J.D. Power: Apple iPhone Takes Top Honor in Customer Satisfaction Once Again

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Apple will have to make room for another award on its mantle, as the company’s iPhone clinched the top spot in the most recent J.D. Power and Associates survey for customer satisfaction, leaving competitors like HTC and Samsung in the dust with more than a 50 point lead in the rankings.

J.D. PowerScoring 849 out of 1,000, the iPhone was triumphant in all categories, though the smarpthone ranked especially high in physical design and overall ease of use.

The Wireless Smartphone Customer Satisfaction Study is held twice a year and measures approval in several key factors in order of importance, including performance, ease of operation, physical design and features. This is the eight consecutive study that Apple has received the top honor.

In what may seem like a surprise to some folks, HTC took the second spot in the rankings, with a score of 790. Following close behind was Samsung with 782 points, just a hair under the industry average of 783. Motorola and Nokia took the fourth and fifth spot, faring worse than the industry average with scores of 777 and 763, respectively.

Breaking Down the Smartphone Experience

The study, which was based on the experiences reported by 8,736 smartphone owners between January and June 2012, also found some notable factors including that almost 20% of all smartphone buyers purchase based on price, compared with 14% a year ago. Additionally, two in 10 current smartphone owners reports experiencing a software or device malfunction.

Targeting smartphone users who owned their devices for less than a year, J.D. Power and Associates found that easy access to social media and games also helped determine customer satisfaction, with those who regularly use social networks and games saying they were more satisfied than those who do not. Of those polled, 67% said they’ve downloaded social media apps and spend more than 100 minutes per week using them. In addition, 69% of smartphone owners said they’ve have downloaded games and spend 81 minutes per week on average playing them.

With the Samsung Galaxy S III picking up in popularity, as 20 million units of the device have been sold since its release, perhaps the South Korean company will raise its ranks in the standings among customer satisfaction. Then again, with Apple set to unveil the iPhone 5 next week, the Cupertino-based company could once again take the top spot.



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