Apple Music Beats Spotify, Pandora, and Others in J.D. Power Customer Satisfaction Study

Discussion in ' News Discussion' started by MacRumors, Sep 28, 2016.

  1. MacRumors macrumors bot


    Apr 12, 2001

    Apple Music has been ranked the highest in overall customer satisfaction among seven streaming music brands that were compared in a new study by J.D. Power. Based on 4,482 individuals who have paid for a subscription music service in the last six months, J.D. Power's inaugural music study measured six key areas in each service: performance and reliability, ease of use, cost of service, content, communication, and customer service.

    Based on a 1,000 point scale, Apple Music ranked highest with a score of 834, followed by Rhapsody (826), Pandora (825), and Spotify (824), while the industry average was ranked as 822. Apple Music earned five out of five total "power circle" marks in three categories, meaning it's "among the best" in content, performance and reliability, and ease of use. The service earned four out of five power circles in cost of service, communication, and customer service, earning it a "better than most" descriptor in these areas.

    J.D. Power discovered a few key findings in its study, including a direct correlation between paid streaming services and higher customer satisfaction. These premium services earned a 19 point advantage over freemium options, specifically excelling in the customer service and communication categories. Streaming services that support peripheral devices -- like smartwatches, home automation controllers, and virtual reality -- also saw higher satisfaction over services that don't offer these alternative music streaming methods.

    An interesting sticking point in the music streaming conversation lately, J.D. Power found that exclusive content "improves customer advocacy." In total, 74 percent of people who stream these exclusive tracks said they "definitely will" recommend their service, in comparison to 54 percent of people who do not listen to exclusive music but would also recommend their streaming platform to a friend.

    A detailed look at the performance of each service in the six categories can be found here

    Ultimately, J.D. Power found that the "social" aspect of each service is what seems to be driving activity, with "fully engaged" listeners who share and consume the playlists of other users among the most satisfied customers. Passive listeners (who don't share their content or listen to other users' content) account for the largest piece of the streaming industry at 44 percent, followed by fully engaged listeners at 29 percent, followers at 22 percent (those who don't share their music, but consume content of others), and finally sharers at 5 percent (the inverse of followers).

    In the bottom spots of the study are TuneIn, Amazon Prime Music, and Google Music, with all three ranking between average and poor in the content and ease of use categories. With streaming services here to stay, more companies are planning to introduce Apple Music and Spotify-like music on demand competitors instead of focusing on free radio streaming options.

    The most recent measure of Apple Music had the service topping 17 million subscribers and continuing to grow at a steady rate. Despite J.D. Power's discovery that exclusive content is generating user advocacy for each service that supports it, Apple Music has found itself in hot water lately because of its reliance on such tactics.

    Article Link: Apple Music Beats Spotify, Pandora, and Others in J.D. Power Customer Satisfaction Study
  2. ButteryScrollin macrumors 6502a

    Jul 29, 2014
  3. Z400Racer37 macrumors 6502a

    Feb 7, 2011
    Honestly, I tried Spotify, and it was horrible. All I wanted was a good dubstep channel, and literally every sone I got sucked. Is this atypical or something? Because Pandora and Apple Music blew them out of the water...
  4. LordVic macrumors 603

    Sep 7, 2011
    JD power rankings gain MacRumors?

    come on. these are bunk. they've been bunk in the automotive world, They're basically the equivelant of "pay to win" ratings
  5. spoa94 macrumors 6502a


    Oct 12, 2011
    New Orleans, LA
    Of course it is. Best Music streaming app around... for iPhones.
  6. bcroft686 macrumors member


    Sep 17, 2015
    Minneapolis, MN
    I see a lot of bad reviews for Spotify in the App Store - but these mostly people who do not know what free vs premium is, and complain about commercials. I personally love Spotify.
  7. driceman macrumors 6502


    Mar 13, 2012
  8. blacktape242 macrumors 68000


    Dec 17, 2010
    Sacramento, CA
    im happy with apple music. The new redesign is even nice.
  9. Amacfa macrumors 68000


    May 22, 2009
    Have to agree. Although Apple Music isn't perfect, it's definitely better than the rest for my uses.

