iPhone again takes top spot in J.D. Power satisfaction survey

By on March 16, 2012 at 10:00 PM.

iPhone again takes top spot in J.D. Power satisfaction survey

For the seventh consecutive time, Apple has ranked highest among smartphone manufacturers in customer satisfaction, according to J.D. Power and Associates. The Cupertino-based company achieved a rating of 839 out of 1,000 possible points; the iPhone’s ease of use, features, physical design and battery life propelled the handset to the top spot. HTC, again, followed Apple with a score of 798, with Samsung (769) and Motorola (758) falling in the No.3 and No.4 spots, respectively. According to the survey, smartphone users who were more satisfied with the battery performance of their device were more likely to repurchase the same brand compared to owners who were less satisfied. “Both carriers and manufacturers recognize the fact that battery life needs to be improved,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “However, the study uncovers the need for a greater sense of urgency–short battery life can result in perceived phone problems, higher rates of merchandise returns and customer defections.” Read on for J.D. Power and Associates’ press release. More →

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Verizon Wireless wins top spot in J.D. Power customer care study [updated]

By on February 2, 2012 at 4:30 PM.

Verizon Wireless wins top spot in J.D. Power customer care study [updated]

Verizon Wireless on Thursday announced that it has received the top spot in J.D. Power and Associates’ 2012 Wireless Customer Care Full Service Study Volume 1. The carrier received a score of 762 out of 1,000, which was 10 index points above the industry average of 752. Virgin Mobile took the top spot in non-contract providers with an overall score of 735. J.D. Power also found that 38% of full-service customers who resolved technical issues online used an online chat service. Those who used the online chat services were also the most satisfied  (749 satisfaction points) as opposed to those who relied on a carrier’s website (734 points), emailed the carrier (721 points) or searched forums (664 points). Interestingly, owners of 4G devices were more likely to contact their carrier than owners of devices not capable of running on 4G networks. J.D. Power based its study on responses from 9,098 wireless customers in the United States. The non-contract study surveyed 2,840 wireless subscribers. J.D. Power and Associates’s full press release follows after the break.

UPDATE: An AT&T spokesperson contacted BGR via email with the following statemnt in response to J.D. Power’s study: “AT&T was again named No. 1 in walk-in customer service by J.D. Power as part of its 2012 Wireless Customer Care Survey – Volume 1, and third overall. We remain dedicated to continuous improvement so we can deliver the industry’s best products and services with exceptional customer care.”

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iPad satisfaction rate at 84% according to new survey

By on December 22, 2011 at 1:30 PM.

iPad satisfaction rate at 84% according to new survey

While electronics vendors struggle to gain traction in the emerging media tablet market, Apple has managed to maintain a significant lead in the space despite an increasing number of rival offerings. Apple’s share of the global tablet market in the third quarter was estimated to be 61.5% by market research firm IDC, and it’s not just momentum keeping the company’s market share high. Apple’s user experience on the iPad has been touted by many as having a huge lead over rival platforms, and the majority of iPad owners seem to agree according to the results of a recent survey. Read on for more. More →

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AT&T ranks worst in Consumer Reports carrier satisfaction survey for second straight year

By on December 6, 2011 at 4:15 PM.

AT&T ranks worst in Consumer Reports carrier satisfaction survey for second straight year

AT&T has again received the lowest rating in Consumer Reports’ annual wireless carrier customer satisfaction survey. Verizon Wireless won the top spot and its customers were most satisfied with its data service and staff knowledge. Verizon was followed by Sprint and T-Mobile USA. “Our survey indicates that subscribers to prepaid and smaller standard-service providers are happiest overall with their cell-phone service,” Consumer Reports electronics editor Paul Reynolds said. “However, these carriers aren’t for everyone. Some are only regional, and prepaid carriers tend to offer few or no smart phones. The major carriers are still leading options for many consumers, and we found they ranged widely in how well they satisfied their customers.” Consumer Reports surveyed 66,000 of its subscribers and included standard and no-contract wireless customers across 22 metropolitan areas. The full report is in the January 2012 issue and is available to subscribers online.  More →

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iPhone 4S deemed best iPhone yet by owners

By on December 1, 2011 at 10:20 AM.

iPhone 4S deemed best iPhone yet by owners

Any disappointment that might have been expressed by onlookers as Apple unveiled its latest iPhone has not carried over to owners of the new smartphone. Apple’s iPhone 4S became the fastest-selling iPhone yet when Apple managed to move more than 4 million units during the handset’s debut weekend, and millions more have purchased the phone since then. According to new data from market research firm ChangeWave, the iPhone 4S is not only the fastest-selling iPhone to date, it also carries the highest level of satisfaction an iPhone has ever achieved. Read on for more. More →

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Nielsen: AT&T smartphone users more likely to be satisfied than users on other carriers

By on September 28, 2011 at 7:01 AM.

