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J.D. Power and Associates release latest studies on cell phone market

While most of the technology world finds itself in decline, a few product categories are growing. Two of the most notable are the netbook and smartphone markets. J.D. Power & Associates have released three new studies of the mobile phone industry that each ranks a different type of handset or user group.

The studies include the 2009 Wireless Consumer Smartphone Customers Satisfaction Study, Vol. 2.; the 2009 Wireless Business Smartphone Satisfaction Study; and the 2009 Wireless Traditional Mobile Phone Satisfaction Study, Vol. 2. The studies rank devices on a 1000-point scale.

The study found that overall satisfaction with devices in the smartphone market is growing with a gain of 14 points on the 1,000-point scale compared to six months ago. At the same time, satisfaction among business smartphone users has grown more robustly with a 43-point gain since 2008. While smartphone satisfaction grew with consumers and business users, satisfaction with traditional mobile phone owners has declined by 6 points since April.

EWeek reports that this is likely due to increasing frustration by users who realize what features their phones lack. The study found one point where satisfaction tends to falter for traditional phone users -- whether or not the device is free. Users who participated in the study and had free phones were less happy with their device than those who paid money for their handsets. This is due to the stripped down phone that most mobile carriers offer for free.

J.D. Power's Kirk Parsons said, "Satisfaction is notably lower among owners who receive their handsets for free because these phones often do not offer the full suite of features that owner's desire. When fewer features are available, usage rates also decline, which translates into lower brand loyalty."

According to consumer smartphone users, key factors affecting satisfaction include ease of operation according to 30% of participants, operating system according to 22%, features according to 21%, physical design according to 18%, and 9% say battery function. The smartphone class leader was the Apple iPhone with 811 points, second place was LG with 776 points, third went to the Blackberry with 759 points. The industry average was 765 points.

It is interesting that with the widely publicized 30% dropped call rate for the AT&T network that carriers the iPhone, the device still tops the list.

Business smartphone users have slightly different priorities reports eWeek with 29% saying ease of operation was most important, 23% saying the OS, 21% saying physical design, and 16% citing features. Traditional wireless handset users pegged operation as most important (30%), 30% pegged physical design, 20% picked features, and 20% chose battery function. In traditional wireless handsets, LG came out on top with 723 points, Motorola was second with 700 points, and Sanyo was third with 699.

Parsons said, "Attractive rebates or discounts offered to current smartphone owners, as well as incentives given to traditional handset owners to upgrade to smartphones, are effective ways for wireless carriers to generate revenue and increase market share. It is important, however, that manufacturers meet the expectations of those taking advantage of such offers by ensuring the features are intuitive and ultimately rewarding to them in the long run. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit owners’ individual needs is essential to providing a high-quality and rewarding wireless experience."



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By Chudilo on 10/13/2009 10:33:21 AM , Rating: 5
I bet the iPhone scored so high because the poll did not ask if they liked their phone as a phone not as a smart-phone.
The iPhone might be pretty nice as a connected device, but it's a mediocre phone at best.




By reader1 on 10/13/2009 10:52:00 AM , Rating: 1
Dropped calls are common with all cellphones. It's a clear indication that more government regulation is needed. Cellphone service providers are engaging in "quality-fixing". They know if they all provide poor service, they won't have to spend the money to increase quality.

The poor quality of cellphone service is a shining example of what's wrong with letting the free market "just work". The government must step in to make sure the market is fair, not free.


By weskurtz0081 on 10/13/2009 11:23:38 AM , Rating: 4
Yes, the government will fix the wireless communications industry! Just like they are fixing the auto industry! Just like they are fixing the healthcare industry! Go BIG GOVERNMENT!!!!

/end sarcasm.


By EasyC on 10/14/2009 12:45:50 PM , Rating: 2
USSprint....now together with Nextel...


By OoklaTheMok on 10/13/2009 7:05:05 PM , Rating: 2
I've had Cingular/AT&T, and I had multiple dropped calls daily. I'm on T-Mo, and I get a dropped call maybe once or twice a month, maybe as high as 1 a week. It happens so rarely now, that I have no idea of my specific statistics.

