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

Advertisement. Scroll to continue reading.

Click to comment

Leave a Reply

Your email address will not be published.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


New Products

Cambridge Audio CXA81 MKII Integrated Amplifier Lifestyle

Integrated Amps & Stereo Receivers

2nd generation CXA81 arrives with upgraded DAC and new circuitry for improved depth and stereo imaging for $1,119.

ATC SCM20ASL Limited Edition Speakers with Subwoofer ATC SCM20ASL Limited Edition Speakers with Subwoofer

Bookshelf Speakers

In celebration of the beginning of its 50th Anniversary, ATC is proud to announce the forthcoming release of an exclusive new active stand mount...

BAT VK-85 Preamplifier BAT VK-85 Preamplifier

New Products

With fully balanced and improved circuitry throughout, the BAT VK-85 Preamp and REX 300 Amp claim pure musicality from a $27,500 combo.

Sony ULT speakers and headphones unveiled April 11, 2024. Sony ULT speakers and headphones unveiled April 11, 2024.

New Products

Sony's new ULT line of speakers and headphones brings big bass to any party, large or small.

Roku Pro Series TV 2024 Roku Pro Series TV 2024


Roku's top-of-the-line 2024 Pro Series 4K TVs feature QLED and Mini-LED technology in 55″, 65″ and 75″ sizes priced from $899 to $1,699.

Andrew Jones MoFi SourcePoint 888 Floorstanding Loudspeaker Walnut Andrew Jones MoFi SourcePoint 888 Floorstanding Loudspeaker Walnut

Floorstanding Speakers

Andrew Jones third loudspeaker and first floor stander with MoFi Electronics arrives Q2 2024 for $5K/pair.

You May Also Like


Disney+ subscribers will be able to watch 3D movies on Apple Vision Pro upon its release, but Netflix is taking a wait and see...


All of the major video streaming platforms have begun a consolidation of their content on redesigned apps. Apple TV is the latest to get...

Gift Guides

With less than 2 weeks to go before Christmas, there are still some great Hi-Fi gifts that you can order that will arrive in...


Apple is joining Disney+ and Netflix just in time for the holidays with new price increases for Apple TV+, Apple Arcade and Apple News+....

Daily Deals

Prime Days are here and now's a great time to pick up a pair of Apple's latest wireless earbuds with active noise cancellation.

Earbuds & In-Ear Headphones

New product releases from Apple, Sony and 1More are sure to be atop everyone's wishlist this Holiday season. Order now to beat the rush.

Earbuds & In-Ear Headphones

A new USB-C charging case with MagSafe for AirPods 2nd gen also brings compatibility with Apple Vision Pro.

New Products

Four new Apple iPhone 15 smartphones are available for pre-order beginning Friday, September 15th at 5am PDT. Which one should you buy?


ecoustics is a hi-fi and music magazine offering product reviews, podcasts, news and advice for aspiring audiophiles, home theater enthusiasts and headphone hipsters. Read more

Copyright © 1999-2024 ecoustics | Disclaimer: We may earn a commission when you buy through links on our site.

SVS Bluesound PSB Speakers NAD Cambridge Audio Q Acoustics Denon Marantz Focal Naim Audio RSL Speakers