J.D. Power: Apple ranks highest in smartphone customer satisfaction for 8th consecutive time

As wireless phones continue to be integrated in every aspect of consumers’ lives, smartphones are quickly gaining a foothold as the centerpiece of mobile social media. The seamless connectivity offered by mobile social networking applications, such as Twitter and Facebook, play a critical role in overall smartphone satisfaction, according to the J.D. Power and Associates 2012 U.S. Wireless Smartphone Customer Satisfaction Study–Volume 2 and the J.D. Power and Associates 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 2, both released today.

The Wireless Smartphone Customer Satisfaction Study finds that customers who regularly use mobile channels of social media and gaming applications are more satisfied with their device and spend more per month for wireless service than customers who do not. In 2012, 67 percent of smartphone customers indicate they have downloaded social networking applications on their device and report spending more than 100 minutes per week using those applications. Overall smartphone satisfaction among customers using social networking applications is 810 (on a 1,000-point scale), which is 55 points higher than among smartphone customers who do not. Additionally, 69 percent of smartphone customers indicate they have downloaded gaming applications and spend an average of 81 minutes per week playing games. Satisfaction among customers using gaming applications is 61 points higher than among those who do not (813 vs. 752, respectively).

“As the capabilities of wireless phones and their applications continue to expand, allowing customers to more often use their device, handset manufacturers have an opportunity to shape the customer experience and impact satisfaction with better application integration and social networking options,” said Uma Jha, senior director of mobile devices at J.D. Power and Associates, in the press release.

The Wireless Smartphone Customer Satisfaction Study also finds that customers who use gaming applications spend $13 more per month, on average, for their wireless service than those who do not use gaming applications. Likewise, mobile social media application users spend an average of $12 more per month on their service than do customers who do not use social media applications.

The two studies measure customer satisfaction with traditional wireless handsets and smartphones among owners who have used their current mobile device for less than one year. Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional wireless handsets are: performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are: performance (33%); physical design (23%); features (22%); and ease of operation (22%).

For the eighth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 849 and performs well in all factors, particularly in physical design and ease of operation. HTC (790) follows Apple in smartphone rankings.

LG ranks highest in the Wireless Traditional Mobile Phone Satisfaction Study with a score of 726. LG performs well in all four factors.

The studies also find the following key wireless handset usage patterns and purchase trends:

• The cost of a traditional wireless mobile phone averages $56, compared with an average of $66 in 2011. The decline is primarily due to discounts provided by handset providers and wireless service carriers to incentivize sales. Currently, 44 percent of customers report having received a free mobile phone when subscribing to a wireless service.
• Features have become less of a differentiator in the smartphone selection processes due to an influx of competitive offerings from newer manufacturers. Nearly one-half (47%) of customers this year indicate they chose their smartphone primarily because of particular features, such as a camera, the operating system, or social media integration or gaming capabilities, compared with 57 percent just one year ago.
• Nearly one-fifth (19%) of customers this year primarily chose their smartphone based on price, compared with 14 percent a year ago. This may be driven by offers of free or heavily discounted devices from wireless carriers, as 22 percent of customers indicate their smartphone was free, an increase from 18 percent a year ago.
• Nearly two in 10 current smartphone owners report experiencing a software or device malfunction. Malfunctions have a significant impact on overall satisfaction, a gap of 90 points between customers who experience software malfunctions and those who do not (799 vs. 709, respectively). Additionally, satisfaction among customers who indicate their device’s software crashes at least once a week averages 663.

The 2012 U.S. Wireless Smartphone Customer Satisfaction Study–Volume 2 and the 2012 U.S. Wireless Traditional Mobile Phone Satisfaction Study–Volume 2 are based on experiences reported by 8,736 smartphone owners and 6,272 traditional mobile phone owners. Both studies were fielded between January and June 2012.

J.D. POWER 2012 U.S. WIRELESS SMARTPHONE CUSTOMER SATISFACTION STUDY AND 2012 U.S. WIRELESS TRADITIONAL MOBILE PHONE SATISFACTION STUDY

For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visit JDPower.com.

Source: J.D. Power and Associates

MacDailyNews Take: Look at the “Power Circle Ratings.”

All other “smartphones” are “about average” or worse. Only Apple’s iPhone is “Among the best.” There is a whole rating “Better than most” separating Apple’s iPhone from the also-rans, wannabes, knockoffs, and road kill.

Related articles:
J.D. Power: Apple ranks highest in smartphone customer satisfaction for 7th consecutive time – March 16, 2012
J.D. Power: Apple ranks highest in smartphone customer satisfaction for 6th consecutive time – September 8, 2011

12 Comments

  1. And then comes the other 5.6 billion of us that prefer Samsung . Nokia or LG. never heard suck crock. do u people really believe the crab u read at this place. living in a bubble.

    1. This is a customer satisfaction report, not a popularity contest. It’s simply stating that the majority of users are satisfied with Apple, not that no one likes Samsung or Nokia or LG. Stay calm!

    2. no wonder I buy apple stuff..

      not only is their stuff better and superior (as seen by the above customer satisfaction poll plus many other polls)

      BUT as seen from Chris..
      apple haters seem DUMB and STUPID so I figure what they USE and LIKE ( androids, WP etc ) must ALSO be DUMB and STUPID. (do you buy what morons like?)

      . Chris.. it’s a POLL dude.. not an MDN “opinion piece” so where does your “do u people really believe the crab u read at this place. living in a bubble.”?

      (JD powers ranks cars and other products and unlike Consumer Reports it’s not the OPINION of a tester, JD’s Customer Satisfaction poll is a survey of thousands of actual phone users: android, symbian, WP etc. . Apple came in on top 8 times).

    3. SlimDung didnt even make average for overall point score. Slimdung has a score of 782, and the average was 783…lol I’ll never buy SLimDung products, If a phone has SLimDung parts in it, thats another story, and I will purchase them in spite of it containing SlimDung components.

      1. Samsung parts used in apple products are vetted by Apple (some like the A5 A6 chips contain apple designed features) so they are probably better than average samsung parts.

        There have been numerous reports from contract manufacturers that working for Apple is hard as their standards are so high. Occasionally Apple helps the manufacturers by buying equipment like laser cutters or financing entire factories (apple helped finance the Samsung factory in Texas).

    4. Oh, so now you’ve decided to call yourself ‘chris’! Why not ‘edward’ or ‘pat’? Are you schizophrenic, or just a psychopath who enjoys trolling Apple fanatics. OH! I forgot. Samsung PAYS YOU to write this hilarity. Gotta love:

      ‘do u people really believe the crab’…

      But everyone know ‘the crab’ sees all and knows all. To not believe ‘the crab’ is to not believe the sun will rise tomorrow. Perhaps is Samsung believed ‘the crab’ blahblahblah.

      Too silly. They really do pay you too much. 😆

  2. Not only are Samsung components vetted by Apple, they are also made to spec to optimize the particular software, also made by Apple. This union is what makes Apple great. Others may use the same components, but can’t duplicate the symbiotic union Apple is so good at developing with hardware AND software. This where the satisfaction comes in.

    1. Whereas Samsung couldn’t write an operating system to go with their ripoff design hardware to save their diapers. Instead they stick Apple imitation GUI elements on top of a third party Apple imitation OS.

      Oh chris, edward, pat, whoever. You really picked the best company to champion, didn’t you! Oh Samsung, blessed Samsung, author of all we worship in electronics. Do bequeath to use the flowers of your inventive wisdom that we may be enraptured and empowered.

      Yeah right. HardyHarHar. I’m enjoying being on the creative side of technology. 🙂

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