Other than my uniquely positive experience, I do believe that cell carriers significantly overcharge for the services that they provide. $25+/mo for a data plan that shouldn't cost more than $10/mo. $25 dsl connections are better and more reliable, etc. There isn't any QoS for cell data plans and that is pathetic.


By R3T4rd on 10/13/2009 12:47:31 PM , Rating: 2
"Did the pole ask people if they were happy with thier iGrenades, no flash support, battery draining OS, etc"

Fixed it for you. You can even add to the list.


By nikon133 on 10/13/2009 6:13:04 PM , Rating: 2
Spot on.

Since I'm carrying company's Nokia E63 with my personal iPhone 3GS, I did notice iPhone is very keen on showing low signal in areas where Nokia (and Blackberry Pearl before) were showing good signal. Same with my wife's 3GS.

Heck, just yesterday I was talking with client who recently got 3GS and while he was very happy with device in general, he complained about poor signal in his house, which is down the hill (sort of in a hole). I checked my Nokia and signal was OK.

iPhone forums are full of people complaining about poor signal. Some believe it has something to do with 3.1 firmware, but to me it seems Apple has put much more effort in "user experience" than in basic functionality.

I must admit that I still like my iPhone. Darn you, Apple, with your sad doggy eyes! :)


The article is what it is
By Chaser on 10/13/2009 4:25:56 PM , Rating: 3
Outside of the facts that the iPhone is one of the biggest selling phones in history and that it's app store is a phenomenal and unparelleled success people are happy with their phones. Obviously the iPhone is not a Blackberry or a Treo. But it's remarkable how it ushered the mainstream consumer into a "smartphone" market unlike any other phone before it.

People are satisfied with their iPhones. So why is does any positive news regarding the iPhone receive so much overwhelming negative comments from most the posters here? If you don't like the iPhone be the discriminating genius you are and vote with your wallet. But instead many of you have to post these cynical eye rolling like comments.

If other people buy them and are happy with them so be it. The buyer is happy so they made a wise choice with THEIR money. Live and let live.




RE: The article is what it is
By FITCraparo on 10/13/2009 4:46:58 PM , Rating: 1
quote:
Outside of the facts that the iPhone is one of the biggest selling phones in history


BUZZZZZZZZ another apple fanboy spreding lies try around 10% of the smart phone market, nokia is number 1 followed by blackberry
Outside of the facts that the iPhone is one of the biggest selling phones in history

quote:
it's app store is a phenomenal and unparelleled success people are happy with their phones.


dont see a need to spend a few bucks for an internet shortcut


RE: The article is what it is
By sprockkets on 10/13/2009 5:25:34 PM , Rating: 2
Nokia's share of the WORLDWIDE market of Symbian has dropped 12% since the introduction of the iphone. They have the top share followed by Linux.

Here in the US, Apple and RIM dominate. Probably because unlike EAS/WinMob, RIM's BES just works.

quote:
quote: it's app store is a phenomenal and unparelleled success people are happy with their phones. dont see a need to spend a few bucks for an internet shortcut


Yeah, that's why Microsoft made their own store, with the same polices as Apple's.

Good luck browsing anything with your IE4 browser in WinMob.


RE: The article is what it is
By FITCraparo on 10/13/2009 9:56:06 PM , Rating: 2
quote:
Yeah, that's why Microsoft made their own store, with the same polices as Apple's.


man your an F'n tard who cares about the new win mobile
said it was around long before any iphone. i personally use blackberry.


RE: The article is what it is
By Chaser on 10/15/2009 9:11:38 AM , Rating: 2
Meet America's New Bestselling Phone: The iPhone
http://www.dailytech.com/Meet+Americas+New+Bestsel...


I Love it...
By msheredy on 10/13/2009 1:18:00 PM , Rating: 1
... when a company such as Apple creates a truly awesome product, sells the crap out of them (despite all the naysayers), and ranks numero uno for customer satisfaction.

I love it even more when all the butt-hurt "haters" get all upset about news like this. Seriously just go out and get an iPhone. Trust me you'll love it!!!

Then you can go back to life a little less pissed-off at the world.




