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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66 Comments

1. Mxyzptlk unregistered

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

10. Droiddoes unregistered

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

12. gallitoking

Posts: 4721; Member since: May 17, 2011

they may copy the design but not the customer experience

15. -POLICE-

Posts: 8; Member since: Aug 23, 2012

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

44. neutralguy

Posts: 1152; Member since: Apr 30, 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.

20. amiaq

Posts: 509; Member since: Jun 30, 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.

21. E.N.

Posts: 2610; Member since: Jan 25, 2009

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

25. Lift_Off

Posts: 152; Member since: Apr 04, 2012

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

64. Michael Lyles unregistered

Yes. Better phones.

24. blazee

Posts: 414; Member since: Jan 02, 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.

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...

35. networkdood

Posts: 6330; Member since: Mar 31, 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.

34. networkdood

Posts: 6330; Member since: Mar 31, 2010

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

45. bucky

Posts: 3774; Member since: Sep 30, 2009

It does exactly what it's supposed to.

57. anywherehome

Posts: 971; Member since: Dec 13, 2011

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

2. Snapdragon

Posts: 5; Member since: Sep 07, 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.

23. E.N.

Posts: 2610; Member since: Jan 25, 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.

28. wendygarett unregistered

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

31. 305Bucko

Posts: 506; Member since: Aug 07, 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?

54. wendygarett unregistered

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

56. wendygarett unregistered

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

3. Yummy

Posts: 117; Member since: Mar 28, 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.

4. Sniggly

Posts: 7305; Member since: Dec 05, 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.

14. serious9010

Posts: 254; Member since: Jul 20, 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.

42. Sniggly

Posts: 7305; Member since: Dec 05, 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?

46. gallitoking

Posts: 4721; Member since: May 17, 2011

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

47. Sniggly

Posts: 7305; Member since: Dec 05, 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.

16. ftyler223

Posts: 140; Member since: Aug 06, 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.

43. Sniggly

Posts: 7305; Member since: Dec 05, 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.

48. ftyler223

Posts: 140; Member since: Aug 06, 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

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