Register FAQ / Rules Forum Spy Search Today's Posts Mark Forums Read
Go Back   MacRumors Forums > News and Article Discussion > iOS Blog Discussion

Reply
 
Thread Tools Search this Thread Display Modes
Old Sep 8, 2011, 03:42 PM   #1
MacRumors
macrumors bot
 
Join Date: Apr 2001
Apple Again Tops J.D. Power Rankings of Smartphone Consumer Satisfaction







J.D. Power today announced (via BGR) the latest results of its semi-annual reports on consumer satisfaction among U.S. smartphone and traditional mobile phone manufacturers. Apple once again topped the list in the smartphone category, marking its sixth consecutive victory in the survey.
Quote:
For smartphones, the key factors are: performance (35%); ease of operation (24%); features (21%); and physical design (20%).

For a sixth consecutive time, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 838 and performs well in all factors, particularly in ease of operation and features. HTC (801) follows Apple in the smartphone rankings.
The survey also measured mobile app usage among smartphone users, finding social networking apps and games to be most popular with over two-thirds of users having downloaded such apps. Over half of smartphone users have also downloaded entertainment apps and travel apps such as for mapping and weather.

Article Link: Apple Again Tops J.D. Power Rankings of Smartphone Consumer Satisfaction
MacRumors is offline   1 Reply With Quote
Old Sep 8, 2011, 03:52 PM   #2
RafaelT
macrumors 65816
 
RafaelT's Avatar
 
Join Date: Jun 2010
Location: Lakeland, FL
That's pretty cool, they are holding onto that title pretty well.
__________________
Current Hardware: Early 2008 15" MacBook Pro - Mid 2010 15" MacBook Pro - iPhone 4 - iPhone 4S - iPhone 5 - iPad 2 - iPod Touch 4th Gen. x 3 - iPad Mini x 2.
Lavu Community
RafaelT is offline   1 Reply With Quote
Old Sep 8, 2011, 03:54 PM   #3
*LTD*
Banned
 
Join Date: Feb 2009
Location: Canada
When even the lowly 3GS outsells a lot of newer smartphones, you know Apple's got their thumb on the winning formula between hardware and software.
*LTD* is offline   3 Reply With Quote
Old Sep 8, 2011, 03:56 PM   #4
zin
macrumors 6502
 
Join Date: May 2010
Location: United Kingdom
Perhaps an event is on the horizon now. We know how they like to showcase this award every year in their keynotes (and there's nothing wrong with that).
zin is offline   0 Reply With Quote
Old Sep 8, 2011, 03:59 PM   #5
Consultant
macrumors G5
 
Consultant's Avatar
 
Join Date: Jun 2007
Surprise, surprise. The other companies still haven't catch up.
Consultant is offline   0 Reply With Quote
Old Sep 8, 2011, 04:20 PM   #6
elppa
macrumors 68040
 
elppa's Avatar
 
Join Date: Nov 2003
It is interesting it is done by manufacturer and not platform.

So a HTC Windows Phone might perform better than a HTC Android Phone. Or a customer may prefer the features on a Samsung Android Phone over a Samsung Windows Phone…
elppa is offline   3 Reply With Quote
Old Sep 8, 2011, 05:21 PM   #7
M-O
macrumors 6502
 
Join Date: Mar 2011
Quote:
Originally Posted by Consultant View Post
Surprise, surprise. The other companies still haven't catch up.
i don't think this is a surprise to anyone.
M-O is offline   0 Reply With Quote
Old Sep 8, 2011, 05:26 PM   #8
Sjhonny
macrumors 6502
 
Join Date: Feb 2011
Location: The land of the cucumbers
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.
__________________
I'm Random, you're number two
Sjhonny is offline   -1 Reply With Quote
Old Sep 8, 2011, 05:31 PM   #9
itsthenewdc
macrumors member
 
Join Date: Jul 2008
Quote:
Originally Posted by Sjhonny View Post
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.
Well, better specs don't necessarily mean better performance. It's a combination of hardware and the software written for it.
itsthenewdc is offline   3 Reply With Quote
Old Sep 8, 2011, 05:57 PM   #10
Zepaw
macrumors 65816
 
Zepaw's Avatar
 
Join Date: Apr 2010
Location: MN
Send a message via AIM to Zepaw
I love Apple/iOS/iPhoen and would give it 5 stars across the board but it is awesome to see a majority agree.