RE: I Love it...
By Alexstarfire on 10/13/2009 8:37:56 PM , Rating: 2
There is a big difference between being satisfied with a product and it being a good product. And yea, I've used all versions of the iPhone thanks to my dad who is one of the Apple fanatics and can say without a doubt that it's just not for me. Even this third gen iPhone has missing features that I want. And other than being a decent browser, can't say much more than that since it's literally the only touchscreen phone I've used, does nothing my phone can't do. And my phone cost less. It even does some things better than the iPhone.

It's not that what is does is bad, just that it doesn't do all that I want it to. And it being a smartphone it really should be able to do them.


RE: I Love it...
By msheredy on 10/14/2009 1:13:02 PM , Rating: 2
Uhh if it wasn't good then why would it rank number 1??? Call me crazy but to be satisfied with a product I'm thinking one would have to say that it works a least "good."


RE: I Love it...
By Alexstarfire on 10/14/2009 1:41:15 PM , Rating: 2
Yea, I got my wording a bit wrong. I meant to say great. But my whole point was that a CS report doesn't necessarily indicate quality of a product. I might be very satisfied with my tires that lasted 70k miles when they were only guaranteed for 50k miles, but if I could get 100k mile tires for about the same price then it's a far better product, assuming all else is the same of course.


Wow
By 67STANG on 10/13/2009 10:41:37 AM , Rating: 2
Only a 30% dropped call rate? My dropped calls are more like 50%-- when the battery actually has enough juice to talk on it.




RE: Wow
By acase on 10/13/2009 10:51:34 AM , Rating: 2
I'm guessing this must just be in certain parts of the country. I probably know 30+ people in Indiana with Iphones that I try to give crap about dropped calls and their phones blowing up on them, but they all say they never have problems.

I despise Apple and AT&T, but evidently in this area they work like they are supposed to. Damn.


RE: Wow
By xti on 10/13/2009 11:02:48 AM , Rating: 2
you hear about it cuz only people with issues are gonna be talking about it.

I mean, what is the point of me posting "i have ~2% drop call rate".


My own poll
By kattanna on 10/13/2009 10:57:13 AM , Rating: 3
here i deal with people who have an iphone and some that have a blackberry.

without fail, all those with an iphone i have had to help that person setup their phone to check the company email. with only 1 blackberry user requiring my help.

the biggest "use" i see of those with the iphone is showing it off to others and how awesome some new silly little app is, like one guy who LOVES to show everyone his shotgun app. while those with a blackberry i usually see them using it to make calls/text/do email.. etc.

so, to me, the iphone seems to be not much more then a "wow cool" thing, while the blackberry is more of an actual work tool.




RE: My own poll
By R3T4rd on 10/13/2009 12:53:30 PM , Rating: 1
With all security flaws with the iPhone, it will never break into the enterprise/corporate world of business. That is where the BB has a monopoly. And if any IT Mgr thinks for one second the iPhone is a legitemate enterprise/corporate solution, he mind as well take down that firewall and security measures at his company - its no different.


RE: My own poll
By Chaser on 10/14/2009 3:57:25 PM , Rating: 2
Despite the joy iPhone critics get digging up dirt there's no "security flaw".

The iPhone does not need to break into the business world. It broke into a much larger market. The personal consumer market. And it's done better than any phone has ever hoped to.


Apple is a leader, the rest are followers.
By reader1 on 10/13/09, Rating: -1
By weskurtz0081 on 10/13/2009 10:42:41 AM , Rating: 1
Blackberry's were far from crap pre iPhone.

There is a reason why Apple still plays third fiddle to Nokia and Blackberry in the smart phone market.


RE: Apple is a leader, the rest are followers.
By amanojaku on 10/13/2009 10:45:09 AM , Rating: 3
Stop replying to reader1. He/she set the record for the most repetitive and uninformative posts on DT. He isn't even trying any more.


RE: Apple is a leader, the rest are followers.
By xti on 10/13/2009 10:49:53 AM , Rating: 2
actually, BB's were big, clunky, gameboy green and black, etc. Apple came with the competition, and made everyone follow the trend. unless you think the storm and other similar phones were just a huge coincidence.


By weskurtz0081 on 10/13/2009 10:55:39 AM , Rating: 2
I never said they were as aesthetically pleasing as the iPhone, I just said, they were not crap. Do you disagree? Would you honestly call them "crap"?


RE: Apple is a leader, the rest are followers.
By xti on 10/13/2009 11:01:30 AM , Rating: 2
well, OP said garbage, you said crap, was still more talking about the direction that apple made the others take, since someone above said dont bother caring what the OP posts.

Yes apple isn't going to win in the smart phone in the business sector, at least not anytime soon/ever, but it seems like they are pushing the mainstream to be a bigger market than business...hopefully someone can post some numbers here to see if that's true or not.


By weskurtz0081 on 10/13/2009 11:08:24 AM , Rating: 2
The OP said:
quote:
Smartphones were crap before Apple entered the market


I said:
quote:
Blackberry's were far from crap pre iPhone.


You said:
quote:
actually, BB's were big, clunky, gameboy green and black, etc. Apple came with the competition, and made everyone follow the trend. unless you think the storm and other similar phones were just a huge coincidence.


I said:
quote:
I never said they were as aesthetically pleasing as the iPhone, I just said, they were not crap. Do you disagree? Would you honestly call them "crap"?


You said:
quote:
well, OP said garbage, you said crap, was still more talking about the direction that apple made the others take, since someone above said dont bother caring what the OP posts.


Maybe, since you were responding to my disagreement with the OP, you should have been clear that you were not disagreeing with my post, but rather changing the subject to a certain extent, from calling them "crap" to saying they weren't as pretty.


By xti on 10/13/2009 2:29:17 PM , Rating: 2
should have been clear?

the internet is filled with great personalities ;)


RE: Apple is a leader, the rest are followers.
By Yawgm0th on 10/13/2009 1:56:02 PM , Rating: 2
quote:
actually, BB's were big, clunky, gameboy green and black, etc
When they first came out, sure, but the BlackBerry Curve 8300 was out well before the iPhone.


By FITCraparo on 10/13/2009 4:49:31 PM , Rating: 2
and still outsells it


By omnicronx on 10/13/2009 11:29:49 AM , Rating: 2
quote:
Apple's new WebBook(?) will do for reading web content what the iPod did for digital music.
I 100% agree, Apple will do for reading web content what the ipod did for digital music.. Make us pay more for content..

While I cannot disagree that Apple is the leader in both of those fields and they have definitely kicked other vendors into action, it has come with a price.

All of this being said, exactly how is the way we view web content going to change when the apparent cost for the device is going to be $900USD. They will be lucky to get it into the hands of 10M people in a few years.. They only sell 2.5M macs a quarter if they are lucky, they are not going to have the production capacity to suddenly start selling these things like hotcakes.


RE: Apple is a leader, the rest are followers.
By Helbore on 10/13/2009 2:57:19 PM , Rating: 1
It always amuses me when people say that Apple innovate and everyone else copies.

Apple copied all trhe existing smartphones when they made the iPhone. Most of its features were not new. They then innovated with the interface, forcing all their competitors to pick up their game in that area.

All these big businesses copy each other, including Apple. They all innovate, too (and then have the competition copy their new ideas)


RE: Apple is a leader, the rest are followers.
By FITCraparo on 10/13/2009 4:54:39 PM , Rating: 2
apple acquired the technology for the iphone by stealing palm employees, i dont see anything really inovative about the iphone that pocket pc or palm has already done other than the fact that storage space has been increased allowing for more storage, i had an ipaq that was able to watch movies play mp3's browse the web make phone calls etc. etc. etc. 5 to 6 years before the iphone was even on the drawing boards


RE: Apple is a leader, the rest are followers.
By sprockkets on 10/13/2009 5:20:49 PM , Rating: 2
Really? So That's why Microsoft copied the itouch interface with the Zune HD and how WinMob 7 is now going to add support for capacitive touch screens and made the UI easy to use with fingers and not a stylus and how they finally made a decent browser and how they added accelerometers?

Hows that task manager work for you? Multitasking works so well on WinMob that they conveniently don't close the apps when you click on the X.

Oh, and btw, Palm didn't make OSX for the iphone, and they didn't even make their own OS. And you are mistaken; the people who left Palm started Handspring; they didn't go to Apple. In fact, later on, some went to Palm.

