All Articles Tagged customer satisfaction

Apple’s iPhone has hit 30% marketshare in the US, according to ChangeWave. When laying out the current players, 4,225 consumers were surveyed, 39% of whom owned smartphones, and of those the top 3 answers were RIM’s Blackberry down ever-so-slightly to 40%, the iPhone up 5% to hit that 30% mark, and Palm steady at 7%. As sibling-site PreCentral.net points out, Windows Mobile, Android, and Symbian weren’t even included on the chart (does that mean the percentages were too low and unchanged to graph, Changewave?)

Going forward, iPhone retains the lead for planned future smartphone purchases, though dipping from 44% in June to 36% in September). RIM’s second, with 27% up from 23%, and Palm again holds steady at 8%.

Customer satisfaction, however, remains Apple’s biggest advantage. The iPhone has a lofty 74%, way out ahead of second place RIM at 43%, LG at 39%, Sanyo at 36%, HTC at 35%, and Palm at 33%. Droid-maker Motorola is at 32%, Nokia at 29%, Samsung at 29%, and Sony/Ericsson at 17%. Ouch.

The bottom line according to Investorplace?

In the horserace among manufacturers, the release of the iPhone 3GS has led to a big jump in smart phone market share for Apple and has placed them within striking distance of Research In Motion — whose slew of models are still number one but have fallen to their lowest level in two years.

[Thanks everyone who sent this in!]

With 82% of iPhone 3GS users claiming they’re “very satisfied” and 17% claiming they’re “somewhat” satisfied, we don’t need Leanna to do the math — that’s 99% pure satisfaction according to RBC/IQ and Changewave (via Macrumors).

Apple sold 5.2 million iPhones last quarter, many of which were likely iPhone 3GS — that’s a spectacular satisfaction rating for a spectacularly successful launch.

Given that rival handset makers aren’t (yet?) hitting either those per-product sales or satisfaction levels (and even passionate iPhone boycotters are lamenting the alternatives), we’re wondering if the gap isn’t widening?

(Of course, AT&T satisfaction levels were somewhat less impressive, to put it kindly…)

Customers like the iPhone. They really do. According to J.D. Power:

Among residential smartphone owners, key factors are ease of operation (30%); operating system (22%); features (21%); physical design (18%); and battery function (9%).

Apple ranks highest among smartphone manufacturers with a score of 791 on a 1,000-point scale, performing particularly well in ease of operation, operating system, features and physical design.

Mapping those two together, it’s not hard to see why the iPhone scored top marks; it’s really the first true consumer smartphone. Of course, it scores #1 in business as well

Our question to you, however, is how well the above factors match your own personal preferences and priorities? Anything J.D. Power missed out on or miss-ranked?

(Thanks to everyone who sent this in!)

Apple, via Medallia, is sending out customer satisfaction surveys:

Thank you for your purchase of the Apple iPhone 3G. We would like to ask you a few questions about your experience with your new phone. [...] The information you provide will be used to improve our product support. We will not use your responses to sell you products or services.

Questions include where you’ve gone for iPhone help (cheat sheet: TiPb!), whether you’ve returned your handset to your carrier for repair or replacement, whether you primarily use Windows or Mac, whether you primarily use your iPhone for work or play, whether it’s your first Apple product, and general demographic info.

These questions will no doubt better help Apple understand what you’re thinking about your new iPhone 3G — and which questions they chose to ask will no doubt better help us figure out what Apple’s thinking about their iPhone 3G customers… Hmmm…

Have you gotten your survey yet?