Apple Tops J.D. Power Smartphone Satisfaction Rankings By Significant Margin

MacRumors · Mar 21, 2013, 12:18 PM

Apple has topped the J.D. Power 2013 Wireless Smartphone Satisfaction Study, landing above competitors like Nokia, Samsung and Motorola. In fact, Apple is so well regarded that it is the only smartphone maker with a ranking above average.

The study measured satisfaction among 9,767 customers who had used their current smartphone for less than one year, and looks at performance, physical design, features and ease of operation. The firm said Apple "performs particularly well in physical design and ease of operation."

Quote:

The Wireless Smartphone Satisfaction Study finds that satisfaction among smartphone customers is 796 (on a 1,000-point scale), an increase of 22 points from 2012. This improvement is likely due to a growing array of new features and services being offered that are providing a seamless product experience between the operating system functions and third-party apps. While satisfaction in all factors of the smartphone customer experience increases from 2012, satisfaction has increased the most in performance (26 points), as a few key attributes, such as operating system reliability, processing speed and video/camera picture quality, have improved significantly.

Apple also led the rankings in 2009, 2010, and 2011, and it is the ninth consecutive time that Apple has led the biannual ranking. Apple links the survey prominently on its 'Why iPhone' page.

Article Link: Apple Tops J.D. Power Smartphone Satisfaction Rankings By Significant Margin

Shrink · Mar 21, 2013, 12:25 PM

Not everybody buys one, but those who do have an iPhone seem to like it.

Of course, that excludes most of the posters on MR's iPhone Forum!

pezj · Mar 21, 2013, 12:29 PM

I am a big fan of my iPhone 4S. Having said that... I was a bigger fan when it ran iOS5 and didn't glitch or die at 7% battery.

MacDawg · Mar 21, 2013, 12:30 PM

Very satisfied with all the ones I have owned:
3GS, 4, 4s and 5

jav6454 · Mar 21, 2013, 12:33 PM

Quote:

Originally Posted by pezj

I am a big fan of my iPhone 4S. Having said that... I was a bigger fan when it ran iOS5 and didn't glitch or die at 7% battery.

Thats your battery calling it quits. Time to replace. Same thing happened to me.

baryon · Mar 21, 2013, 12:37 PM

Strange that despite all the "lack of innovation" (and lack of a 27 inch screen) people are still the most happy with iPhones!

srxtr · Mar 21, 2013, 12:38 PM

Quote:

Originally Posted by MacDawg

Very satisfied with all the ones I have owned:
3GS, 4, 4s and 5

Prepaid plan?

EDIT: I myself have owned 3G, 4, and now 5. 2 year contracts

Eugene-DL · Mar 21, 2013, 12:40 PM

Duh. Nobody else could offer such an experience.

vmachiel · Mar 21, 2013, 12:40 PM

See this is the stuff that matters. Screw those gimmicks that you never use, when you are satisfied with something you are happier.

MacDawg · Mar 21, 2013, 12:40 PM

Quote:

Originally Posted by srxtr

Prepaid plan?

EDIT: I myself have owned 3G, 4, and now 5. 2 year contracts

AT&T contracts

I currently have 7 devices on my plan

Stepdaughter - iPhone 4
Wife - iPhone 4s
Me - iPhone 5
Stepdaughter - iPad 1
Wife - iPad Mini
Me - iPad 3
Me - iPad Mini

nazaar · Mar 21, 2013, 12:43 PM

love my iPhone... even though (IMO) the OS needs an update, but again I'm still happy with my phone.

Snowy_River · Mar 21, 2013, 12:46 PM

Quote:

Originally Posted by MacRumors

... In fact, Apple is so well regarded that it is the only smartphone maker with a ranking above average...

There's always one kid in the class that blows the curve for all the rest!

SILen(e · Mar 21, 2013, 12:57 PM

1. Good for Apple

2. I still think it should become a crime to make graphs with scales that don't start at zero

boshii · Mar 21, 2013, 12:59 PM

This study was obviously done before the S4 unveiling

bassfingers · Mar 21, 2013, 01:22 PM

"People are only satisfied because of that little apple logo on the back"

-that guy

Don't be that guy

Radio · Mar 21, 2013, 01:33 PM

Significant margins ?

That's 6.9% difference on average

I'd hardly call that significant.

SILen(e · Mar 21, 2013, 01:51 PM

Quote:

Originally Posted by Radio

Significant margins ?

That's 6.9% difference on average

I'd hardly call that significant.

If all your real competitor's are around 79% satisfaction, with no competitor truly better than the others, it's definitely significant to be at 85% satisfaction.

This is a "There's Apple - and then there's the rest" graph.

rMBP13 · Mar 21, 2013, 02:04 PM

Apple iPhone is the golden standard for all smartphones

cdmoore74 · Mar 21, 2013, 02:05 PM

Quote:

Originally Posted by baryon

Strange that despite all the "lack of innovation" (and lack of a 27 inch screen) people are still the most happy with iPhones!

Thus the reason for the iphone 5s. The average user does not care. And the Apple fan will buy regardless. Apple essentially created a cult of followers.
I would not be surprised if iOS remains basically the same because of this recognition. Why change something if people don't complain?

