x PhoneArena is hiring! Reviewer in the USA
  • Hidden picShow menu
  • Home
  • News
  • Apple once again comes out on top of customer satisfaction survey, Nokia oddly low

Apple once again comes out on top of customer satisfaction survey, Nokia oddly low

Apple once again comes out on top of customer satisfaction survey, Nokia oddly low
J.D. Power and Associates has come out with its annual report on customer satisfaction for the mobile industry, and once again Apple has taken the top spot on the survey. Not surprisingly, RIM/Blackberry ranks pretty badly, but we were surprised to see Nokia where it is on the list. The study incorporates the opinions of 8,736 smartphone owners, who were surveyed between January and June of 2012. We would prefer to see a much bigger sample size, given the millions upon millions of smartphone users there are, but J.D. Power and Associates does have the track record in these things, and are pretty trustworthy. 

Apple once again comes out on top of customer satisfaction survey, Nokia oddly low
Apple once again came out on top of the satisfaction rankings, coming in 59 points higher than the closest competitor which was HTC. In fact, Apple's ranking is 54 points higher than where it came in last year, which is a pretty sizeable bump. Motorola saw its rating go up by 14 points, but still dropped to 4th place, despite ranking second last year. Samsung saw the biggest jump after Apple, up 48 points to move into 3rd place. Nokia is also on the rise compared to last year, but customer satisfaction doesn't seem to be as high as critical reviews of the Lumia handsets. 

More interesting may be the other observations made by the study, which found that regardless of device, customers were more satisfied with their smartphone if they used social networking apps and games, compared to those that didn't. In both cases, average customer ratings were in the low 800s for those who used social networking or games, compared to ratings around 750 for those that didn't. 

Additionally, the study found that 19% of smarpthone users bought their device based on price, but the top key factors in determining the satisfaction level with a device banked heavily on performance (33%), followed by physical design (23%), features (22%), and ease of operation (22%).

66 Comments
  • Options
    Close






posted on 07 Sep 2012, 17:38 11

1. Mxyzptlk (Posts: 14309; Member since: 21 Apr 2012)


Top notch service is Apples specialty. No one comes close.

posted on 07 Sep 2012, 18:03 19

10. Droiddoes (unregistered)


I'll give you that, they do have great customer service. Their products however leave MUCH to be desired.

posted on 07 Sep 2012, 18:07 7

12. gallitoking (Posts: 4720; Member since: 17 May 2011)


they may copy the design but not the customer experience

posted on 07 Sep 2012, 18:24 20

15. -POLICE- (Posts: 8; Member since: 23 Aug 2012)


"Copy the design"......! Samsung coped iPhone, iPhone copied LG, LG copied SONY! It's called evolution!

posted on 07 Sep 2012, 22:33 2

44. neutralguy (Posts: 1152; Member since: 30 Apr 2012)


"Samsung coped iPhone, iPhone copied LG, LG copied SONY! It's called evolution"

But apple patented the design to make it as its own.

History really repeats itself. It's like tesla and and edison all over again. Someone pioneers it and someone patents it to claim it as its own.

posted on 07 Sep 2012, 19:07 6

20. amiaq (Posts: 509; Member since: 30 Jun 2012)


iPhone users remind me of the people who were under the communist USSR, they "loved" communist to pieces without knowing what else out there.

posted on 07 Sep 2012, 19:16 6

21. E.N. (Posts: 2610; Member since: 25 Jan 2009)


except we do know what else is out there...

posted on 07 Sep 2012, 20:25 2

25. Lift_Off (Posts: 152; Member since: 04 Apr 2012)


hahahaha seriously. but according to android fans, you don't.

posted on 08 Sep 2012, 21:15 1

64. Michael Lyles (Posts: 10; Member since: 24 Sep 2010)


Yes. Better phones.

posted on 07 Sep 2012, 20:24 3

24. blazee (Posts: 413; Member since: 02 Jan 2012)


Well all these manufacturers(except for Apple) release number of phones with different starting price points. Obviously the lower end models are not up to par with performance, features and ease of use as the high end models. If the survey was based only on the high end products by these manufacturers then i bet you the ratings would have been much closer to those of Apple, if not higher.

posted on 07 Sep 2012, 20:53 6

29. wendygarett (unregistered)


FANDROID will never have an happy life when they keep bashing on every Apple article... Eventhough the Ics and jb is light year ahead of ios...