Quote:
Originally Posted by itsthenewdc View Post
Well, better specs don't necessarily mean better performance. It's a combination of hardware and the software written for it.
Exactly. I loved the Samsung Infuse hardware but more times than not the OS couldn't keep up. Same thing when I had a Droid X. The only issues I ever had with my iPhones were from my own clumsiness.
__________________
It's a lair for our space eels. They're fun pets but don't let them anywhere near your anus.
-Chuck D of Public Enemy.
Zepaw is offline   0 Reply With Quote
Old Sep 8, 2011, 06:04 PM   #11
*LTD*
Banned
 
Join Date: Feb 2009
Location: Canada
Quote:
Originally Posted by Sjhonny View Post
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.
Overall USER EXPERIENCE.

Hard to quantify (it has very little to do with raw specs) but easy to recognize. Hence, the general consumer response to Apple products. Ask anyone what this means exactly, and they will probably find it difficult to articulate. But they are nonetheless drawn to it. It's recognizable.

The closest approximation is what results from the synergy between hardware and software. Apple's nailed it.
*LTD* is offline   4 Reply With Quote
Old Sep 8, 2011, 06:05 PM   #12
Kentochan
macrumors 6502
 
Join Date: Feb 2011
Location: Virginia, USA
A perfect score, eh? I expected nothing less from Apple
Keep up the good work
__________________
HTC EVO V 4G | 2011 13" MacBook Pro | Canon EOS 60D
Kentochan is offline   1 Reply With Quote
Old Sep 8, 2011, 06:09 PM   #13
JackAttack!
macrumors member
 
Join Date: Nov 2009
Like a pretty lady

I'm an AV tech and I have been working with our General Contractor (he is in his 60s) on a new buildout. A few months ago he expressed his frustrations with his Blackberry and trying to attach photos to an email. I showed him how to do it in about 10 seconds on my iPhone 4.

Fast forward to a few weeks ago, he comes up to me with his new iPhone 4. He explained how much he liked it by saying

'It's like a pretty girl, that likes me!"

Enough said.
__________________
iPhone4 32GB

MacBook 2.2GHz C2D 4GB DDR2 SDRAM 160GB HDD
iMac 27" i7 8GB (4x2GB) DDR3 SDRAM 1TB HDD
JackAttack! is offline   4 Reply With Quote
Old Sep 8, 2011, 06:09 PM   #14
QuarterSwede
macrumors 604
 
QuarterSwede's Avatar
 
Join Date: Oct 2005
Location: Colorado Springs, CO
They didn't just top the rankings, they wiped the floor with the rest of the manufacturers with a perfect score. None of the others had five stars in any category.
__________________
“In a world of idiots, the average man is king."

"Next to the Word of God, the noble art of music is the greatest treasure in the world." -- Martin Luther
QuarterSwede is offline   3 Reply With Quote
Old Sep 8, 2011, 06:14 PM   #15
*LTD*
Banned
 
Join Date: Feb 2009
Location: Canada
Quote:
Originally Posted by JackAttack! View Post
I'm an AV tech and I have been working with our General Contractor (he is in his 60s) on a new buildout. A few months ago he expressed his frustrations with his Blackberry and trying to attach photos to an email. I showed him how to do it in about 10 seconds on my iPhone 4.

Fast forward to a few weeks ago, he comes up to me with his new iPhone 4. He explained how much he liked it by saying

'It's like a pretty girl, that likes me!"

Enough said.
That's actually a pretty brilliant encapsulation of what's going on.

It seems that Apple devices provide an extra element of pleasure and comfort while an action is being executed on them - and it doesn't come from one single element, but rather, the unit as a whole (which points to the strength of the overall platform/ecosystem.) Yes, you get the results that an effective tool would give you, but there's that extra element that makes you want to keep using it.