Nielsen: AT&T smartphone users more likely to be satisfied than users on other carriers

A recent Mobile Insights report from research firm Nielsen suggests that AT&T customers are more satisfied with their phones than any other carrier customer in the United States. “Nielsen’s results reinforce that our customers have the highest device satisfaction compared to all carriers,” AT&T Mobility chief marketing officer David Christopher said. “Our data shows that as of the second quarter this year, about half of our postpaid customers had smartphones — more than any other wireless provider — and this trend shows no signs of slowing down.” Christopher attributed AT&T’s success to its wide selection of smartphones, the ability to talk and surf at the same time, a large network of Wi-Fi hotspots and its developing HSPA+ “4G” network. Read on for the full press release from AT&T. More →

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Apple takes top spot in sixth consecutive J.D. Power customer satisfaction survey

By on September 8, 2011 at 3:40 PM.

Apple takes top spot in sixth consecutive J.D. Power customer satisfaction survey

J.D. Power and Associates released its 2011 U.S. Wireless Handset Customer Satisfaction Study, Volume 2 on Thursday, and Apple took the top spot among smartphone manufacturers for the sixth consecutive time. The iPhone maker had a score of 838 on a 1,000-point scale and was trailed by HTC, which had a score of 801. Samsung was ranked highest in the traditional handset category with a score of 718 and was followed closely by LG (717), Sanyo (716), and Sony Ericsson (709). The survey also found that customers with 4G-capable devices were more satisfied than those with 3G phones. Satisfaction among 4G phone users averaged out at a score of 819 versus 786 for 3G device users. Read on for more. More →

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Verizon Wireless wins J.D. Power customer care award

By on July 28, 2011 at 7:32 PM.

Verizon Wireless wins J.D. Power customer care award

J.D. Power and Associates announced on Thursday that Verizon Wireless ranked highest in the company’s 2011 Wireless Customer Care Performance Study, Volume 2. The carrier’s overall score was 770/1000, which was above the average 761 score in the ‘full service’ category. T-Mobile came in second place with a score of 766, followed by Sprint (752) and AT&T (751). J.D. Power and Associates also noted that non-contract customers have shorter wait times than customers with contracts (5.5 minutes versus 4.4 minutes). “There is also a disparity between the contract and non-contract segments in terms of the quality of the experience with the service representative,” J.D. Power and Associates senior director of wireless services Kirk Parsons said. “In particular, non-contract customers are considerably less satisfied than are contract customers in the areas of knowledge about plans; personal concern for customers; and apathy towards customers.” Boost Mobile ranked the best among non-contract carriers with a score of 763. Read on for the full press release. More →

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Apple’s iPhone gets highest rating in J.D. Power survey, RIM falls to last place

By on March 18, 2011 at 3:16 PM.

Apple’s iPhone gets highest rating in J.D. Power survey, RIM falls to last place

For the fifth time running, Apple has topped J.D. Power’s smartphone customer satisfaction survey. The iPhone earned a score of 795 out of a possible 1,000 points. In line with the last survey published in September 2010, Motorola and HTC followed Apple with scores of 763 and 762, respectively. Here’s how J.D. Power weighs the various categories:

Operation (30%); physical design (30%); features (20%); and battery function (20%). For smartphones, the key factors are: ease of operation (26%); operating system (24%); physical design (23%); features (19%); and battery function (8%).

Palm (736), Nokia (734), and Samsung  (734) all scored below the industry average score of 761. RIM’s BlackBerry smartphones ranked lowest on the survey with a score of 732. Hit the jump for a chart of the results along with the full release. More →

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Apple Tops Satisfaction Survey

By on August 24, 2008 at 3:17 PM.

Apple Tops Satisfaction Survey

The iPhone may be looking a little shaky with all of those cracks and dropped calls (yeah, we totally went there), but it appears that an Apple a day keeps the… buyer’s remorse away. The University of Michigan’s National Quality Research Center found that Apple was the number 1-rated in customer satisfaction on the American Customer Satisfaction Index (ACSI). Apple’s score of 85 was a full 11 points above the industry average, and 10 points above the score of Dell, the number 2-rated computer manufacturer. This ranking represents a historic high in the industry. Now if we could only get our hands on that MacBook Touch…

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Verizon Wireless is tops in Customer Service Satisfaction, but are they the best?

By on August 24, 2008 at 8:30 AM.

Verizon Wireless is tops in Customer Service Satisfaction, but are they the best?

J.D. Power and Associates recently released their latest Wireless Customer Care Performance Study and Verizon Wireless beats out Alltel, T-Mobile, and AT&T to claim top honors in customer service. It seems that Verizon’s ability to solve a problem in one call is the deciding factor in making its customers happy. Even if hold times are at an all time high, increasing 34% since 2003, people are happier if they only have to call once. The study, which was based upon responses by 11,000 people who had used their provider’s Customer Care service, also found that 75% of people contact customer care via the phone, 24% actually go into a store, and a mere 1% contact Customer Care via email or the internet. What’s your take on it? Are you happy with your provider’s customer service?

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