
I wouldnt say Apple is winning the tech wars. Thats just nuts.

1. Apple is doing great. Making $$$ in buckets. Their computer marketshare remains tiny, and Android is far outselling iPhone in the most recent several quarters.

2. Its not a war that can be won, its an ongoing thing... It takes constant innovation and new products every cycle. Just ask Apple 1995, which would have lost the war.

Still, they are doing great and forcing others to raise their game. Thanks Apple!

RE: The game was stolen!
By Tony Swash on 9/10/11, Rating: 0
RE: The game was stolen!
By bupkus on 9/10/2011 4:26:10 PM , Rating: 2
I guess that makes you a winner.

I prefer to make our local professional baseball team my avenue to status.

RE: The game was stolen!
By gwem557 on 9/10/2011 10:15:08 PM , Rating: 2
Are you smoking crack? There's VASTLY more android smartphone users than there is iphone ones.

Seriously, Tony. Consider euthanasia. If you won't do that, at least, consider a vasectomy. Protect the gene pool.

RE: The game was stolen!
By Tony Swash on 9/11/11, Rating: 0
RE: The game was stolen!
By Cheesew1z69 on 9/11/2011 10:08:22 AM , Rating: 2
I am beginning to favor a theory that the rise of Apple somehow actually deletes the brain cells
I believe it, you are a prime example.

RE: The game was stolen!
By Tony Swash on 9/11/11, Rating: -1
RE: The game was stolen!
By W00dmann on 9/11/11, Rating: 0
RE: The game was stolen!
By ShaolinSoccer on 9/11/2011 4:35:20 PM , Rating: 2
" Apple-loving is an emotional response, not a logical one."

There, I fixed it for you.

RE: The game was stolen!
By thetruth81 on 9/12/2011 8:25:15 AM , Rating: 1
you must be a android user. I can tell by the way you couple his statement and slightly altered it an try to pass it on as you own. Sound like they way they do business.

"Nowadays, security guys break the Mac every single day. Every single day, they come out with a total exploit, your machine can be taken over totally. I dare anybody to do that once a month on the Windows machine." -- Bill Gates

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