Again, tough to articulate. Your colleague used what comes naturally - a metaphor (or more specifically, a simile.) This is probably far more expressive than shooting for an exact definition.
*LTD* is offline   3 Reply With Quote
Old Sep 8, 2011, 06:18 PM   #16
QuarterSwede
macrumors 604
 
QuarterSwede's Avatar
 
Join Date: Oct 2005
Location: Colorado Springs, CO
Quote:
Originally Posted by *LTD* View Post
It seems that Apple devices provide an extra element of pleasure and comfort while an action is being executed on them. Yes, you get the results that an effective tool would give you, but there's that extra element that makes you want to keep using it.
I completely understand this and it drives me nuts that some of my friends don't. It's almost become another topic to avoid like politics.
__________________
“In a world of idiots, the average man is king."

"Next to the Word of God, the noble art of music is the greatest treasure in the world." -- Martin Luther
QuarterSwede is offline   1 Reply With Quote
Old Sep 8, 2011, 06:20 PM   #17
jacobo007
macrumors member
 
Join Date: May 2010
But it can't make phone calls, and don't forget, it doesn't have the full web!
jacobo007 is offline   1 Reply With Quote
Old Sep 8, 2011, 06:27 PM   #18
*LTD*
Banned
 
Join Date: Feb 2009
Location: Canada
Quote:
Originally Posted by QuarterSwede View Post
I completely understand this and it drives me nuts that some of my friends don't.
It's a subtle way of thinking. Does it come down to taste? I don't know.

It might come from the drive or urge to actually *look* for these things in life (and recognize them) - in objects, natural elements, etc.

I like to use the video below as an example. Who else in tech would use typesetting from beautiful books as an example of technology that delights? You'll need part engineer, part designer, part poet to understand how that is significant and more importantly, why that sort of thinking should be integrated into tech. It's an appreciation of subtlety. Once you follow this line of thinking and explore it a bit, you begin to understand what Steve Jobs means by "culture" and "taste" as it relates to tech.

Consumers can certainly feel it and recognize it, but mostly at an emotional level. Which is really all that is needed. Mission accomplished. However, it's nice to be able to explore it further on a conceptual level.

http://www.youtube.com/watch?v=mOgOP...33E4B46987A9BB
*LTD* is offline   1 Reply With Quote
Old Sep 8, 2011, 06:37 PM   #19
wovel
macrumors 68000
 
Join Date: Mar 2010
Location: America(s)!
Quote:
Originally Posted by elppa View Post
It is interesting it is done by manufacturer and not platform.

So a HTC Windows Phone might perform better than a HTC Android Phone. Or a customer may prefer the features on a Samsung Android Phone over a Samsung Windows Phone…
Platforms don't have customers or customer satisfaction, the companies that make and sell products do. Android is not a unified platform that should be counted as a single thing for any purpose. (Unless you consider capable of supporting the most basic featureless apps something worth counting).
wovel is offline   -1 Reply With Quote
Old Sep 8, 2011, 06:56 PM   #20
scottparker999
macrumors member
 
Join Date: Aug 2009
My cooker can grill toast, it can boil water, and it can heat up my beans. However, i prefer to use my toaster, kettle and microwave.

Apple is my toaster, kettle and microwave.
__________________
Sep-2007 2.0GHz MacBook, 80 gig iPod classic, iPhone 3g S⃣ , wireless m-mouse, various WD MyBooks.
scottparker999 is offline   0 Reply With Quote
Old Sep 8, 2011, 07:02 PM   #21
ArtOfWarfare
macrumors 603
 
ArtOfWarfare's Avatar
 
Join Date: Nov 2007
Send a message via Skype™ to ArtOfWarfare
Did anyone else notice that across the board the star ratings were the same from category to category for each company?

