Apple tops J.D. Power smartwatch survey; Samsung beats out Garmin for fitness bands
J.D. Power announced on Tuesday, the results of its 2016 Smartwatch Device Satisfaction Report and its 2016 Fitness Band Device Satisfaction Report. On the top of the smartwatch report was Apple with a total of 852 points. The Apple Watch ranked highest in customer satisfaction, comfort, style and ease of use. In second place was Samsung with 842 points. Sammy's smartwatches scored high for customer service, screen size and phone features. 1000 points is the highest possible score.
According to the survey, 19% of smartwatch wearers have had one or more problems with their wearable. The most common (29%) is not having enough battery life. 23% had trouble customizing their watch, and 22% suffered with a broken charger (ouch!). Needless to say (but we will say it anyway), satisfaction percentages decline sharply when a smartwatch owner has a device with two or more problems.
Turning to the 2016 Fitness Band Device Satisfaction Report, Samsung's 859 points topped Garmin's 836. The former scored high in customer satisfaction, reliability, comfort and ease of use. Garmin won raves for customer service, ease of use, strength, durability and reliability.
J.D. Power's survey looked at a number of different factors. For smartphones, in order of importance, they were: ease of use; comfort; battery life; phone features; price; strength/durability; display size; styling/appearance; reliability; apps available; and customer service. For fitness bands, the factors looked at included: reliability; strength/durability; ease of use; battery life; price; variety of features; comfort; styling and appearance; display size; apps available; and customer service.
source: J.D.Power via BGR
J.D. Power's survey looked at a number of different factors. For smartphones, in order of importance, they were: ease of use; comfort; battery life; phone features; price; strength/durability; display size; styling/appearance; reliability; apps available; and customer service. For fitness bands, the factors looked at included: reliability; strength/durability; ease of use; battery life; price; variety of features; comfort; styling and appearance; display size; apps available; and customer service.
"Both the wearable fitness tracking device and smartwatch marketplaces are evolving as more and more brands are offering updated devices with new features and services. However, it is important that device manufacturers focus on offering a product that is reliable at a price that is perceived as good value based on its features. Those that do so early in the game may improve their opportunity to increase satisfaction, customer loyalty and repurchase intention."-Kirk Parsons, senior director, J.D. Power
source: J.D.Power via BGR
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