Dude, if anything Apple bought the company that came up with multi-touch GESTURES, and took their ideas and used them to solve problems with smartphones.

And btw, playing movies on WinMob sucks without TheCorePocketMediaPlayer.


By FITCraparo on 10/13/2009 10:08:40 PM , Rating: 2
quote:
Really? So That's why Microsoft copied the itouch interface with the Zune HD and how WinMob 7 is now going to add support for capacitive touch screens and made the UI easy to use with fingers and not a stylus and how they finally made a decent browser and how they added accelerometers


Again who's mentioning win 7 no one but you said it was out years before iphone and yeah your right no one would of figured out how to to make it faster ALL PRAISE APPLE !
and never wanted or used a zune i had an ipod

quote:
Hows that task manager work for you? Multitasking works so well on WinMob that they conveniently don't close the apps when you click on the X.


How would i know i use blackberry DUMMY!

quote:
Oh, and btw, Palm didn't make OSX for the iphone, and they didn't even make their own OS. And you are mistaken; the people who left Palm started Handspring; they didn't go to Apple. In fact, later on, some went to Palm


apple leached palm's employees then when palm started leaching them back they cry foul (typical tactic of apple we'll say anything and do anything but you can't do it back to us !
quote:
And btw, playing movies on WinMob sucks without TheCorePocketMediaPlayer.


too bad you picked a poor player it looked great back in the day, but that was a while back and i owned ipods (ill admit great mp3 player) and i owned iphone (neat toy but not a good phone) and yes again they havent created anything they stole all their tech (except most of their lousy OS) they're not inovative they build on other people ideas and dont necessarily do a good job at it


RE: Apple is a leader, the rest are followers.
By FITCraparo on 10/13/2009 11:46:22 PM , Rating: 2
quote:
Oh, and btw, Palm didn't make OSX for the iphone, and they didn't even make their own OS


you must be really young, really ignorant, or really forgetful.

http://en.wikipedia.org/wiki/Palm_OS

theyve been doing it about 10 years earlier


RE: Apple is a leader, the rest are followers.
By sprockkets on 10/14/2009 1:23:04 AM , Rating: 2
Could help if you actually read the article you linked to:

quote:
Palm OS 1.0 is the original version present on the Pilot 1000 and 5000. This version and all versions prior to Palm OS 5 are based on top of the AMX 68000[11] kernel licensed from KADAK Products Ltd. While this kernel is technically capable of multitasking, the "terms and conditions of that license specifically state that Palm may not expose the API for creating/manipulating tasks within the OS.".[12]


By Alexstarfire on 10/14/2009 4:20:26 AM , Rating: 2
I hadn't planned to get in on this little "debate" but.... what exactly does that prove?


By ersts on 10/14/2009 2:51:30 PM , Rating: 2
Are you that f*cking stupid? Palm licensed the OS they used in their devices versions 1-4, and then made Garnet which was a big upgrade, and version 6, Cobalt was stillborn.

But you said they made it themselves.


By ersts on 10/14/2009 9:44:47 PM , Rating: 2
Sorry alexstarfire, I thought it was that idiot FIT talking. Ignore my previous post.


RE: Apple is a leader, the rest are followers.
By tjr508 on 10/13/2009 6:03:09 PM , Rating: 2
The iPhone isn't great because of its capabilities. There are many phones out there that are more powerful. It's great because people actually use it.

Many iPhone users today rarely see the need to open up a Windows/Mac machine as many tasks are simply easier and faster to accomplish on the phone.

If any other device out there was as useful, then people would actually use it. Instead, iPhone users transfer 4-10x the amount of data as other smart phone users even as their phones are screaming for them to switch over to wi-fi.


By Alexstarfire on 10/13/2009 8:48:53 PM , Rating: 2
When they use the phone to watch videos all the time it's not really a surprise. I've never liked the internet on a phone. The screen is simply to small. It's great for when you need information quick, but that's about it for me. I don't think paying an arm and a leg for crappy 3G is going to cut it for me. I can't blame Apple for the crappy 3G performance though, they don't run the network.


