J.D. Power: Apple's iPhone top dog in customer satisfaction

J.D. Power: Apple's iPhone top dog in customer satisfaction

Summary: Apple's iPhone snagged J.D. Power's top customer satisfaction rating in a study of business smartphone users.

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Apple's iPhone snagged J.D. Power's top customer satisfaction rating in a study of business smartphone users.

In its 2008 Business Wireless Smartphone Customer Satisfaction Study J.D. Power said the iPhone had a customer satisfaction score of 778 on a 1,000 point scale. Research in Motion was second with a score of 703 and Samsung was third with 701. The study (statement) looked specifically at smart phones--defined as mobile phones offering advanced capabilities and PC-like functionality.

Here's a look at the results:

jdpower.png

Under the surface of the study, however, is evidence that smartphones still need to improve--especially in software. Other key points:

  • A quarter of users have experienced at least one software problem such as the need to reboot, freezing and touch screen malfunctions. Of the folks reporting a problem 44 percent say they need to reboot at least once a week and 34 percent get hit with a malfunction at least once a week.
  • 37 percent of those surveyed want GPS in their device with 25 percent wanting Wi-Fi capabilities.
  • The average price of a smartphone was $216, down from $261 in 2007.

Topics: Hardware, Apple, iPhone, Mobility, Smartphones

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3 comments
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  • I'm surprised...

    ...they could find enough iPhone business users to get a meaningful sample.

    Joking aside, do we have the sample size numbers?
    Sleeper Service
    • Both were very happy

      with their iPhone. ;-)

      Seriously though, the "statement" link in the article links to far more information, but not enough to determine if there was a meaningful number of business iPhone users.
      rtk
  • To own is to know

    It's been my view since I first purchased my iPhone over a
    year ago. Those who complain about an iPhone either don't
    own one or don't want to own one, but those who do have
    mostly great things to say about it. When you own one and
    use it daily, you quickly see that it has many aspects to it
    than just being a phone, or internet device, or a music
    player...its sum is greater than its parts!
    pairof9s