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Apple tops J.D. Powers smartphone satisfaction survey by carrier

Apple tops J.D. Powers smartphone satisfaction survey by carrier
On Thursday, Apple topped J.D. Powers smartphone satisfaction survey by carrier. Measuring how the device scored for performance, physical design, features, and ease of operation, the iPhone topped the scoring for AT&T, Verizon, Sprint and T-Mobile. In each survey, Apple beat out Samsung by a small margin. The study took place between September 2013 and February 2014 and covered 13,237 smartphone customers who have owned their phone for less than a year, and are a customer of a Tier 1 carrier (Verizon, AT&T, Sprint and T-Mobile).

Overall, smartphone customers are the most satisfied with their handset at AT&T (844) followed by Sprint (839), T-Mobile (835) and Verizon Wireless (829). Overall smartphone satisfaction tallied an 837. While 35% of Smartphone buyer cited "features" as their number one reason to buy a particular phone,  that particular reason is not as important as it was back in 2011, when it was cited by 57% as their main reason to purchase a specific brand.

Interestingly, J.D. Power discovered that the reasons why you buy a certain smartphone model can help predict if you are going to like the phone. Those who selected a certain model because of price, are less likely to be satisfied (808 out of 1000) and will have lower repurchase rates (18%) than those who select a smartphone because of the operating system (860 and 35% respectively).

J.D. Powers also asked smartphone buyers for the most requested features that they are looking for in a new handset. A larger screen...did not make the list. What did make the list was seamless voice control (36%), built-in sensors that help users customize settings related to the environment (35%), and facial recognition and biometric security (28%). Pricing has also risen. The average smartphone cost $202 in the latest survey, up from $174 in the 2011 Volume II  survey. 52% of those in the new survey said that they received a discount when purchasing their phone, down from the 60% who received a discount in the 2011 Volume II survey. For that, you can 'thank' T-Mobile.

The iPhone has won eight consecutive J.D. Powers Awards for smartphone customer satisfaction. That means it has won every year since the OG Apple iPhone was released in 2007.


source: J.D.Power via 9to5Mac

57 Comments
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posted on 24 Apr 2014, 21:08 2

1. Ninetysix (Posts: 2464; Member since: 08 Oct 2012)


Again? Didn't they win this last year as well?

edit: They did..

http://www.phonearena.com/news/J.D.-Power-ranks-Apple-first-in-US-customer-satisfaction-followed-by-Nokia-and-Samsung_id41087

posted on 24 Apr 2014, 21:26 1

5. PBXtech (Posts: 1032; Member since: 21 Oct 2013)


Yeah, says so in the article. I didn't even need a link to see that, but thanks anyway.

posted on 24 Apr 2014, 21:47 3

10. Topcat488 (Posts: 1396; Member since: 29 Sep 2012)


Well they did have a monkey using ipads and stuff, so yeah, if a monkey can operate it, their phones are easy to use... O.o
http://www.cnet.com/news/orangutans-monkey-around-with-ipads-at-zoo/

posted on 24 Apr 2014, 21:51

11. Ninetysix (Posts: 2464; Member since: 08 Oct 2012)


OoooOO..you sure got them there!

posted on 25 Apr 2014, 15:22

56. RORYREVOLUTION (Posts: 3109; Member since: 12 Jan 2010)


Here we go again, knew it before I even clicked on the article that this clown would be posting his article links.

Get a life dude.

posted on 25 Apr 2014, 15:36

57. Ninetysix (Posts: 2464; Member since: 08 Oct 2012)


Honestly, that's what I call a cool story bro. Such a riveting tale, I honestly copy and pasted it to word, saved on my hard drive, backed it up on a jump drive, drove to the bank, put the jump drive in the safe deposit box, and will leave it there until my kids turn about 12 (when they can actually state their age, and ask what it is I'm showing them), when I will pick it up, put it in an old USB drive reader and relay this cool story to them and tell them, "kids, this is what a cool story should look and sound like...not like the stories your generation tells."

posted on 24 Apr 2014, 21:10 2

2. dontneedtoknow (Posts: 158; Member since: 17 Feb 2014)


I think Apple has one of the best customer service! I like hp because of the same reason.

posted on 24 Apr 2014, 21:33 9

7. Neo_Huang (Posts: 1067; Member since: 06 Dec 2013)


Yes, but Apple users are really being blinded by how overpriced and overrated their iProducts are.

posted on 24 Apr 2014, 22:37 5

15. Sauce (unregistered)


HP…Are you kidding me? My old HP laptop was on RECALL and I still was being forced to pay $50 for "over the phone tech support". More like overseas phone bills.

posted on 24 Apr 2014, 21:21

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


I never had a need for after market assistance - I suppose it is good that APPLE was the best as they sure charge an awful lot for mediocrity....

posted on 24 Apr 2014, 21:24 3

4. Taters (banned) (Posts: 6474; Member since: 28 Jan 2013)


HTC better take note. Be more like this rather than making an enemy for life by giving me 7 deal breaking flawed handsets in a row.
Most People would ban you after one or two tops. I gave them 7 and they still can't get it right.

posted on 24 Apr 2014, 21:27

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


so, you bought your device directly and not with the carrier? I guess that is the tradeoff - buy from a carrier, pay a lot more, and they take care of your warranty. Or, buy online and deal with a company from a very long distance...

