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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%).

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posted on 07 Sep 2012, 17:38 11

1. Mxyzptlk (Posts: 3697; 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: 4690; 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: 480; 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: 2336; 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: 8; Member since: 24 Sep 2010)


Yes. Better phones.

posted on 07 Sep 2012, 20:24 3

24. blazee (Posts: 284; 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: 6274; 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: 6274; 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: 1505; 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: 4; 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: 2336; 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: 7118; 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: 7118; 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: 4690; 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: 7118; 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: 7118; 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

posted on 07 Sep 2012, 23:38 1

50. Sniggly (Posts: 7118; Member since: 05 Dec 2009)


And that's fine. I don't find anything wrong with those who try their options and then decide on what they like. I just don't like people who don't put any effort whatsoever into exploring their potential choices.

posted on 07 Sep 2012, 18:36 1

17. kingpet13 (Posts: 139; Member since: 02 Feb 2012)


Read the fine print. It says the study is not of statistical significance. Also the rating wasn't entirely based off survey results but also J.D. Power's study. So, it could be right on or it could be wy off.

posted on 07 Sep 2012, 21:41 2

32. 305Bucko (Posts: 506; Member since: 07 Aug 2011)


its JD Power... only company thats more relevant is consumer reports. The studies are pretty accurate.

If you owned an apple product and had to go to an applestore for repair, you would see why the rating is so high. My guess is that they give the employees drugs... cuz they are ridiculously nice. I MEAN IT PISSES ME OFF that they are so nice.

posted on 07 Sep 2012, 17:41 5

5. moofoodooloo (Posts: 137; Member since: 04 Jan 2011)


Haters gun' hate, but this really isn't even debatable.

posted on 07 Sep 2012, 17:43 5

6. Jay_F (Posts: 236; Member since: 29 Nov 2011)


Wow, that's not even close... I can't say I'm all that surprised with Apple's fanbase, sometimes it can be seen that Apple can do no wrong.

posted on 07 Sep 2012, 20:27 3

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


Or maybe people are just happy with the iphone they have?

posted on 07 Sep 2012, 21:55 1

36. networkdood (Posts: 6274; Member since: 31 Mar 2010)


Especially, in the states, where people do not like to make a change - once someone is slave to itunes, that person does not realize that one can break free while bringing most of their purchases with them, if one knows what and how to do so.

posted on 07 Sep 2012, 17:51 2

7. Paradox (Posts: 123; Member since: 08 Aug 2012)


Apple only sell one phone which is a high end. Android manufacturers sell a variety of phones, including ones under £100, so it is not possible to say apple is better than everyone else.

posted on 07 Sep 2012, 19:03 1

19. Jay_F (Posts: 236; Member since: 29 Nov 2011)


Yes it is.

posted on 07 Sep 2012, 21:47 2

33. 305Bucko (Posts: 506; Member since: 07 Aug 2011)


its not possible? They can and just did. Accept it, and move on.

btw GMC and Ford make a lot of models too, so does that mean that Lamborghini and Ferrari can be part of the survey?

posted on 08 Sep 2012, 15:41

60. Paradox (Posts: 123; Member since: 08 Aug 2012)


Who did? You are obviously an apple fan, sticking up for apple even though all logic is against you.

posted on 07 Sep 2012, 17:55

8. quakan (Posts: 1199; Member since: 02 Mar 2011)


This is random and off topic, but I was just thinking about how Apple could name the next iPad and what the current model's name could be (this could work with the iPhone as well if they drop the numbering system). In theory, couldn't Apple continue to call all of their future iPads "the New iPad" as long as they referred to the old ones by year? For example, their lineup next year could be listed as the New iPad and the iPad (2012 Model). That could easily distinguish the models, that way customers won't be confused which one they are getting.

posted on 07 Sep 2012, 17:56

9. khmer (Posts: 93; Member since: 21 Jun 2012)


American must stop buying and boycott American companies made products oversea with cheap labors and sale high price in America. If want buy any products made oversea buy Samsung, Sony, LG, etc. Whatever you buys your money will be sent oversea by American companies or foreign companies. But to support American jobs please don't buys from American companies until they bring those jobs back to America.

posted on 07 Sep 2012, 21:55 3

37. 305Bucko (Posts: 506; Member since: 07 Aug 2011)


HAHAHA that was good. Made me laugh...

sooo what manufacturer makes cellphones in the US? We arent talking about potatoes, corn, or cotton here bud lol

posted on 07 Sep 2012, 21:56 1

38. networkdood (Posts: 6274; Member since: 31 Mar 2010)


There is some truth in what you say - APPLE has people believing that they are buying an AMERICAN product.

