Thursday, March 21, 2013

For the ninth consecutive time, Apple tops in smartphone customer satisfaction survey

Despite concerns that Apple's products may have jumped the shark, with Samsung and others surpassing it in terms of innovation, Apple's customers -- though perhaps not its stockholders -- are supremely satisfied with its products. It was reported on Thursday that for the ninth consecutive time, Apple has ranked first for smartphone customer satisfaction in J.D. Power's semi-annual report on customer satisfaction.

J.D. Power users the following factors in its measurement of satisfaction of mobile phones, overall, with the following weights:
  • performance (29 percent);
  • ease of operation (26 percent);
  • physical design (24 percent); and
  • features (21 percent).
For smartphones, the key factors are:
  • performance (33 percent);
  • physical design (23 percent);
  • features (22 percent); and
  • ease of operation (22 percent)
Apple achieved a score of 855 and scored particularly well in physical design and ease of operation. That was full 60 points ahead of the second place manufacturer: Nokia. Next comes Samsung, Motorola, HTC, LG, and BlackBerry.

For the third consecutive study, LG was highest among traditional mobile phones with a score of 719. Nokia (714) followed LG in traditional mobile phone rankings.

Kirk Parsons, senior director of telecommunications services at J.D. Power said:
As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat.

It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.
The J.D. Power survey also pointed to more folks moving from feature phones to smartphones, as expected. Among the 42 percent of traditional handset customers who indicated they were likely to purchase a new mobile phone in the next 12 months, 76 percent said they "definitely will" or "probably will" upgrade to a smartphone.

No comments: