iPhone tops user satisfaction study for seventh consecutive time

iPhone tops user satisfaction study for seventh consecutive time
The new iPhone 4S has not only brought Apple’s most successful quarter in 2011, but it also leaves users happy. Apple’s iPhone topped JD Power’s user satisfaction survey for the seventh time in a row.

HTC came a distant second scoring 801 points on the survey scale. Other companies worth noting were Samsung, Motorola and RIM - all of them with customer satisfaction scores below the industry average.

The situation was particularly bad for Nokia. The Finnish company managed to get only 721 points and it’s rating was just above the now dead Palm.

For users evaluating the factors that would either make or break a smartphone affair, performance was of utmost importance, followed by ease of operation, features and physical design. 4G connectivity was also a factor in the statistics.

What are you most looking for in a smartphone? Do you personally have the same preferences as the users in the survey?

source: JD Power via The Loop

Related phones

iPhone 4s
  • Display 3.5" 640 x 960 pixels
  • Camera 8 MP / 0.3 MP VGA front
  • Processor Apple A5, Dual-core, 800 MHz
  • Storage 64 GB



1. 9_HeLLs_oF_DrOid

Posts: 127; Member since: Jan 02, 2012

I've a doubt. Apple has higher number of "Smartphone features" than HTC. How so? Which features we are considering here??

3. uzairkhan1994

Posts: 17; Member since: Mar 04, 2012


18. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

No sense to argue, they just don't get it. I hope they didn't think Android was going to receive the highest scores. Android saving grace is the slew of device manufactured; everyone from Casio to ZTE manufactures one. Anyway, hope the ICS tastes good. :)

4. rudlie

Posts: 205; Member since: Mar 13, 2012

reading all the content first then u can shout. it's not talk about features but it's talk about the customer satisfaction.

24. bayusuputra

Posts: 963; Member since: Feb 12, 2012

isn't smartphone features part of customer satisfaction? i just can't believe how ignorant those who voted for the iOS.. not trying to be jealous or something, but isn't it a fact that there are more things iOS can't do or don't have compared to android.. people are just so blinded by brand/name..

33. bigboy029

Posts: 74; Member since: Jan 03, 2011

no, customer satisfaction is about how happy people are with their phone. It has almost nothing to do with the number of features. It means that people are satisfied with the number of features the phone has and how well they perform.

29. Shangri-La

Posts: 76; Member since: Oct 04, 2011

Thats because all the iphony users believe what they're told to believe - this is how a phone is supposed to be like, and be happy with it.

2. uzairkhan1994

Posts: 17; Member since: Mar 04, 2012


5. Giggity

Posts: 147; Member since: Nov 17, 2011

839 out of 1000 points and they give 5 stars in every aspects? Sorry JD Powers, your bias study is a complete BS.

16. snowgator

Posts: 3621; Member since: Jan 19, 2011

JD Powers is an extremely respected company who's surveys have been analyzed and accepted by consumers for years. Your going to have to have more of an argument than the fact you do not like the results before you can attack their integrity.

25. bayusuputra

Posts: 963; Member since: Feb 12, 2012

i have that one simple argument to support what Giggity said.. if apple scored 5 stars out of all categories, then why it didn't get a full 1000/1000 score? HTC got 18/25, came out second with 801/1000, which is quite close to what iPhone got, which is 839/1000, but yet iPhone scored a full 25/25 stars.. 4% equals to 7 stars? yeah, so credible..

6. andro.

Posts: 1999; Member since: Sep 16, 2011

Its easily to have satisfied customers when their all under your mental control!

12. andro.

Posts: 1999; Member since: Sep 16, 2011

Haha! The human body cannot function without a brain,maybe you should download an anatomy app on your ipod,iphone and ipad to check that out to verify

7. arcq12

Posts: 733; Member since: Oct 13, 2011

Isn't the sales numbers of the 4S not enough to tell you guys that the iPhone users are not only more than satisfied, but also attracts others to get one. Not because the iPhone can't give you want you need or want doesnt mean that it's a useless phone. Different people have different needs and preferences. I had the iPhone 3GS before and I liked it but I need better customization so I switched to my HTC Desire HD and I'm never coming back.

8. c.hack

Posts: 614; Member since: Dec 09, 2009

When My Droid X (and its X2 replacement) crashed at least once a day in my car when playing music or podcasts and emitted an ear piercing screech until I pulled the battery (IN THE FRIGGIN CAR), that defined Android satisfaction for me. GB on the Moto Droids was known to be fatally buggy from its release until patched 5 months later! How can Android hope to compete in satisfaction when most of the phones are riddled with bugs, apps FC all the time, they have poor battery life, and many have poor quality screens. Compared to once or twice a day reboots of my Droid X / X2, I've only had to reboot my iPhone once in 5 months - probably due to a Verizon network outage.