BaldiMac · Mar 21, 2013, 02:10 PM

Quote:

Originally Posted by cdmoore74

Thus the reason for the iphone 5s. The average user does not care. And the Apple fan will buy regardless. Apple essentially created a cult of followers.

"Essentially" doesn't mean "Here is an irrational reason based on a stereotype, so that I don't have to change my POV to fit reality."

smirking · Mar 21, 2013, 02:12 PM

Quote:

Originally Posted by Radio

That's 6.9% difference on average

I'd hardly call that significant.

It's actually much higher than a 6.9% difference because the lowest score is not 0% and the highest score is not 100%. This is actually a pretty big gap.

Now, I think you can argue that part of the is merely due to ingrained psychology. If you bought a luxury product that was touted as the best and you paid more for it too, you're much less likely to be willing to be critical about it. On the other hand, Apple has earned that halo for the time being.

Moshe1010 · Mar 21, 2013, 02:19 PM

Because having an iPhone these days get you laid much faster. Who wouldn't be satisfied?

KdParker · Mar 21, 2013, 02:23 PM

Quote:

Originally Posted by boshii

This study was obviously done before the S4 unveiling

Really... the S4 doesn't have many improvements over the SGIII.

More like an SGIII(s) (using apples naming convention.)

daneoni · Mar 21, 2013, 02:28 PM

Apple is doomed.

/s

smithrh · Mar 21, 2013, 03:00 PM

Quote:

Originally Posted by daneoni

Apple is doomed.

/s

...and Android is winning!

/s

Mar 21, 2013, 12:25 PM	#2
Shrink macrumors Demi-God Join Date: Feb 2011 Location: New England, USA	Not everybody buys one, but those who do have an iPhone seem to like it. Of course, that excludes most of the posters on MR's iPhone Forum! __________________ Two things are infinite, the universe and human stupidity; and I'm not sure about the universe. -- Albert Einstein
	14

Mar 21, 2013, 12:37 PM	#6
baryon macrumors 68020 Join Date: Oct 2009	Strange that despite all the "lack of innovation" (and lack of a 27 inch screen) people are still the most happy with iPhones! __________________ Sent from my iPod Shuffle
	6

Mar 21, 2013, 12:40 PM	#9
vmachiel macrumors 6502a Join Date: Feb 2011 Location: Holland	See this is the stuff that matters. Screw those gimmicks that you never use, when you are satisfied with something you are happier. __________________ 2010 MBP, 2.4 GHz i5, 8 GB RAM, 240 GB SSD; 32GB iPhone 4S; 16 GB iPhone 3GS; 32 GB Wifi iPad (3rd gen)
	0

Mar 21, 2013, 02:28 PM	#24
daneoni macrumors G4 Join Date: Mar 2006	Apple is doomed. /s __________________ 15" MBP Core i7 \| 27" ACD \| AEBS \| 5G iPod \| iPhone 5 \| 3G Apple TV \| iPad mini
	0

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Mar 21, 2013, 12:29 PM	#3
pezj macrumors member Join Date: Jun 2012	I am a big fan of my iPhone 4S. Having said that... I was a bigger fan when it ran iOS5 and didn't glitch or die at 7% battery.
	1

Mar 21, 2013, 12:30 PM	#4
MacDawg Demi-God (Moderator) Join Date: Mar 2004 Location: "Between the Hedges"	Very satisfied with all the ones I have owned: 3GS, 4, 4s and 5
	2

Mar 21, 2013, 12:40 PM	#8
Eugene-DL macrumors newbie Join Date: Mar 2011	Duh. Nobody else could offer such an experience.
	2

Mar 21, 2013, 12:43 PM	#11
nazaar macrumors regular Join Date: Oct 2008	love my iPhone... even though (IMO) the OS needs an update, but again I'm still happy with my phone.
	0

Mar 21, 2013, 12:57 PM	#13
SILen(e macrumors regular Join Date: Oct 2012	1. Good for Apple 2. I still think it should become a crime to make graphs with scales that don't start at zero
	3

Mar 21, 2013, 12:59 PM	#14
boshii macrumors 68020 Join Date: Jul 2008 Location: Atlanta, GA	This study was obviously done before the S4 unveiling
	0

Mar 21, 2013, 01:22 PM	#15
bassfingers macrumors 6502 Join Date: Nov 2010	"People are only satisfied because of that little apple logo on the back" -that guy Don't be that guy
	1

Mar 21, 2013, 01:33 PM	#16
Radio macrumors 65816 Join Date: Mar 2012 Location: Central California	Significant margins ? That's 6.9% difference on average I'd hardly call that significant.
	2

Mar 21, 2013, 02:04 PM	#18
rMBP13 Banned Join Date: Feb 2013	Apple iPhone is the golden standard for all smartphones
	1

Mar 21, 2013, 02:19 PM	#22
Moshe1010 macrumors 6502a Join Date: Jun 2010	Because having an iPhone these days get you laid much faster. Who wouldn't be satisfied?
	1