Apple Tops J.D. Power Customer Satisfaction Ratings Again

j d power awardApple has, for the ninth consecutive time, topped J.D. Power’s smartphone customer satisfaction survey, with the iPhone scoring 855 points on a scale of 1000. The survey was conducted between July and December 2012, taking into account the opinions of nearly 10,000 smartphone users and 7,000 feature phone users.

From the Press Release:

Satisfaction is measured in several key factors. In order of importance, the key factors of overall satisfaction with traditional mobile phones are performance (29%); ease of operation (26%); physical design (24%); and features (21%). For smartphones, the key factors are performance (33%); physical design (23%); features (22%); and ease of operation (22%).


For the ninth consecutive study, Apple ranks highest among manufacturers of smartphones in customer satisfaction. Apple achieves a score of 855 and performs particularly well in physical design and ease of operation.

The average score of the study was 796 points, with every other smartphone manufacturer scoring below average. Nokia came second, scoring 795 points, followed by Samsung and other Android manufacturers like Motorola, HTC and LG. BlackBerry comes in last, with a score of 732 points.

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For comparison, last year, Apple scored 849 points, and the runner up, Nokia, came last.

J.D. Power ratings was one of the top points touted by Apple in its “Why iPhone” promotional campaign, which launched just a day after the launch of Samsung’s Galaxy S4.