10. iamcc

Posts: 1319; Member since: Oct 07, 2011

Yes, your Motorola sob story is heart wrenching. No, we don't care.

13. Sniggly

Posts: 7305; Member since: Dec 05, 2009

So you've had two Android phones, one of which does suck (the X2) and one of which did get a buggy update. Yet you can judge all Android phones based on this? Bulls**t.

28. drtech

Posts: 135; Member since: Mar 16, 2012

The droid x line were Motorola's flagship phones.

34. Sniggly

Posts: 7305; Member since: Dec 05, 2009

The X was. The X2 wasn't in any way. The X had a buggy update to 2.3 but was an excellent phone, and got an update which fixed it.

20. kellkeezy

Posts: 57; Member since: Dec 17, 2011

Call it a sob story all you want to, but the fact remains people inheriently move away from a brand name to another if they are faced with constant issues with what ever product they have. We are born to find the deepest satisfaction out of anything we buy, considering money doesnt grow on trees.Those Barista or iSh**p, that are so commonly refered, are also our parents, grandparents, aunts, and uncles. You know the baby boomers that were split down the middle on grasping technology fully as it progressed or nothing at all. Most just want the "basic and easiest smartphone" since us sales reps are telling them that Feature phones are going away in the next few years. And god forbid they dont like an android and have issues several times a month. If you want people to know how amazing the Android OS can be instead of wasting time on here bashing people go out and convience others of how incredible the OS and Phones can be. Sincerly, Android/iOS user

23. Sniggly

Posts: 7305; Member since: Dec 05, 2009

Thanks for he advice. I do that already. On a daily basis.

26. bayusuputra

Posts: 963; Member since: Feb 12, 2012

"If you want people to know how amazing the Android OS can be instead of wasting time on here bashing people" Whuuutt?!? as if the sheeps never do that..

11. ikkuh

Posts: 42; Member since: May 22, 2011

I would lei too if i bought a 649,00 euro mobile with a small 3.5" screen and lots of limitations. What else can you do :)

14. theindianguy

Posts: 90; Member since: Sep 30, 2011

HTC really is a very good brand. their low end phones (wildfire and wildfire s) dont lag that much as compared to Samsungs offerings, they have a solid build quality and they try to update most of their phones. But only problem, they use snapdragons which don't perform well. Hope the S4 turns things around.

15. snowgator

Posts: 3621; Member since: Jan 19, 2011

Samsung was obviously hurt by their low and offerings, most of which are complete trash. The Galaxy series is extremely successful, and makes me wonder why they can't make good, cheap phones. Strictly as a personal note, my guess is that Nokia is getting slammed for their Symbian offerings. Be interesting to give them a year and a half and see how they improve with their WP devices.

19. Cwebb

Posts: 501; Member since: Oct 05, 2011

Because Samsung is all about the money!

17. Dennis316

Posts: 3; Member since: Mar 14, 2012

why dont they compare specific phone models? apple only makes ONE good phone, all the other manufacturers make high end, low end, entry level, big, small, etc etc. its like comparing a 2011 honda accord ex v6 sedan to the whole ford or chevy line, doesnt make sense

21. chrisbo5

Posts: 31; Member since: Jan 26, 2012

there is no sense arguing why apple got 5 points on every category and was rated higher. the whole world is just in awe about the phone and there is no way of changing that. I rather pay attention to the phones behind is which is more important. I'm happy to see my htc is leading the pack because i've been selling phone for 4 years now and i can honestly say, that i've seen the least amount of issues with htc. my rezound is perfect, and with the ics update, im all set for the next year and a half

22. fastarelli

Posts: 5; Member since: Feb 24, 2012

That's why the iPhone is more well-received than Android, period! Because it does what you NEED it to do and it does it better than any other phone. $600 per share stock prices and $100 Billion more in value than Exxon Mobile proves it. Until Android is worthy of even walking on that field of play Android won't even be in the same league, let alone the same game.

27. bayusuputra

Posts: 963; Member since: Feb 12, 2012

my HTC Desire S still does what i NEED to do and MORE, and does it better than the iPhone.. how do i know? my gf is an iPhone 4 user, i used her phone on daily basis as well.. i know about iPhone as well.. and don't even compare to android, even the newer WP7 is already smoked the iPhone many times.. my gf is already convinced to get the One X after seeing how my Desire S outperforms her iPhone in many way, especially in user experience.. and don't talk about stock prices.. apple got rich not because of iPhone or iOS is a technological marvel.. it is because they sell overpriced phones.. and if you wanna talk about level playing field, how about this, android has more market share than iOS.. it is in the same league, played, and won in the market..

* Some comments have been hidden, because they don't meet the discussions rules.

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