Connect with us

Hi, what are you looking for?


Apple Ranked #1 in Smartphone Satisfaction

JD Power Apple Award

A new JD Power study says the smartphone operating system is the key differentiator in customer satisfaction. Among tier 1 wireless carriers, Apple ranked highest in overall satisfaction among customers of AT&T (855), followed by customers of T-Mobile (848) and Verizon Wireless (846). Among customers of Sprint, Apple and Samsung tie for highest rank (845 each).

The fact that Apple ranked highest is not surprising given the overwhelming success of its iPhone launches, although the study is based on iOS 7 with iPhone 5 and iPhone 5s. The order of carrier rankings is intriguing, as I would have expected Verizon to rank higher since they charge more for service and boast higher network speeds in the U.S. Perhaps the network has become ubiquitous?

“Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a positive wireless experience,” said Kirk Parsons, senior director of telecommunications services at J.D. Power. “To get ahead of the competition and satisfy customers, manufacturers must meet and exceed the expectations of customers, ensuring the OS allows the device features and services to work intuitively and seamlessly. Doing so will help drive satisfaction and loyalty to the brand.”

Other Key Findings

  • Nearly one-fourth (24%) of smartphone owners cite either operating system or phone operation as the main reason for choosing their device, a slight increase from 22 percent over previous year’s study.
  • While smartphone owners continue to cite features (32%) as the primary reason for selecting a device, the rate has declined significantly from 38 percent from last year
  • The reason customers purchase a smartphone impacts satisfaction and repurchase intent. Overall satisfaction is significantly higher among customers who select a smartphone based on operating system (861), with 38 percent of these customers saying they “definitely will” repurchase, than among those whose selection is based on cost-specific reasons, such as price (808 and 19%, respectively).
  • Nearly one-half (43%) of smartphone owners indicate they have at least one other device such as a PC or tablet running the same OS as their smartphone. Among customers using another device with the same OS, 71 percent indicate the device is a tablet.

The Wireless Smartphone Satisfaction Study measures customer satisfaction based on four factors including performance (29%); features (26%); physical design (23%); and ease of operation (22%). Customer satisfaction was measured with wireless OEMs across tier 1 wireless carriers (AT&T, Sprint, T-Mobile and Verizon Wireless), from 1,484 traditional device customers who have owned their current phone less than 18 months. The study was fielded between September 2013 and August 2014. Satisfaction is calculated on a 1,000-point scale.
AT&T Results
Sprint Results
T-Mobile Results
Verizon Results

Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *


New Products

Earbuds & In-Ear Headphones

Apple to deliver its next-gen wireless earbuds in 3 weeks. Let the fanboy drooling commence.

New Products

Are the new Drop Sennheiser HD8xx as good as the original HD800S and should you pre-order?

CD Players

If you were wondering if people still buy CD players, McIntosh just pulled back the curtains on a mighty player built for CDs and...

Floorstanding Speakers

DALI introduces six new loudspeakers for any lifestyle priced from $999 to $3,999/pair.

New Products

Have you ever wondered about the loudspeakers used in your local AMC and how the loudspeakers in your own home theater don’t really offer...

Earbuds & In-Ear Headphones

Audeze's first closed-back in-ear headphone targets audiophiles and pro audio users that can afford its $1,299 price tag.

You May Also Like


Spotify will add CD-quality lossless music streaming service tier in 2021. It's finally happening.


Sennheiser plans to shift focus towards its professional audio and business communications product lines going forward.

Digital Music Systems

2020 was the year Qobuz solidified its position as the world's leading high-res streaming service and not a moment too soon.


New Music App offers a wider range of music-streaming services and enhanced usability, with more upgrades to follow.


ecoustics is the unbiased resource for the latest technology news, coolest gadgets, and best consumer electronics. Plus get product reviews, roundups and deals from all over the web on everything electronic. Read more

Copyright © 1999-2021 ecoustics | Disclaimer: ecoustics may earn a commission when you buy through links on our site.