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iPhone Tops Customer Satisfaction Rankings Again

J.D. Power and Associates has released its semi-annual Wireless Smartphone Satisfaction Study, and for the ninth consecutive time, Apple’s iPhone got the top ranking. For traditional mobile phones, LG devices received the highest scores. CNET’s Don Reisinger reported, “J.D. Power and Associates today released its rankings of the most popular smartphone vendors. And for the […]

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Cynthia Harvey

Mar 21, 2013

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J.D. Power and Associates has released its semi-annual Wireless Smartphone Satisfaction Study, and for the ninth consecutive time, Apple’s iPhone got the top ranking. For traditional mobile phones, LG devices received the highest scores.

CNET’s Don Reisinger reported, “J.D. Power and Associates today released its rankings of the most popular smartphone vendors. And for the ninth-consecutive time, Apple took the top spot with a score of 855 out of 1,000. Back in September, when J.D. Power conducted another study on customer satisfaction, Apple scored 849. The second-place smartphone vendor in the latest J.D. Power survey was Nokia, scoring a 795. Samsung came in a close third with a 793, followed by Motorola and HTC with 792 and 790, respectively. The average vendor score was a 796 — a far cry from BlackBerry’s 732.”

Cult of Mac’s Alex Heath noted, “J.D. Power notes that Apple continues to do ‘particularly well in physical design and ease of operation.’ For smartphone-related customer satisfaction, J.D. Power’s survey measures factors like performance, physical design, features, and ease of operation. Each factor is given a percentage and placed into a 1,000-point scale.”

SlashGear’s Chris Burn’s added, “As for traditional cellphone design, LG tops the tower with a paltry score of 719. This is well below even the lowest score on the smartphone scale, BlackBerry having had a 732. Below LG you’ll find Nokia once again hitting the second spot, the study average being 703 (just below Nokia’s 714), and the rest lining up as such: Sanyo, Samsung, Pantech, Motorola, and Kyocera.”

According to the J.D. Power press release, “The Wireless Smartphone Satisfaction Study finds that satisfaction among smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points from 2012. This improvement is likely due to a growing array of new features and services being offered that are providing a seamless product experience between the operating system functions and third-party apps. While satisfaction in all factors of the smartphone customer experience increases from 2012, satisfaction has increased the most in performance (26 points), as a few key attributes, such as operating system reliability, processing speed and video/camera picture quality, have improved significantly.”