J.D. Power ranks Apple first in US customer satisfaction, followed by Nokia and Samsung
J.D. Power, one of the leading research firms, just issued its annual US mobile customer satisfaction survey, polling 9,767 smartphone customers and 6,759 feature phone users in a study that finished December last year.
The survey participants were customers that have been using their handset for less than a year, and rankings were made according to several factors with a different weight in the overall score: for smartphones these were performance (33%), physical design (23%), features (22%) and ease of operation (22%).
Apple scored highest among the people surveyed, collecting 855 out of a thousand points, with particular satisfaction stemming from its physical design and ease of operation criteria. After Apple came Nokia, then Samsung, Motorola, HTC, LG, and BlackBerry.
As for feature phones, LG topped the charts, whereas Nokia took second place. The average score of the study was 796 points, meaning that people were largely content with their handsets. As per Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates: