November 6th, 2008
J.D. Power: Apple's iPhone top dog in customer satisfaction
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:
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.
Larry Dignan is Editor in Chief of ZDNet and Smart Planet as well as Editorial Director of ZDNet sister site TechRepublic. See his full profile and disclosure of his industry affiliations.
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