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Apple's iPhone dominates for 9th straight win in JD Power customer satisfaction survey

post #1 of 30
Thread Starter 
iPhone users' favorable impression of Apple customer support is so dominant that its J.D. Power score singlehandedly boosts the average ranking of the entire smartphone industry.

JD Power


The latest customer satisfaction rankings from J.D. Power and Associates show that once again Apple is the top company for customer support in the smartphone industry. Thursday's result marks the ninth straight time that Apple has taken first place.

Apple earned a score of 855 out of a possible 1,000 in the Smartphone Index Rankings. The iPhone maker's score was so high that every competing smartphone maker actually had a score below the study average.

Skewed by Apple, the study had an average score of 796, which was one point better than second-place manufacturer Nokia. Nokia's lead over its rivals is also slim, with Samsung, Motorola and HTC each earning respective scores of 793, 792 and 790.

From there, the scores drop off a bit more, as LG came in sixth with 744, and BlackBerry took last in the poll with a score of 732.

Apple was the only company among all smartphone makers to earn five "Power Circles" in the study. Nokia, Samsung, Motorola and HTC each earned three, while LG and BlackBerry took two.

"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," said Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates.

"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."
post #2 of 30
I doubt The BBC and The Guardian will mention this survey.
Doubt.
post #3 of 30
Quote:
Originally Posted by AppleInsider View Post

Skewed by Apple, the study had an average score of 796, which was one point better than second-place manufacturer Nokia. Nokia's lead over its rivals is also slim, with Samsung, Motorola and HTC each earning respective scores of 793, 792 and 790.

See, the average can be 103% of....1wink.gif

post #4 of 30
This high level of customer support is obviously an act of desperation. Apple is doomed.

(/s)
post #5 of 30
Hmmm?

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

Seriously Now... An overall 80% is barely a pass, but 86% is 5/5 stars - Get Real!
"Why iPhone"... Hmmm?
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"Why iPhone"... Hmmm?
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post #6 of 30
Quote:
Originally Posted by Ochyming View Post

I doubt The BBC and The Guardian will mention this survey.
Doubt.

As Gruber notes, they couldn't even bring themselves to mention Apple in the headline, their 9th consecutive year, or their huge lead over all others.

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

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post #7 of 30

We knew this trend would hold up......

It is so weird for me to see Nokia in the graph......

I just don't associate them with the mobile phone market anymore.....

I guess it must just be the US market that they seems to not have a presence at all.....

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Tallest Skil:


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post #8 of 30
Quote:
Originally Posted by DaHarder View Post

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

Seriously Now... An overall 80% is barely a pass, but 86% is 5/5 stars - Get Real!

My thoughts exactly, DaHarder.  This Wall-street-style chart is misleading and seems designed to exaggerate the differences.  The scale is presented as a linear scale, though it's not clear if the lowest-possible score is actually 600.  There is also no indication of the statistical significance of the differences.  Not even the number of respondents.  Perhaps JDP offers such details to paying clients only, I don't know.  In any event, AT BEST this can be viewed as marketing hyperbole.

post #9 of 30
Quote:
Originally Posted by geekdad View Post

We knew this trend would hold up......
It is so weird for me to see Nokia in the graph......
I just don't associate them with the mobile phone market anymore.....
I guess it must just be the US market that they seems to not have a presence at all.....

That is surely part of it……
Their Lumia brand and Win Phone 7 are very nice……
However, they are still a bit too immature and unrefined for my tastes……
Also consider that they have a smaller user base that has likely intelligently chosen their platform and HW…...

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

Reply

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

Reply
post #10 of 30
Quote:
Originally Posted by DaHarder View Post

Hmmm?

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

Seriously Now... An overall 80% is barely a pass, but 86% is 5/5 stars - Get Real!

It gives the scores for each company in the graph. If they didn't have the numerical scores, then you have a point.

The chart also shows the average and it appears Apple is the only one above average.
post #11 of 30
WS spin: Apple tops again but for how long. Think plastic!
post #12 of 30
Quote:
Originally Posted by Ochyming View Post

I doubt The BBC and The Guardian will mention this survey.
Doubt.

I doubt Consumer Reports will recommend the new iPhone.
Doubt.

"Apple should pull the plug on the iPhone."

John C. Dvorak, 2007
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"Apple should pull the plug on the iPhone."

John C. Dvorak, 2007
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post #13 of 30
Quote:
Originally Posted by DaHarder View Post

Hmmm?

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

Seriously Now... An overall 80% is barely a pass, but 86% is 5/5 stars - Get Real!

You're doing it wrong. Completely wrong.

 

There is nothing misleading about the chart at all, and it clearly shows that the results on that chart begin at 600. Anybody who can read a chart can see that. 

 

Apple is five stars because once again they are miles and leaps ahead of any other company, which has been the case for quite some time now.

 

Your pathetic attempts at trying to downplay Apple's superior customer satisfaction compared to everybody else's much lower scores shows that you know nothing about Apple at all, and it also shows that you can not objectively read a chart.

 

No amount of ridiculous spin, denial or insane, crack fueled delusion can detract from the fact that Apple's customers are the most satisfied customers on the planet by a long shot, and for good reason. 

 

And in closing, you remind me of this guy right here:

 

post #14 of 30
Quote:
Originally Posted by jungmark View Post

It gives the scores for each company in the graph. If they didn't have the numerical scores, then you have a point.

The chart also shows the average and it appears Apple is the only one above average.

They've made it very clear. They show the average score and they get the median rating of 3 out of 5, right in the middle with the others falling above or below based on their score. I think he's smarter than to claim that he doesn't understand the difference between a scale and a rating so what other reason for his post is left?

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

Reply

"The real haunted empire?  It's the New York Times." ~SockRolid

"There is no rule that says the best phones must have the largest screen." ~RoundaboutNow

Reply
post #15 of 30

Interesting to note that Microsoft's best effort (in Nokia form) is barely any better than the Android flotsam and jetsam, and still below average. 

post #16 of 30
Quote:
Originally Posted by Apple ][ View Post

You're doing it wrong. Completely wrong.

 

 

And in closing, you remind me of this guy right here:

 

What's up with this guy's uniform?

 

Is this mold?

 

But anyway he really looks a lot like DH's arguments.

 

P.S.  Sitting here with my iPad at hand and listening to Neil Young & Crazy Horse streaming from my iPhone over Apple TV into my Home Audio.......

 

>> Yes count me in to the perfectly satisfied Apple custumers.

post #17 of 30

OH NO, now apple will really have to start making 6 inch phones and follow the rest of the industry. 

 

I think the second paragraph is a little confusing. Apple has been tops for 9 years, but the iPhone has only been tops for 7. 

post #18 of 30
Originally Posted by Rabbit_Coach View Post
What's up with this guy's uniform?

 

Is this mold?

 

Boom microphones.


Originally Posted by lightstriker View Post
I think the second paragraph is a little confusing. Apple has been tops for 9 years, but the iPhone has only been tops for 7. 

 

The iPhone hasn't existed for seven years. They don't go by year. 

Originally Posted by Marvin

The only thing more insecure than Android’s OS is its userbase.
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Originally Posted by Marvin

The only thing more insecure than Android’s OS is its userbase.
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post #19 of 30
Quote:
Originally Posted by DaHarder View Post

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

 

A valid reason to choose graph scale is to highlight differences.

post #20 of 30
Quote:
Originally Posted by TeaEarleGreyHot View Post

My thoughts exactly, DaHarder.  This Wall-street-style chart is misleading and seems designed to exaggerate the differences.  The scale is presented as a linear scale, though it's not clear if the lowest-possible score is actually 600.  There is also no indication of the statistical significance of the differences.  Not even the number of respondents.  Perhaps JDP offers such details to paying clients only, I don't know.  In any event, AT BEST this can be viewed as marketing hyperbole.

 

NINE

 

TIMES

 

IN

 

A

 

ROW

Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
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Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
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post #21 of 30
Quote:
Originally Posted by Apple ][ View Post

You're doing it wrong. Completely wrong.

 

There is nothing misleading about the chart at all, and it clearly shows that the results on that chart begin at 600. Anybody who can read a chart can see that. 

 

Apple is five stars because once again they are miles and leaps ahead of any other company, which has been the case for quite some time now.

 

Your pathetic attempts at trying to downplay Apple's superior customer satisfaction compared to everybody else's much lower scores shows that you know nothing about Apple at all, and it also shows that you can not objectively read a chart.

 

No amount of ridiculous spin, denial or insane, crack fueled delusion can detract from the fact that Apple's customers are the most satisfied customers on the planet by a long shot, and for good reason. 

 

And in closing, you remind me of this guy right here:

 

 

Do you talk to people like that in real life, or only from a position of anonymity on a web forum? If the former, may I please ask you to share what you have found through extensive experience to be the best remedies for facial bruising?

post #22 of 30
Quote:
Originally Posted by Rabbit_Coach View Post

>> Yes count me in to the perfectly satisfied Apple custumers.

