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

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

  1. MacRumors macrumors bot

    MacRumors

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    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.

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    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.

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    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

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  3. Z400Racer37 macrumors 6502a

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    #3
    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

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    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

    spoa94

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    Of course it is. Best Music streaming app around... for iPhones.
     
  6. bcroft686 macrumors member

    bcroft686

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    #6
    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

    driceman

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  8. blacktape242 macrumors 68000

    blacktape242

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    im happy with apple music. The new redesign is even nice.
     
  9. Amacfa macrumors 68000

    Amacfa

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    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

    _mdavenport

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

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    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

    npmacuser5

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

    happydude

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    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

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    Meaningless data. That's less than a 1% point difference!!!!

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

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  16. LordQ Suspended

    LordQ

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    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

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

    Will.O.Bie

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    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

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    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

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

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    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

    Will.O.Bie

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

    GenesisST

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    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

    maxsix

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    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

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

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