posted on 07 Sep 2012, 18:05 4

11. PAPINYC (banned) (Posts: 2315; Member since: 30 Jul 2011)


8736 is not even 1/100,000th of 1% of the global population using smartphones; they probably surveyed the 8736 people in Cupertino, California, for these mAniPulAtAted iResults.

posted on 07 Sep 2012, 18:20 1

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


Why would there be a surprise that nokia scired low? They suck! Seriously i tryed windows phone on the nokia lumia and it was a nice browser but the phone sucked. Apple iphone 4....sexy desighn, good camera, apps galor, and priced at 100 bucks only. Im pretty sure people are happy about this. So yes it makes sense apple is on top. Plus theyre custy care is amazing and untouched.

posted on 07 Sep 2012, 21:58 1

39. networkdood (Posts: 6274; Member since: 31 Mar 2010)


well, the iphone 4 was always worth only 100.00, while the nokia lumia is 49.99 and lower. Windows has less apps, for now, and is just not a popular choice.

posted on 07 Sep 2012, 18:47 1

18. bigbmc26 (Posts: 41; Member since: 10 May 2012)


There's nothing surprising here. JD power surveys in all industries come down to perception. If a product is perceived by the public as good, it will get great scores. Even if people have problems, they will still say they are satisfied. This is classic, lol. I could say I've had great customer service and a wonderful experience with every Nokia and BlackBerry I've had, but it wouldn't matter because they both have negative perceptions right now. Sometimes we have to think for ourselves people and stop trusting the masses...

posted on 07 Sep 2012, 19:16 2

22. rusticguy (Posts: 2828; Member since: 11 Aug 2012)


HTC above Samsung despite mising deadlines on ICS upgrades? Or is it just another another another (umpteenth) media hype just before relase of "Next" (word lifted from Sony's NXT series ... apple seems to be fascinated/inspired by Sony) iPhone.? Interesting!

methid seems flawed if they don't do normalization of data. Many a times a customer who buys a expensive stuff feels ashamed to admit that a bad buying decision/mistake was made :)

posted on 07 Sep 2012, 21:59

40. networkdood (Posts: 6274; Member since: 31 Mar 2010)


I never go by how well a company upgrades their products - at least with cell phones - I just go to XDA and get my upgrade there - I have done this with an HTC TILT, N7, Captivate and RAZR.

posted on 07 Sep 2012, 23:41 1

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


rusticguy.....u do have to remember that alot of people where having alot of build quality issues with theyre s3's and sammy didnt make it the easiest process. Not to mention sammys voice quality issues too. Alot people were returning s3's because theyre ecoeing on calls. also Htc latest one series phones are all gorgeous! i have yet to see anybody that is upset with any of them. So it makes sense that htc would score higher. They honestly are a better company anyways. We will see some.good stuff coming soon from htc

posted on 07 Sep 2012, 20:47 1

27. gwuhua1984 (Posts: 1237; Member since: 06 Mar 2012)


I didn't expect HTC to be so high up.

posted on 07 Sep 2012, 21:32 3

30. Savage (unregistered)


That's the only thing Apple's good at. Customer satisfaction. Glad to see something keeps them afloat.
Happy to see HTC so high up. Wonder why they are losing market shares.

posted on 07 Sep 2012, 22:00

41. networkdood (Posts: 6274; Member since: 31 Mar 2010)


There over the phone reps, many a time, are working at home when you call them. I have called them on behalf of friends, and I will say that they are knowledgeable and friendly.

posted on 07 Sep 2012, 23:35 1

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


Well here u have it guys. Apple won a billion dollars cuz samsung copied them; nothing but excuses. Now once again apple shines and is awarded best in customer satisfaction and still there is nothing but nonsense being said. a bunch of bogus excuses. just except it! why r u gonna now question jd? "oh this isnt even legit" shut up. who cares! jesus christ u droid fans r so annoying and stupid. so childish

posted on 07 Sep 2012, 23:49

52. Sniggly (Posts: 7118; Member since: 05 Dec 2009)


And you're flipping out for no reason. So much for pretending to be calm and reasonable.

posted on 08 Sep 2012, 00:21 1

53. pikapowerize (banned) (Posts: 1869; Member since: 03 May 2012)


i think these analyst give their subjects on what OS is the best...

in terms of quality, Nokia and RIM are really top notch!!! but i think they survey about apps and games that the platform will give them and both of them are not that good...

posted on 08 Sep 2012, 00:28 1

55. wendygarett (unregistered)


this prove that apps is the core satisfaction among the customer :)

posted on 08 Sep 2012, 17:08

62. pikapowerize (banned) (Posts: 1869; Member since: 03 May 2012)


and its really sad that they think that way!!

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