Apple Tops J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study

Posted April 24, 2014 at 11:34pm by iClarified | Please help us and submit a translation by clicking here | 7759 views

Apple achieved the highest average overall satisfaction scores in the J.D. Power 2014 U.S. Wireless Smartphone Satisfaction Study -- Volume 1 released today.

The 2014 U.S. Wireless Smartphone Satisfaction Study—Volume 1 is based on experiences evaluated by 13,237 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between September 2013 and February 2014. The study measures customer satisfaction in four factors: performance (31%); physical design (23%); features (23%); and ease of operation (23%).

“Over the past three years, wireless OEMs have focused on advanced technology and features to edge out the competition, however, with such similar technology across carriers and devices offered, price is becoming a key component in the selection process,” said Kirk Parsons, senior director of telecommunications services at J.D. Power. “To get ahead of the competition and satisfy customers, manufacturers must meet the expectations of customers, ensuring the features they want next are intuitive and rewarding. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and positive wireless experience.”

Key Findings:
● More than one-fifth (21%) of smartphone owners cite “price” as the main reason they chose their particular device, an increase from 13 percent in the 2011 U.S. Wireless Smartphone Satisfaction Study—Volume 2.
● While smartphone owners continue to cite “features” as the primary reason for selecting their device (35%), the rate has declined significantly from the 2011 Vol. 2 study (57%).
● Reasons for purchase have an impact on customer satisfaction and future loyalty. Selecting a smartphone device based on price generates significantly lower levels of satisfaction (808 on a 1,000-point scale) and repurchase rates (18%) than selections based on product-specific reasons such as operating system (860 and 35%, respectively).
● In 2014, the average purchase price for smartphone devices has increased and owners are less likely to receive a discount. On average, smartphone owners indicate that their device cost $202 in the 2014 Vol. 1 study, an increase from $174 in the 2011 Vol. 2 study. More than half (52%) of owners have received a discount on their smartphone in 2014 Vol. 1, compared with 60 percent in the 2011 Vol. 2 study.
● When asked which features they would like on their next device, smartphone owners most often cite seamless voice control (36%); built-in sensors that can gauge temperature, lighting, noise and moods to customize settings to the environment (35%); and facial recognition and biometric security (28%).
● Overall satisfaction with smartphone devices is highest among AT&T customers (844), followed by Sprint (839); T-Mobile (835); and Verizon Wireless (829) customers. Overall satisfaction among smartphone owners is 837.

Take a look at the charts below for rankings by carrier.

Add Comment
Nokia Man - April 25, 2014 at 1:28am
Another fix, again why don't they compare it to the Nokia. Nokia way too superior. Bunch of lies. Again buying publicity.
Great! - April 25, 2014 at 1:42am
Before you say such things, why not do some real research and follow the money? Find out whether Apple pays for this review/award to JD Powers? Otherwise, you just look like a sore loser.
K - April 25, 2014 at 1:43am
Why don't you compare your jealous ass to a smart ass user? More misleading gimmicks from a defensive die hard. You'll anything to get the last mind raping shit.
Nokia scam - April 25, 2014 at 2:14am what does this say about your day dreaming superior? Even by the way ads are written, they don't give a damn explaining the gestures and how all the crap works, it's how much they are not focusing on competition and just expressing it like they're jealous over one getting a good grade and his friends agree, but microjunk is the ignorant one as if they failed their homework.
Great! - April 25, 2014 at 3:35am
Interesting! I didn't see the pattern before about their Windows OS. So Windows 8 should be junk based on their long history.
K - April 25, 2014 at 12:06am
Where are all the samsheeps? I guess they finally woke up to reality and tried to reach their goal to prove their feelings by trying to act smart but they're too hurt again to fight back. Where's your hope now Tony-bony? Oh maybe next year, maybe never. Get it through your anus and see a psychiatrist already. What hopes do you have left anymore? Been burned 10 times now and still can't face it.
Nat - April 24, 2014 at 11:59pm
Seriously if HTC was won best smartphone last year, how come it doesn't even come close to iPhone here just like the reviews for it rated "best" on the apple site? Oh yeah, maybe these articles over HTC were probably supported by samsheeps trying to deceive us again just to mock iPhone! Trick us while you can strolls, still changes nothing about what iPhone does HTC can't like innovate instead of innowait for others to make it first in order to copy. Keep trying.
Great! - April 25, 2014 at 5:37am
Best for htc unfortunately doesn't translate into actual volume, which i think has an effect in this case.
Nokia Man the Nokiasshole - April 24, 2014 at 11:55pm
Well nokilla man, what does that prove about your worthiness now? See what it's like to be you your way and have mindless microspocic minded fools believe that? Did you learn your lesson yet or do you still have any last hopes to Fck with? Don't fcking bother, Maybe you actually did have a point about the 1520, I bet it is best after all... For being the most flattering sorest loser and think microshit can just pass themselves down like it. Keep acting like the delusional wannabe troll you always are, told you I can't be fooled by shit and this also proves your existance just to seek butthurt. Am I surprised with a new version that's the same shit? Don't tell it's going to try like samshit did just taking iPhones features. Where's your bright idea for the lumpia now? What's the damn difference in the fartphone? Why should we listen to negative lies that whine and brag? This is exactly why I left you all thanks to dill gates, thank him for being the most failure acting like it's not a damn deal. Have fun in an infinite loop hurting yourself in confusion not patching the mistakes.
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