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J.D. Power ranks Apple first in US customer satisfaction, followed by Nokia and Samsung

posted by Daniel P. / Mar 21, 2013, 10:27 AM

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:

As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat.

It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.

source: J.D.Power

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40 Comments

1. rusticguy

Posts: 2828; Member since: Aug 11, 2012

Just 10K smartphone users surveyed for all smartphones combined?

posted on Mar 21, 2013, 10:36 AM 4

5. Nathan_ingx

Posts: 4769; Member since: Mar 07, 2012

...and you think that's the reason Samsung didn't make it to the top? :P But jokes aside, too less for a survey this big.

posted on Mar 21, 2013, 10:43 AM 4

7. Aeires unregistered

I was surprised design was weighted the most, figured features would be because that's what you use your phones for.

posted on Mar 21, 2013, 11:02 AM 0

12. wendygarett unregistered

Jdpower mostly surveys automobil satisfaction, and sadly to tell you, they focus even more design when it comes to car...

posted on Mar 21, 2013, 11:12 AM 0

18. rusticguy

Posts: 2828; Member since: Aug 11, 2012

Well, remember Dr Ancel Keys? He rejected 14 countries data an d took only 7 countries just to prove that LOW FAT (hence high CARB) is great for health. Look what his LOW FAT FAD did ... produced most obese nation on earth. Sometimes the design of survey/experiment is done based on what end results are needed ... not saying it was so in this case :D

posted on Mar 21, 2013, 11:36 AM 0

22. Muzhhur

Posts: 261; Member since: Sep 14, 2012

well, I think many user wont tell the truth about their choices 'cause probably fell a little bit stupid, many that already have nokia, apple or samsung devices are lying... this smarthphones bring some good xperience but all of them are not perfect

posted on Mar 21, 2013, 11:59 AM 0

26. TheMan

Posts: 494; Member since: Sep 21, 2012

Sounds like someone didn't do well in Statistics 101. You don't need a large sample size get to a statistically significant result, especially since the survey centers on manufacturers, not models. Even a few hundred (per phone maker) is overkill. The only reason they'd need more is if they plan to slice the data along different parameters, like age group or geography.

posted on Mar 21, 2013, 12:16 PM 2

30. rusticguy

Posts: 2828; Member since: Aug 11, 2012

yea 50 should be sufficient theoretically. When you are generating data based on "perception" and not some science then all those statistics 101 don't apply ... haven't you seen how EXIT Polls fail most of the time?

posted on Mar 21, 2013, 1:11 PM 1

2. Nathan_ingx

Posts: 4769; Member since: Mar 07, 2012

Not surprised Apple made it to the top... But Nokia did a good job, and so did LG in the features department.

posted on Mar 21, 2013, 10:37 AM 17

11. wendygarett unregistered

Jdpower is a California company, if you know what I mean :) I'm shocking that Nokia managed to be second, last year it placed below LG... Huge satisfaction...

posted on Mar 21, 2013, 11:10 AM 10

21. asingha94

Posts: 295; Member since: Apr 08, 2012

Apple sucks but very happy to see nokia & lg made a good job....my lumia 920 rocks & also my two year old optimus 2x running like a champ & i never got any problem with both of those!!they deserve that place..

posted on Mar 21, 2013, 11:48 AM 6

24. TheMan

Posts: 494; Member since: Sep 21, 2012

I don't buy the "it's a California company, so go figure" argument, but this survey is misleading. Why? When you ask people about their Apple phone it's really just two models, to speak of. (That's also somewhat true with Nokia since they offer but a handful of smartphones in the U.S.) When you ask about any other maker, it's several, maybe even dozens of models, from high end to low end, typically. So, JD Powers is blending the SG3 experience with, say, a Samsung Focus (a Windows Phone). Basically, it's an apples-to-oranges comparison. :P

posted on Mar 21, 2013, 12:04 PM 2

3. sonofzeus

Posts: 95; Member since: Jul 05, 2012

i have a nokia phone and I am totally dissatisfied with the product,my next phone will not be a nokia

posted on Mar 21, 2013, 10:37 AM 2

4. mousesports

Posts: 286; Member since: Feb 28, 2013

i am very curious what kind of phone you got , or maybe you are a samboyfan ?

posted on Mar 21, 2013, 10:42 AM 13

8. Nathan_ingx

Posts: 4769; Member since: Mar 07, 2012

Greek Gods don't use phones...he doesn't own any.

posted on Mar 21, 2013, 11:07 AM 11

10. freebee269

Posts: 542; Member since: Aug 10, 2012

Probably someone that says they have a Nokia but really doesn't just for the sake of hating on Nokia. I have a lumia 920 and I am satisfied with it. I also have an lg optimus g with 4.1.2 jelly bean on it and am satisfied with that also.

posted on Mar 21, 2013, 11:09 AM 14

43. Salazzi

Posts: 537; Member since: Feb 17, 2014

I don't like the plastic design of the old generation nokia phones (920, etc) but am REALLY digging the new stuff they'll have coming out like the 930 and the ICON they currently have out (though only for verizon dammit).

posted on Apr 24, 2014, 10:11 PM 0

17. Johnnokia

Posts: 1158; Member since: May 27, 2012

Seriously ?? Nokia earns very few money from Nokia care because very very few phones came back to be fixed.

posted on Mar 21, 2013, 11:30 AM 8

20. asingha94

Posts: 295; Member since: Apr 08, 2012

Big fat liar!!you never had a nokia fone then!!

posted on Mar 21, 2013, 11:42 AM 4

6. Quezdagreat

Posts: 428; Member since: Apr 05, 2012

iPhone tops the list for the 9th time? I guess all of the people who complain about them never owned one

posted on Mar 21, 2013, 10:51 AM 11

31. rusticguy

Posts: 2828; Member since: Aug 11, 2012

Well they never complained as they were scared to be told that they were doing it wrong ...

posted on Mar 21, 2013, 1:12 PM 1

33. gallitoking

Posts: 4721; Member since: May 17, 2011

and how do you know? I am a consumer and a happy one.. is ok for you to hate Apple but dont speak on our behalf...

posted on Mar 21, 2013, 1:31 PM 3

37. rusticguy

Posts: 2828; Member since: Aug 11, 2012

There's a difference between : "Don't Like" and "Hate". First learn to reconcile to that fact then we can discuss ... because in Apple camp it seems both mean the same thing from what you wrote :)

posted on Mar 21, 2013, 3:19 PM 1

9. lauremar

Posts: 181; Member since: Feb 29, 2012

J.D. Power = Apple, Inc. stock/share holders... Hence the article! LMFAO

posted on Mar 21, 2013, 11:07 AM 5

38. Ninetysix

Posts: 2964; Member since: Oct 08, 2012

You dumb bro? If they own AAPL, they'll badmouth apple since their shares are down.

posted on Mar 21, 2013, 3:26 PM 0

13. ryq24

Posts: 875; Member since: Oct 17, 2011

Nokia feature phone are very good quality wise! But their touchscreen phones is another story.

posted on Mar 21, 2013, 11:16 AM 1

15. LonghornTech

Posts: 50; Member since: Mar 14, 2013

Are you serious? You've obviously never owned one.

posted on Mar 21, 2013, 11:21 AM 7

14. cyko969

Posts: 49; Member since: Mar 23, 2010

Go Nokia!

posted on Mar 21, 2013, 11:19 AM 14

25. xperiaDROID

Posts: 5629; Member since: Mar 08, 2013

Nokia rocks!!!

posted on Mar 21, 2013, 12:05 PM 9

16. Canadian_user

Posts: 5; Member since: Mar 20, 2013

J.D. Power is another US flag waver...Just like they do with the big three auto makers. Results can be bent any way you want. it really is sad when you can no longer trust survey findings due to their hidden agenda.

posted on Mar 21, 2013, 11:25 AM 0

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