Apple's iPhone 3GS has 99 percent satisfaction rate
Customers who flocked to Apple's latest iPhone upgrade were overwhelmingly satisfied with their purchase, but AT&T's network didn't fare nearly as well, a new survey shows.
A total of 99 percent of 200 respondents to a RBC/IQ ChangeWave survey in August said they are satisfied with their iPhone 3GS, with 82 percent of those "Very Satisfied." That's an improvement from the already-stellar statistics on the last two iterations of the iPhone, of which 73 percent of customers gave a superior ranking. Similarly, 94 percent of iPhone 3GS buyers said the product met or exceeded their expectations.
But the iPhone's U.S. carrier, AT&T, was seen as the product's biggest pitfall. When iPhone 3GS owners were asked to rank what they dislike about the product, 55 percent chose the AT&T network. That was followed by the 41 percent who felt the device's battery life is too short, and 8 percent who said their company's IT department doesn't support the product.
The data was released Friday as part of a new report from RBC Capital Markets. Citing customer satisfaction, analyst Mike Abramsky reiterates the company's "outperform" rating for AAPL stock, and maintains a price target of $190.
As for the phone's most-liked features, the touchscreen interface took top honors with 45 percent, followed by ease of use and faster Web browsing. It's likely most who bought the iPhone 3GS knew exactly what they were getting: 41 percent of respondents were migrating from an older version of the product. Switchers from other devices mostly came from Motorola (18 percent), followed in order by Nokia (11 percent), RIM (9 percent), Sanyo (8 percent), and Palm (6 percent).
"iPhone 3GS owners are a highly satisfied group, strongly loyal to Apple, and that Apple innovation (touchscreen, software UI, applications) is what continues to lure new buyers to its smartphones," the report reads. "The benefits to Apple for achieving this premium customer satisfaction include: strong pricing power, high customer lifetime value, powerful, inexpensive viral marketing (recommend to others), increased carrier channel leverage, indirect benefits to Apple's other businesses (e.g. Macs)."
The study demonstrates that Apple customers are just as satisfied, if not moreso, with the iPhone as they are with the company's other offerings, such as the Mac. When compared with other companies in surveys, the Cupertino, Calif. company consistently outperforms its competitors in customer satisfaction and service.
A total of 99 percent of 200 respondents to a RBC/IQ ChangeWave survey in August said they are satisfied with their iPhone 3GS, with 82 percent of those "Very Satisfied." That's an improvement from the already-stellar statistics on the last two iterations of the iPhone, of which 73 percent of customers gave a superior ranking. Similarly, 94 percent of iPhone 3GS buyers said the product met or exceeded their expectations.
But the iPhone's U.S. carrier, AT&T, was seen as the product's biggest pitfall. When iPhone 3GS owners were asked to rank what they dislike about the product, 55 percent chose the AT&T network. That was followed by the 41 percent who felt the device's battery life is too short, and 8 percent who said their company's IT department doesn't support the product.
The data was released Friday as part of a new report from RBC Capital Markets. Citing customer satisfaction, analyst Mike Abramsky reiterates the company's "outperform" rating for AAPL stock, and maintains a price target of $190.
As for the phone's most-liked features, the touchscreen interface took top honors with 45 percent, followed by ease of use and faster Web browsing. It's likely most who bought the iPhone 3GS knew exactly what they were getting: 41 percent of respondents were migrating from an older version of the product. Switchers from other devices mostly came from Motorola (18 percent), followed in order by Nokia (11 percent), RIM (9 percent), Sanyo (8 percent), and Palm (6 percent).
"iPhone 3GS owners are a highly satisfied group, strongly loyal to Apple, and that Apple innovation (touchscreen, software UI, applications) is what continues to lure new buyers to its smartphones," the report reads. "The benefits to Apple for achieving this premium customer satisfaction include: strong pricing power, high customer lifetime value, powerful, inexpensive viral marketing (recommend to others), increased carrier channel leverage, indirect benefits to Apple's other businesses (e.g. Macs)."
