Filed under: Enterprise, Wireless, Odds and ends, Surveys and Polls, Apple, iPhone
J.D. Power smartphone study ranks iPhone #1 in customer satisfaction
I don't know about you, but when I hear the name "J.D. Power and Associates," I think of customer satisfaction for automobile manufacturers.
The company also does customer satisfaction surveys in a number of other industries, and yesterday they released the 2009 Wireless Consumer Smartphone Satisfaction Survey and the 2009 Wireless Business Smartphone Satisfaction Survey. As you might not expect after all of the commenter griping we see about the iPhone, Apple nabbed the number one spot in customer satisfaction in both the consumer and business surveys.
The company also does customer satisfaction surveys in a number of other industries, and yesterday they released the 2009 Wireless Consumer Smartphone Satisfaction Survey and the 2009 Wireless Business Smartphone Satisfaction Survey. As you might not expect after all of the commenter griping we see about the iPhone, Apple nabbed the number one spot in customer satisfaction in both the consumer and business surveys.
As you can see in the regretfully fuzzy screenshot above, the iPhone took first-place honors in the consumer smartphone index with a score of 811 out of a possible 1,000. More importantly, the iPhone was the only smartphone to get a five-circle ("Among the best") Power Circle rating. LG was the surprising second-place contestant, with only three circles ("About average") and a 775 overall score.
The iPhone is no slouch in the business world, grabbing the lead in the business smartphone satisfaction ratings (see below) with an 803 index ranking. Businesses surveyed agreed with consumers and gave the iPhone an "Among the best" Power Circle Rating, significantly better than RIM's BlackBerry devices. The J.D. Power and Associates ratings tend to have the respect of many enterprise CIOs, so this should be good news for Apple in terms of increasing enterprise iPhone sales.
The iPhone is no slouch in the business world, grabbing the lead in the business smartphone satisfaction ratings (see below) with an 803 index ranking. Businesses surveyed agreed with consumers and gave the iPhone an "Among the best" Power Circle Rating, significantly better than RIM's BlackBerry devices. The J.D. Power and Associates ratings tend to have the respect of many enterprise CIOs, so this should be good news for Apple in terms of increasing enterprise iPhone sales.
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Reader Comments (Page 1 of 1)
Rob47 said 4:15PM on 10-09-2009
Having come from symbian and SE feature phones. The iPhone is a god send it's by no means perfect but it's so much better.
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mark said 4:27PM on 10-09-2009
I'm amazed it did so well in the business sector.
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oZ said 4:39PM on 10-09-2009
Apparently, it's a circus of idiots, as LG came in second. My bet is that the iPhone are their first smartphone, just as the LG is. This study would probably make more sense if people have owned other smartphones before.
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hunglyka said 5:13PM on 10-09-2009
If the survey measured every phone by the same method, how could there be a bias toward a particular phone? It's like complaining you lost a foot race because the wind was blowing.
oZ said 5:30PM on 10-09-2009
Uh, no, it has nothing to do with that. It's like saying "How hard was this race?" to someone who had never raced before. They'll give an opinion, but what's their point of comparison? Ask an iPhone user who had previously owned a RAZR, and they're gonna be like 'This is the most amazing thing I've ever owned!' Ask someone who was a S60, WinMo, or Android user, and the answer starts to vary a little bit.
russ_schroeder said 8:31PM on 10-09-2009
Or the results are indicative of people who HAVE actually owned another smartphone. Ask an iPhone user who had previously owned a WinMo, BB, or S60 device, and they're gonna be like 'This is the most amazing thing I've ever owned!' I've used both WinMo and BB and will not be going back anytime soon.
And if your logic held true, that would indicate that current owners of BB, WinMo, S60, and Android phones have used smartphones previously and feel their device doesn't stack up.
oZ said 9:22PM on 10-09-2009
Different strokes for different folks. I've gone from S60 to iPhone to Android, and have owned a Maemo device and now coveting the Nokia N900. The phone landscape has changed significantly since the iPhone first came out.
Nick said 9:19PM on 10-09-2009
I would suspect Apple fanboyism probably plays a part.
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Thecowgamer said 2:02AM on 10-10-2009
Damn right. It better be #1 in customer satisfaction. My iPhone is my world. It's given me everything. A job. Happiness. It's been with me through the thick and thin. Entertaining me. Cheering me up. Inspiring me. Loving me. And it never fails to satisfy me...In bed. Infact I'm using it right now to type this. I
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jason said 7:24AM on 10-10-2009
Are you kidding me? They left out the most popular smartphone OS in the world, and this is supposed to be a valid study? No Nokia/S60 phones included in the results? While
Completely flawed study. Flawed at the most basic level.
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zerock said 9:12AM on 10-10-2009
it's been a long time since i have seen someone using a nokia phone.
jason said 12:50PM on 10-10-2009
It's largely dependent on the type of phone users you're around.
If it's business types, the vast majority of what I see are BB, S60 and Win Mobile. iPhone users in the business world are a distant 3rd or 4th. BB and S60 are the kings there. The business iPhone users I know have a big love/hate relationship with their phones. They love the functionality, but HATE being hamstrung by terrible battery life. You shouldn't have to charge your phone during the business day. I could even live with daily charging, but if it can't make it from when I leave home until I'm back in the evening, what good is the thing? My cube neighbor has one and has to plug in by 2pm each day. That's definitely a step forward from when I spent 24 hours as the owner of an iPhone 3G - I got 2 hours of battery life from full charge before I had a third left. I go 2 days between charges on my Nokia E71 - using ActiveSync set to Push between 8a-6p, and every hour outside that window, plus web browsing and the occasional trip into Google Maps.
Besides, your anecdotal experience doesn't change the fact that S60 powers about 40% of all smartphones worldwide.
Over the next 2-3 years, Symbian's dominance will start to fall, as Nokia seems to be moving to Maemo, and there's also the Android army ever on the march forward.
nmalato said 11:17AM on 10-10-2009
How many people in the US own a Nokia smartphone?
More surprising are the numbers against Blackberry.
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