You fandroid should get a real life in order to gain satisfaction tho...

posted on 07 Sep 2012, 21:53 4

35. networkdood (Posts: 6330; Member since: 31 Mar 2010)


I never shop around seeing how good a company is supposedly good at customer service. If I go to a store and it has decent service with good prices, then I may buy. With iphone, their users are being reamed, so they better have great service.

posted on 07 Sep 2012, 21:51 1

34. networkdood (Posts: 6330; Member since: 31 Mar 2010)


Well, that is good, as the phone is like a 'plain jane' with an old and boring UI/OS.

posted on 07 Sep 2012, 22:47

45. bucky (Posts: 2704; Member since: 30 Sep 2009)


It does exactly what it's supposed to.

posted on 08 Sep 2012, 07:49

57. anywherehome (Posts: 971; Member since: 13 Dec 2011)


Eg? Or just boring sentences like iOS is? :)

posted on 07 Sep 2012, 17:39 7

2. Snapdragon (Posts: 5; Member since: 07 Sep 2012)


HTC is doing suprisingly well for customer satisfaction. In reality though, the only major reason that I've seen a lot of people pick Samsung lately is because of brand recognition. When I ask random people at school why they picked a Galaxy S3, they say because they like Samsung as a company who makes good TV's and other electronics. It's not really about specs most of the time.

posted on 07 Sep 2012, 19:21 3

23. E.N. (Posts: 2610; Member since: 25 Jan 2009)


I do feel like brand recognition does come into play somewhat. The Samsung GSIII is a good device, but when compared to phones like the Evo LTE/One X, I just don't see what features justifies Samsung's wide-scale success and HTC's struggles. It really confuses me. Have you seen the HTC One X's screen? It's crazy beautiful.

posted on 07 Sep 2012, 20:50 3

28. wendygarett (unregistered)


When you compare to previously jd surveys... Htc satisfaction is actually dropping... HTC should listen to customer more often otherwise...

posted on 07 Sep 2012, 21:36 2

31. 305Bucko (Posts: 506; Member since: 07 Aug 2011)


Im assuming that in previous JD surveys they were #1 ???

because according to this they are #2. When you say "dropping" it sound like they have been tumbling down the list, but in reality they are in 2nd place. Or am I missing something?

posted on 08 Sep 2012, 00:24 3

54. wendygarett (unregistered)


they remained #2, but the satisfaction dropped from 4star to 3star... have you noticed?

posted on 08 Sep 2012, 07:38

56. wendygarett (unregistered)


Previous JD survey: as at march 2012
htc: 798
samsung : 769
moto : 758

posted on 07 Sep 2012, 17:40 2

3. Yummy (Posts: 117; Member since: 28 Mar 2012)


Ha. I went to an apple store once to mess with an employee and he got mad because I said the iPhone 5 would be see through with a floating keyboard and a projector built in and he got mad :D either way that was the day I bought my 4s and my atrix 2. Customer satisfaction? Yeah I think so.

posted on 07 Sep 2012, 17:41 5

4. Sniggly (Posts: 7305; Member since: 05 Dec 2009)


I'd like to know exactly what questions were on that survey.

Overall, unsurprising. The majority of customers are still going to be on single core, Android handsets running Gingerbread or lower while Apple customers could usually be handed a brick with an Apple logo and find it satisfying.

And the 4S, admittedly is a much better phone than the 4 was.

I'll be interested to see survey results next year.

posted on 07 Sep 2012, 18:21 7

14. serious9010 (Posts: 254; Member since: 20 Jul 2012)


You're just a head in the sand android user. You are generalising people and you are ignorant. And your comments are usually backed up with a dozen of raging fandroid sheep.

posted on 07 Sep 2012, 22:05 1

42. Sniggly (Posts: 7305; Member since: 05 Dec 2009)


I would hardly call being on the front lines of retail a position of ignorance.

How many iPhone 5 buyers do you think there are who will have bothered to actually explore the pros and cons of any alternatives?

posted on 07 Sep 2012, 22:59 3

46. gallitoking (Posts: 4720; Member since: 17 May 2011)


not only iphone buyers ... as lots of people get an Android only because is free on contract.. dont think they do any research...

posted on 07 Sep 2012, 23:06 1

47. Sniggly (Posts: 7305; Member since: 05 Dec 2009)


*Lots*?

Some. And if they come into a store and are looking at models rest assured people like me try to steer them away from the bad ones.

posted on 07 Sep 2012, 18:27 5

16. ftyler223 (Posts: 140; Member since: 06 Aug 2012)


Sniggly but thats just that....apple doesnt make any low end devices. thats where android messes up. at least with an iphone youll see every update for the next 3 yrs so they keep the pwople happy. its not just cuz the logo. give apple some credit where its due they didnt start the smarrphone game, but they changed it and thats why they are the best. kind of like jordan to basketball.

posted on 07 Sep 2012, 22:08 1

43. Sniggly (Posts: 7305; Member since: 05 Dec 2009)


You're right about Apple not making low end devices. However, it's disingenuous to claim that the phone will get every update for the next three years. First, you won't get full updates, and second, Apple is awful at optimizing updates for its older phones.

posted on 07 Sep 2012, 23:27 3

48. ftyler223 (Posts: 140; Member since: 06 Aug 2012)


they do a better job.than google does. look we could go at it for days. i work at verizon. ive been in the game for 4 plus yrs. i basically try every new droid every new iphone. i run through like 3 phones a month. the only phone i still keep and always come back to is the iphone. i couldnt tell u why. i just feel like apples device is more crisp and just feels better. just my personal preference i just like the iphone os

Want to comment? Please login or register.

Latest stories