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iPhone Again Ranked Best in Customer Satisfaction by J.D. Power

For the ninth consecutive time, Apple (NASDAQ: AAPL  ) has topped J.D. Power and Associates' smartphone customer satisfactions rankings as overall scores improved.

Apple's iPhone scored  855 out of possible 1,000 to lead the field. Nokia (NYSE: NOK  ) ranked second at 795 followed by Samsung at 793 and Google's (NASDAQ: GOOGL  ) Motorola handsets at 792. BlackBerry (NASDAQ: BBRY  ) ranked last in the field of seven at 732.

"As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat," Kirk Parsons , senior director of telecommunications services at J.D. Power and Associates, said in a press release issued today.

Overall consumer satisfaction with smart handsets improved to 796, a 22-point jump from the last measurement taken in 2012, the study said.  LG led among feature phone manufacturers with an overall score of 718 versus a study average of 703.

Among its "key fnidings," J.D. Power noted that:

  • 17% of smartphone customers experience a software or device malfunction.
  • Smartphone customers spend an average of 115 minutes per week using social networking applications on their device.
  • Smartphone customers spending more than 100 minutes per week on social apps are 14% more likely to recommend their smartphone model than those that spend 100 minutes or less on social apps.


Read/Post Comments (8) | Recommend This Article (0)

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  • Report this Comment On March 21, 2013, at 1:53 PM, magnaman1969 wrote:

    Of course BlackBerry wasn't rated for year #1.

    Consumer reports ranks iPhone last among high end smartphones.

  • Report this Comment On March 21, 2013, at 2:05 PM, TimKnows wrote:

    Laughable isn't it? The media are all over old data, when BlackBerry gets its Z10 on the list, say goodbye to Apple. BlackBerry is crushing Apple and only old data will save them for now.

  • Report this Comment On March 21, 2013, at 2:14 PM, twolf2919 wrote:

    You guys criticizing the article because it doesn't mention your favorite new toy are a sad lot. How can you call the award "old data" when it simply reflects data just collected? Obviously it doesn't include the Z10 or any other phone having BB10 on it as they haven't been out long enough. So what? You have nothing better to do with your time than to spit venom?

    As to the poster who said the article doesn't have any value: the JD Powers Award is well known. As such, it does have some impact on the companies that win its awards - namely, in the perception of that company in the public's eye. Which, in turn, affects stock price over the long run. So, yes, this information *can* help your portfolio - but only if you open your eyes.

  • Report this Comment On March 21, 2013, at 2:42 PM, jeffreber44 wrote:

    Says a lot for Nokia to be ranked so high.

  • Report this Comment On March 21, 2013, at 3:23 PM, WilsoniaGoldens wrote:

    Had three Blackberry's over the years, switched to Iphone 4s, for about a year, then a 5 that I had for about three months and relized it was the same as the 4, just a little bigger, and with a new dumb conector. Didn't really like either one from the get go. Got the Z10 Feb 5 after waiting in line for a hour for it. Glad I did, it is great. No more frustration dealing with itunes and having the stupid apple connectors and needing aa apple cable for it. Just need a simple USB cable now, like everything else I have. And my Z10 has an HDMI output that I got a $12 cable for. With the iphone 4s it would have been $45 for the adapter from the apple connector to HDMI, then had to have an HDMI cable to go with it. Never did get it, not worth it.

    Read more:

  • Report this Comment On March 21, 2013, at 4:32 PM, robmxa wrote:

    Think it is striking that a new phone, the Nokia 920, would rank so high. New usually means bugs and teething problems.

    People who have iPhones automatically think they have the best phone since everyone else has one.

    A year from now Nokia wins this one easily.

  • Report this Comment On March 21, 2013, at 6:32 PM, chilero wrote:

    The biggest improvement year over year is Nokia. Last year Nokia placed last among the group. Last to second in one year is truly remarkable.

    It is also nice to see that with a fair amount of negative hype around the lack of innovation on the iPhone they were still able to please their customers.

  • Report this Comment On March 22, 2013, at 12:32 PM, marv08 wrote:

    Good to see that the Nokia and Blackberry fanboys are back from school already...

    The J.D. Power survey covers the US. The Z10 has not been available from a single relevant US carrier in the survey period. That's barely the fault of the survey. The next survey is due in September, better start thinking about a few excuses to use then now.

    The result for Nokia is pretty good, no doubt, and in line with what most reviews were saying. But as long as they can't convert this satisfaction to more sales, it really does not help that much. So far, the entire Lumia line-up has not even paid for the development and marketing cost.

    Hate it as much as you like. Apple is number one since 4.5 years, the result is still improving, and nobody else is getting close. 90% of iPhone users will buy one again - a retention rate nobody in this industry ever had. This says everything about the wild claims that Apple is "falling behind", "not innovating enough", blah blah blah. They are doing just fine.

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