Apple iPhone tops J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

As wireless manufacturers have struggled to find ways to differentiate themselves with advanced features and technology since 2011, price has become an increasingly important driver in the device selection process, according to the J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study — Volume 1 released today.

“Over the past three years, wireless OEMs have focused on advanced technology and features to edge out the competition, however, with such similar technology across carriers and devices offered, price is becoming a key component in the selection process,” said Kirk Parsons, senior director of telecommunications services at J.D. Power, in a statement. “To get ahead of the competition and satisfy customers, manufacturers must meet the expectations of customers, ensuring the features they want next are intuitive and rewarding. 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 positive wireless experience.”

Key findings:

• More than one-fifth (21%) of smartphone owners cite “price” as the main reason they chose their particular device, an increase from 13 percent in the 2011 U.S. Wireless Smartphone Satisfaction Study—Volume 2.

• While smartphone owners continue to cite “features” as the primary reason for selecting their device (35%), the rate has declined significantly from the 2011 Vol. 2 study (57%).

• Reasons for purchase have an impact on customer satisfaction and future loyalty. Selecting a smartphone device based on price generates significantly lower levels of satisfaction (808 on a 1,000-point scale) and repurchase rates (18%) than selections based on product-specific reasons such as operating system (860 and 35%, respectively).

• In 2014, the average purchase price for smartphone devices has increased and owners are less likely to receive a discount. On average, smartphone owners indicate that their device cost $202 in the

• 2014 Vol. 1 study, an increase from $174 in the 2011 Vol. 2 study. More than half (52%) of owners have received a discount on their smartphone in 2014 Vol. 1, compared with 60 percent in the 2011 Vol. 2 study.

• When asked which features they would like on their next device, smartphone owners most often cite seamless voice control (36%); built-in sensors that can gauge temperature, lighting, noise and moods to customize settings to the environment (35%); and facial recognition and biometric security (28%).
Overall satisfaction with smartphone devices is highest among AT&T customers (844), followed by Sprint (839); T-Mobile (835); and Verizon Wireless (829) customers. Overall satisfaction among smartphone owners is 837.

The 2014 U.S. Wireless Smartphone Satisfaction Study—Volume 1 is based on experiences evaluated by 13,237 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between September 2013 and February 2014. The study measures customer satisfaction in four factors: performance (31%); physical design (23%); features (23%); and ease of operation (23%).

J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

Source: J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study – Volume 1


  1. Sadly, our Windows Phones will never be as good as iPhone. We should have named it ZunePhone in honor of its failure. You know it’s bad when even Android is more popular than Windows…and they are slavish copiers! Guess I should drink our problems away with Bald Ballmer at the local bar; after we do a saucy, Bollywood themed twerk-off. Sigh…

    1. I agree with you. Apple really does innovate, and they even put honest, original phone makers in their place. I love Sony, because of their innovative games, but I might skip on the PS4 and get an Apple TV…if they add iOS on it.

  2. This is exactly what I was talking about in another thread. If Apple is ranked like this constantly, then why do some detractors say that Apple has “lost its magic”. Apple is a successful company with a strong, loyal fanbase, and all this only shows that we are still in an Apple Golden Era.

    1. I hope you’ve decided to go into hiding. The Apple Bears smell your honey and are on their way to disembowel you. How dare you offer a realistic counter-narrative?

  3. Interesting numbers. I guess the grouping is rather tight because if you hated your phone you’d get a different one.

    James – bloggers attack Apple because it gets them hits. No one cares if a blogger rants about how HTC is failing, for example.

  4. Damn! Then this very dissatisfying thing happened:

    Samsung Galaxy S5 owners hit by fatal camera error problem
    Permanent camera conk-outs reported on pricy earslabs from Apple rival

    US carrier Verizon acknowledged the flaw in a post to Twitter on Friday, and said it would replace devices affected by the flaw.

    __Galaxy S5 customers who see “Warning: Camera Failed”
    __please contact @VZWsupport & we’ll work to resolve it,
    __including replacing the device.

    — Verizon Wireless (@VZWnews) April 25, 2014

    Darn Oh Darn Samsung!

    Cheap crap…

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