By themaster08 on 10/13/2009 6:11:23 PM , Rating: 2
Smartphones were excellent before Apple entered the market.

A vast majority of early smartphones had features that are lacking in the iPhone.

Smartphones were virtually unheard of before the iPhone, but due to Apple's aggressive marketing, smartphones have become much more popular.

People are only just realising the power of smartphones, and the iPhone has set the standard. However, it has only set a standard for something that already existed, as a result of consumer ignorance. It's not through something they created.


RE: Apple is a leader, the rest are followers.
By themaster08 on 10/13/2009 6:11:23 PM , Rating: 2
Smartphones were excellent before Apple entered the market.

A vast majority of early smartphones had features that are lacking in the iPhone.

Smartphones were virtually unheard of before the iPhone, but due to Apple's aggressive marketing, smartphones have become much more popular.

People are only just realising the power of smartphones, and the iPhone has set the standard. However, it has only set a standard for something that already existed, as a result of consumer ignorance. It's not through something they created.


By KoolAidMan1 on 10/14/2009 4:07:21 AM , Rating: 2
What you and many people here fail to realize is that the list of features aren't the revolutionary thing that the iPhone brought about, it was execution and user interface. Smartphones could do loads of things before, the problem is that they weren't very usable (the UI was too convoluted, counterintuitive, and responsiveness was slow), so nobody bothered using all of those fancy features that were there.

It is the same thing Apple has always done. No they aren't the first to come up with a feature, but they are generally the first to figure out how to make it usable and useful. Other companies would do better if they put as much effort into user interfaces instead of leaving it to engineers who have no idea WTF.

Nokia phones have loads of features, just look at the new Nokia N97. However, it still has a crap user interface, a very unresponsive screen compared to the iPhone, and a crap keyboard. It will fail because even though it has a long laundry list of features on paper, as a practical device that people USE it will be rightfully be seen as "not as good as an iPhone".

The Blackberry Bold and Curve are honestly the only other phones that get it right, everything else from Nokia to HTC just do not get it, garbage all of them.


By MScrip on 10/14/2009 4:14:07 AM , Rating: 2
quote:
Smartphones were virtually unheard of before the iPhone, but due to Apple's aggressive marketing, smartphones have become much more popular. People are only just realising the power of smartphones, and the iPhone has set the standard.

I agree. There were many smartphones before the iPhone... but I never heard normal people getting excited about a new Treo. This was a world where the RAZR dominated...

Then Apple created a device that the average person actually wanted. They combined a music player... something they knew a lot about... with a web browser that people actually wanted to use. Oh and it made phone calls too... and apps, games, GPS, etc.

Is the iPhone perfect? Hell no. But does it do enough to get someone who would have never even thought about getting a Blackberry or other smartphone to get an iPhone? Absolutely.

quote:
However, it has only set a standard for something that already existed, as a result of consumer ignorance. It's not through something they created.

Again... many earlier phones did the "same sort of things" that the iPhone does. But, the way the iPhone does it is different than other phones.

Apple didn't invent the mobile web browser... but they made it usable, and now 60% of all mobile web traffic comes from the iPhone. So, what does that say?

I had an old flip-phone that "played music" but it paled in comparison to what the iPhone can do.

So, in true Apple fashion, they don't "create" a lot of stuff... but they make it usable, and people love it. Apple didn't "invent" the MP3 player either... in fact, they were late to the party. But look what happened.

You'd think that the other cell phone manufacturers would not want a repeat of what Apple did to the MP3 player market, when Apple announced they were making a phone. But they weren't prepared, and let Apple change the landscape of the mobile phone market.

Does the iPhone dominate any particular category? No... but it's got momentum. Cell phone manufacturers have to look at the long-range roadmap of the mobile market. It will not be "business as usual" with just phone calls and texting. It's gonna be a world of mobile data, music, video, apps, games, etc.

Would RIM have made a touchscreen Blackberry if there was no iPhone? Would Palm have made the Palm Pre instead of rehashing old Treo models? Who knows... but I like where this is going.

Sincerely,

Blackberry Curve and Windows XP User


“We do believe we have a moral responsibility to keep porn off the iPhone.” -- Steve Jobs

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