Menu
Apple 'head and shoulders' above phone rivals in satisfaction survey

Apple 'head and shoulders' above phone rivals in satisfaction survey

iPhone debuts with a record score of 83 out of possible 100 in ACSI consumer satisfaction poll

Apple debuted in the top spot among mobile phone makers in a US customer-satisfaction survey, receiving a record-high score for the category.

"Apple is head and shoulders above everyone else," said David VanAmburg, director of the American Customer Satisfaction Index (ACSI), in an interview. "There's a pretty big gap between [Apple] and the others."

ACSI's latest report, based on interviews with about 70,000 American consumers throughout the last year, assigned Apple a satisfaction score of 83 out of a possible 100, tops among all monitored phone makers.

Apple makes and sells the popular iPhone: The current model is the iPhone 4S, which debuted in October 2011.

A trio of other mobile phone makers - HTC, LG Electronics and Nokia - tied at second with a score of 75. Samsung, which became the world's biggest seller of smartphones last quarter, managed a 71, while problem-plagued Research In Motion, creator of the BlackBerry line, came in last with a score of 69.

This was the first time that ACSI produced scores for Apple, HTC, LG or RIM.

Samsung's score was off three points from 2011, representing a decline of 4%. Motorola Mobility, which Google is in the process of acquiring, was down 5% since last year.

VanAmburg called Apple and its iPhone a "game changer" in satisfaction, and noted that its rating was the first time any phone manufacturer had broken the 80-point barrier.

ACSI's satisfaction ratings were in line with similar surveys, including ones done regularly by ChangeWave Research. In December 2011, for example, ChangeWave said 54 per cent of all iPhone owners reported that they were "very satisfied" with the smartphone.

The closest competitors - Samsung and HTC - tied for second place with 47 per cent of their owners answering with the same "very satisfied."

But Samsung's lower satisfaction numbers haven't stopped millions from choosing a smartphone from the Korean company. According to Gartner today, Samsung captured over 26% of the world's smartphone sales in the first quarter, leading all rivals, including Apple, which accounted for 23% of all sales.

Earlier this month, rival research company IDC also pegged Samsung as the smartphone share leader for the first three months of 2012.

The ACSI survey scores and commentary can be found on the organization's Web site.

Gregg Keizer covers Microsoft, security issues, Apple, Web browsers and general technology breaking news for Computerworld. Follow Gregg on Twitter at @gkeizer, on Google+ or subscribe to Gregg's RSS feed. His email address is gkeizer@computerworld.com.

See more by Gregg Keizer on Computerworld.com.

Read more about macintosh in Computerworld's Macintosh Topic Center.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Featured

Slideshows

Meet the leading female front runners of the Kiwi channel

Meet the leading female front runners of the Kiwi channel

Reseller News honoured the leading female front runners of the New Zealand channel at the 2018 Women in ICT Awards (WIICTA) in Auckland. The awards honoured standout individuals across seven categories, spanning Entrepreneur; Innovation; Rising Star; Shining Star; Community; Technical and Achievement.

Meet the leading female front runners of the Kiwi channel
Meet the top performing customer-centric Microsoft channel partners

Meet the top performing customer-centric Microsoft channel partners

Microsoft honoured leading partners across the channel following a year of customer innovation and market growth in New Zealand. The 2018 Microsoft Partner Awards recognised excellence within the context of the end-user, spanning a host of emerging and established providers.

Meet the top performing customer-centric Microsoft channel partners
Reseller News launches new-look Awards at 2018 Judges’ Lunch

Reseller News launches new-look Awards at 2018 Judges’ Lunch

Introducing the Reseller News Innovation Awards, launched to the channel at the 2018 Judges’ Lunch in Auckland. With more than 70 judges now part of the voting panel, the new-look awards will reflect the changing dynamics of the channel, recognising excellence across customer value and innovation - spanning start-ups, partners, distributors and vendors.

Reseller News launches new-look Awards at 2018 Judges’ Lunch
Show Comments