 

Man, I wish I could say that, too. I'm what you might call "Mostly satisfied." I find way more things to like than dislike about the Apple experience, but there are still SOME things that others do better. Not enough to make me switch or feel "dissatisfied" but enough for me to stay willing to at least evaluate alternatives.

post #23 of 30
Quote:
Originally Posted by DaHarder View Post

Hmmm?

This chart seems rather misleading as it t takes a small chunk of the 1000 (only 250) and blows it up with no indication on the bottom of the bars that the bottom of the graph is cut off. This makes blackberry look like it is off of Apple by half, when in fact the difference is much smaller.

Seriously Now... An overall 80% is barely a pass, but 86% is 5/5 stars - Get Real!

Yeah, 2 to 3 circles is very nearly the same as 5 circles, too. How dare they show the differences? /s

I would suggest that you take a course in reading graphs. There's nothing unclear about that graph - and it's very common for this type of survey to have relatively small differences in scores. That doesn't mean that the differences aren't real - it just means that the consumer is giving the manufacturer something like 500 just for having a working phone.

You're just miffed because Apple won. Again.
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post #24 of 30
Quote:
Originally Posted by v5v View Post

 

Man, I wish I could say that, too. I'm what you might call "Mostly satisfied." I find way more things to like than dislike about the Apple experience, but there are still SOME things that others do better. Not enough to make me switch or feel "dissatisfied" but enough for me to stay willing to at least evaluate alternatives.

 

So why do you have to "switch" anything?

 

I myself own multiple phones both iOS and Android, multiple PC's Mac and Windows, an Apple TV, Raspberry Pi, Western Digital media thing, X-Box 360 and Playstation 3.

 

I use them all at various times to get the best of everything.

Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
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Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
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post #25 of 30

Even further evidence of Apple's downwards spiral with Cook at the helm. Only #1, by a wide margin? How dissapointing. 

post #26 of 30
Quote:
Originally Posted by hill60 View Post

 

So why do you have to "switch" anything?

 

I myself own multiple phones both iOS and Android, multiple PC's Mac and Windows, an Apple TV, Raspberry Pi, Western Digital media thing, X-Box 360 and Playstation 3.

 

I use them all at various times to get the best of everything.

 

You're smarter than me. I can barely get a table lamp and power outlet to work together, much less devices from different vendors!

post #27 of 30
Quote:
Originally Posted by TeaEarleGreyHot View Post

My thoughts exactly, DaHarder.  This Wall-street-style chart is misleading and seems designed to exaggerate the differences.  The scale is presented as a linear scale, though it's not clear if the lowest-possible score is actually 600.  There is also no indication of the statistical significance of the differences.  Not even the number of respondents.  Perhaps JDP offers such details to paying clients only, I don't know.  In any event, AT BEST this can be viewed as marketing hyperbole.

I noticed they forgot to label the X Axis. Oh wait. Snap. What is next on the Apple hater agenda?
post #28 of 30
Quote:
Originally Posted by v5v View Post

 

Man, I wish I could say that, too. I'm what you might call "Mostly satisfied." I find way more things to like than dislike about the Apple experience, but there are still SOME things that others do better. Not enough to make me switch or feel "dissatisfied" but enough for me to stay willing to at least evaluate alternatives.

There certainly is nothing wrong with evaluating other options. Actually I do that too from time to time.

At work I sometimes have no choise but to use PC's (thank good only for controling and retrieving Data of some analytical instruments). But in the case of the iPhone or iPad, there is (for me at least) simply no alternative there.

post #29 of 30
If they used results from any POS entry level smart phone from any of the other manufacturers vs the current iPhone then the entire study is invalid. Otherwise it's like comparing bicycles to a Bugatti Veyron Super Sport.
post #30 of 30
Quote:
Originally Posted by Lokifish View Post

If they used results from any POS entry level smart phone from any of the other manufacturers vs the current iPhone then the entire study is invalid. Otherwise it's like comparing bicycles to a Bugatti Veyron Super Sport.

So are you suggesting they leave such phones out of the "marketshare" figures as well?

A market dominated by iPhones and cheap low-mid range Android phones.

You can't have your cake and eat it too.
Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
Reply
Better than my Bose, better than my Skullcandy's, listening to Mozart through my LeBron James limited edition PowerBeats by Dre is almost as good as my Sennheisers.
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