The study demonstrates that Apple customers are just as satisfied, if not moreso, with the iPhone as they are with the company's other offerings, such as the Mac. When compared with other companies in surveys, the Cupertino, Calif. company consistently outperforms its competitors in customer satisfaction and service.
Comments
If it isn't true, it's quite believable.
I personally love my iPhone 3G S, but I have a hard time believing ANY survey where customers have a 99% satisfaction rate.
When you see the breakdown it makes a lot more since, and they did only ask 200 people.
Everyone I know who has an iphone, loves it.
If it's true, it comes as little surprise.
"If"?
I read it on the internet so it HAS to be true! Really!
and where do they live ??
Just thought this warm and fuzzy article was funny after reading the negative one that just preceded it.
I guess the survey didn't include any of the people who are suing Apple and AT&T over the MMS?
Just thought this warm and fuzzy article was funny after reading the negative one that just preceded it.
well 110 of them did say they hate AT&T
Who is that one percent ???
and where do they live ??
Probably the ones that use Google Voice.
Any educated individual who researched this purchase (to any extent) before they bought would have known what they were walking into.
I personally love my iPhone 3G. As a PDA, it's great. As a phone (from a network perspective), it leaves a lot to be desired.
As a phone (from a network perspective), it leaves a lot to be desired.
Correct. However in Houston, ATT"s network has improved very well. Still spotty 3G from time to time, but it has improved. I can only imagine when they drop to the 850Mhz spectrum.
Any educated individual who researched this purchase (to any extent) before they bought would have known what they were walking into.
I would venture to guess that alot of the people who own the iPhone never owned another phone that used the 3G service. My guess is based on all the people that were complaining about the cost of the plan.
I can't complain about my ATT 3G experience, I live in an area where I get booming signal 90% of the time so it's worked really well for me. From watching someone with a 3GS phone, I would say the speed is because of the phones mips not the network, in my case.
Customers who flocked to Apple's latest iPhone upgrade were overwhelmingly satisfied with their purchase, but AT&T's network didn't fare nearly as well, a new survey shows.
Same story here in the UK. Everyone loves their iPhone but hates O2's network. Browsing the web on an iPhone in London is pretty much impossible because O2 don't have anywhere near enough network capacity. They're the only network I've ever used in the UK to have total network outages.
I can't wait for a competent carrier to get it.
Correct. However in Houston, ATT"s network has improved very well. Still spotty 3G from time to time, but it has improved. I can only imagine when they drop to the 850Mhz spectrum.
How much longer does Apple's Ties to AT&T last ? it would make sense to me unless they pick up the slack they will loose a lot of the gains they have made sooner or later. Apple will not stand for those type of numbers for long.
Just thinking out loud. If these numbers are even 75% true. What is MS Thinking (or do they even think) coming up with a competing product and branching into areas of related services with the likes of Nokia
If the iPhone were on verizon or Sprint (I get signal from both) I would have got the iphone... sigh.
I personally love my iPhone 3G S, but I have a hard time believing ANY survey where customers have a 99% satisfaction rate.
the survey was taken in an apple store. if you complain about anything apple in there they take you out back and shoot you
AT&T's crappy network hasn't changed one bit since the iPhone 3G came out. What were these people expecting?
Any educated individual who researched this purchase (to any extent) before they bought would have known what they were walking into.
I personally love my iPhone 3G. As a PDA, it's great. As a phone (from a network perspective), it leaves a lot to be desired.
You're wrong. Lots of hype about AT&T upgrading their network for 7.2Mbps:
http://gizmodo.com/5295789/giz-expla...k-really-means
In the end, AT&T fails again. It's almost embarassing, how badly run they are. I can't wait to be able to buy an iPhone that's supported on other networks, not because they're better (try complaining to Verizon about obscure fees) but because it will force AT&T to get better or suffer.