    JD rates Apple Music the highest, but the gap isn't that big from pandora and Spotify, which I agree with.
  10. _mdavenport macrumors regular


    Aug 23, 2015
    California, USA
    Interesting. Although I personally enjoy Apple Music, I wouldn't have expected it to beat Spotify in customer satisfaction.
  11. 6836838 Suspended

    Jul 18, 2011
    Lol ridiculous! Also Apple Music users most likely have less musical ears given the desire we witness here for BT headphones etc. I think Spotify users are a little more demanding and refined in their musical needs!
  12. npmacuser5 macrumors 65816


    Apr 10, 2015
    Overall, most seem satisfied with the streaming of music.
  13. happydude macrumors 65816


    Sep 2, 2006
    a gasping dying planet
    if they hadn't doubled the amount of swipes it takes to do anything in apple music's app, i'd agree. hate the new interface and not just because it's new. been long enough to get a hang of it, it's just more steps and more annoyance to do anything. outside that, the curated playlists, suggested songs based off history and likes, and overall content delivery, i like better than spotify and pandora. unusual for apple to be missing the mark on interface but higher in content.
  14. 6836838 Suspended

    Jul 18, 2011
    Meaningless data. That's less than a 1% point difference!!!!

    Good old manipulation of statistics! haha
  15. kingpushup macrumors regular

    Jun 24, 2013
  16. LordQ Suspended


    Sep 22, 2012
    Redesign is very good but I hate that there's no way to edit or clear Up Next, the Shuffle and Repeat buttons being hidden and the fact that you need AM subscription to see Lyrics.
  17. Larry The L Suspended

    Jun 9, 2016
    This would have never happened if Steve Jobs were still alive. And it's JDPowerGate!!
  18. Will.O.Bie macrumors 6502


    Aug 29, 2016

    Now even comes with lyrics. It's a nice touch or option if you wanna sing along to a new track you discovered. I suppose Spotify, Pandora, Apple Music is all but a choice and a preference. There is no "better" streaming music service than the other. It all depends on whom you ask.
  19. dmelgar macrumors 68000

    Apr 29, 2005
    They all scored very close. Out of 822 points there one point difference? Apple Music filters out all the freemium users.

    Why wasn't Tidal included? Best sound quality with lossless streaming.
  20. Ries macrumors 68020

    Apr 21, 2007
    What is the margin of error? If its 2% no one knows who is best.
  21. Larry The L Suspended

    Jun 9, 2016
    Not at all. First of all, BT headphones can sound fabulous. I can't wait for the upcoming apple bt earpieces. And most spotify users I know have no appreciation for fine sound. They just want the music.
  22. Will.O.Bie macrumors 6502


    Aug 29, 2016

    Nothing is ever free in this world (except the air you breathe) :p
  23. GenesisST macrumors 68000


    Jan 23, 2006
    Where I live
    They might not be related, but the the "dots" don't really show that they are all relatively close the the industry average.
    If one were to look only at the dots, one would think that Amazon and Google are totally atrocious.

    The standard deviation from those numbers is 5.7 (on 820-ish), not that relevant. (3.6 if you remove Apple).

    That said, Apple Music is above the rest, and does bring the standard dev up all by itself.

    Still, Spotify user here. To be honest, the only thing that I miss is Siri support, but that's not gonna happen.

    In short, all decent services, nothing wrong with using one over the other!
  24. maxsix Suspended


    Jun 28, 2015
    Western Hemisphere
    It's important to remember Spotify is the enemy of Apple and it's Devotees. Here in the Apple focused forum it's only natural that a large contingent will always sing Apple's Praises.
  25. DrumApple macrumors 6502a

    Jan 30, 2009
    Oh, well if JD Power thinks Apple Music will bring me greater satisfaction I better drop Spotify right away!

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