It's like they came up with an overall score for each company first, and then copied and pasted it into each category score for the company.
__________________
Don't tell me Macs don't last: 2007 iMac, 2007 Mac Mini, 2008 MacBook Air, all Vintage.
(iMac obsoletion: April 28, 2015, MBA: October 14, 2015, Mac Mini: March 9, 2016)
ArtOfWarfare is offline   -2 Reply With Quote
Old Sep 8, 2011, 07:06 PM   #22
hammerbang
macrumors newbie
 
Join Date: Jun 2010
Quote:
Originally Posted by Sjhonny View Post
Wonder how they define performance & features. Both HTC & Samsung have more/better spec.'ed devices.
I've had half a dozen smartphones before. Nokia, Sony, Palm, Samsung.. I'm from the Philippines. Believe it or not, before North America was using smartphones, we already had smartphones available to every pedestrian.

My point-- after experiencing iPhone I saw how clumsy and totally crappy all the others were. Confusing interface, sluggish response, button chaos. Yes they had some more functions but the ones you like on paper but never get to use them or need them anyway.

iPhone made it easier and smarter. Look at the design of its predecessors and it's hard to deny that iPhone changed smartphones forever. The 5 stars are truly deserve and beyond challenge.
hammerbang is offline   3 Reply With Quote
Old Sep 8, 2011, 07:07 PM   #23
rosalindavenue
macrumors 6502a
 
rosalindavenue's Avatar
 
Join Date: Dec 2003
Location: Virginia, USA
Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_2_10 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8E600 Safari/6533.18.5)

Yet Consumer Reports still doesn't recommend the iPhone 4.
__________________
“It is difficult to get a man to understand something when his salary depends on his not understanding it.” -- Upton Sinclair.
rosalindavenue is offline   -2 Reply With Quote
Old Sep 8, 2011, 07:08 PM   #24
scottparker999
macrumors member
 
Join Date: Aug 2009
Quote:
Originally Posted by ArtOfWarfare View Post
Did anyone else notice that across the board the star ratings were the same from category to category for each company?

It's like they came up with an overall score for each company first, and then copied and pasted it into each category score for the company.
Not true for HTC, Moto, and RIM.
__________________
Sep-2007 2.0GHz MacBook, 80 gig iPod classic, iPhone 3g S⃣ , wireless m-mouse, various WD MyBooks.
scottparker999 is offline   3 Reply With Quote
Old Sep 8, 2011, 07:11 PM   #25
JNSC
macrumors member
 
Join Date: Jul 2011
Wirelessly posted (Mozilla/5.0 (iPod; U; CPU iPhone OS 4_3_5 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8L1 Safari/6533.18.5)

A relative of mine is on US Cellular, and I had shown her an iPhone in an apple store. She said she really wanted one. Now, at that time her phone was pretty outdated so when the store by her house was offering an android something-or-other for free, she got it, but when I showed her some more stuff you can do on an iPhone-and how you go about doing it-she still says she wants an iPhone.

Don't blast me with technical complications, but if apple opened up to ALL carriers, they would dominate so much more than they already do (which by no means is a little amount, just saying they'd be all over everything).
JNSC is offline   0 Reply With Quote

Reply
MacRumors Forums > News and Article Discussion > iOS Blog Discussion

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Similar Threads
thread Thread Starter Forum Replies Last Post
Samsung Tops Apple in Latest J.D. Power Tablet Customer Satisfaction Survey MacRumors iOS Blog Discussion 177 Nov 6, 2013 06:17 PM
Apple Tops J.D. Power Smartphone Satisfaction Rankings for Five Years Running MacRumors iOS Blog Discussion 20 Oct 19, 2013 08:55 PM
Apple Tops Personal Computer Customer Satisfaction for Tenth Straight Year MacRumors Mac Blog Discussion 21 Sep 19, 2013 10:50 AM
Apple Still Tops in Cellphone Customer Satisfaction, but Losing Ground to Samsung and Others MacRumors MacRumors.com News Discussion 73 May 27, 2013 10:07 PM
Apple Tops J.D. Power Smartphone Satisfaction Rankings By Significant Margin MacRumors iOS Blog Discussion 56 Apr 5, 2013 04:22 PM

Forum Jump

All times are GMT -5. The time now is 10:32 PM.

Mac Rumors | Mac | iPhone | iPhone Game Reviews | iPhone Apps

Mobile Version | Fixed | Fluid | Fluid HD
Copyright 2002-2013, MacRumors.com, LLC