posted on 24 Apr 2014, 21:36 1

8. PBXtech (Posts: 1032; Member since: 21 Oct 2013)


I'd bet this is a perfect example of OEM's taking a negative hit for having more phones being available. When I look at the G2 on T-mobile, it scores 4.6 stars, but in this survey LG scores poorly. When you look at how many LG phones T-Mobile offers, some aren't that stellar.

posted on 24 Apr 2014, 21:38

9. Quezdagreat (Posts: 428; Member since: 05 Apr 2012)


Here comes the outside looking in haters

posted on 24 Apr 2014, 22:07

13. hung2900 (Posts: 956; Member since: 02 Mar 2012)


Samsung haters also. Look at the rank and the points of Samsung.

posted on 24 Apr 2014, 22:14

14. Ninetysix (Posts: 2464; Member since: 08 Oct 2012)


Well they did have a lizard using a Galaxy Tab and stuff, so yeah, if a lizard can operate it, their phones are easy to use... O.o

http://youtu.be/dClfcMas6FY

posted on 24 Apr 2014, 22:41 1

19. protozeloz (Posts: 5396; Member since: 16 Sep 2010)


Nah still not satisfied, until a snake can handle it at most

posted on 24 Apr 2014, 23:04

37. PapaSmurf (Posts: 10457; Member since: 14 May 2012)


For a phone made out of "ugly plastic," they did one hell of a job.

posted on 24 Apr 2014, 21:52 4

12. 0xFFFF (Posts: 3806; Member since: 16 Apr 2014)


J.D. Powers is obviously just making up fake stuff for the sake of brainwashing the public. This section in particular made me laugh:

"J.D. Powers also asked smartphone buyers for the most requested features that they are looking for in a new handset. A larger screen...did not make the list. What did make the list was seamless voice control (36%), built-in sensors that help users customize settings related to the environment (35%), and facial recognition and biometric security (28%)."

Even Apple knows and admits customers want larger screens. All this other stuff is right off the NSA's todo list.

posted on 24 Apr 2014, 22:40 1

17. Sauce (unregistered)


Are you upset that Apple topped the charts in EVERY U.S. carrier?
Or upset they were #1….Again.

Apparently, J.D. Power never lies when it's any other company besides Apple lol.

posted on 24 Apr 2014, 22:44 1

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


to be honest, I have never consulted JD POWERS when it comes to choosing a device - I do read reviews and go into a store to see it for myself. The last 2 devices I bought I actually just bought them without ever trying them and have not been disappointing.
So, the point is, popular is not always better. I used to work for a company that took calls for issues concerning smartphones, and when it came to iPhones, customers were very irate with APPLE, at times.
Overall, I have to hand it to APPLE - they have created a slick marketing campaign and they have stores to help customers - other companies rely on carriers, and in some cases deal with customers directly, and that is not always fun, either.
I am just glad that I never had to deal with any of this and only once had to do a warranty exchange.

posted on 24 Apr 2014, 22:50 2

25. Sauce (unregistered)


The point in my comment was directed toward people who praise these silly review companies, then loath them when their company isn't in favor.

Me, personally, I could care less about companies like these. Never have I relied on these websites. What I like is what I buy. If I don't like it, I won't buy it again. So, from looking at the many iPhone's I have purchased, I am very satisfied with Apple and their products. Issues: Yes, there has been issues for me. But in terms of how long that issue has stayed around, never too long, as Apple has outstanding customer service.

posted on 24 Apr 2014, 22:53

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


So, you sound like someone who is ok with paying more because you get that extra bit of service in return. That sound about right?

posted on 24 Apr 2014, 22:55

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


Sauce, I think he has a good point about JD POWERS stating what they found are the features that customer want the most.
Although, they probably worded it differently, since most people have no clue what bio-metric security is...lol

posted on 24 Apr 2014, 23:01 1

33. Sauce (unregistered)


Just asked my sister (12 years old) "What does "bio-metric security mean?"

"Your home button has bio metric security…."

posted on 24 Apr 2014, 23:05

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


lol, I am not sure if I should believe that, but, 99% of the people in America would have no clue what that was...

posted on 24 Apr 2014, 23:08 1

41. Sauce (unregistered)


She's quite a smart girl. Been on High Honors twice so far in her first year of middle-schooI. She has a good future ahead of her.

I think it depends who you ask in America honestly. Not trying to sound demographically or educationally arrogant.

posted on 24 Apr 2014, 23:13

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


Nah, that is cool. Our country is getting dumber with the Common Core crappola. My wife is graduating this May with her AA. She tells me all sorts of stories about our educational system.
My autistic son is getting A/Bs - finally - having his best year of school, to date. The big dude is really in Minecraft and gaming on the XBOX and ipod - watches stuff on Youtube quite a bit - scares me at times, though, with what he is picking up.

posted on 24 Apr 2014, 23:16

47. Sauce (unregistered)


Totally agree. Americas educational system is going down the drain.
Thats awesome for your son and his good grades. Actually made me happy to hear that :)

posted on 24 Apr 2014, 22:44 3

23. protozeloz (Posts: 5396; Member since: 16 Sep 2010)


I'm sorry but in terms of satisfaction iPhone has had it, I'm just glad to see how close the gap has become making this rather insignificant, most consumers are enjoying their devices and that's awesome

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