J.D. Power, which previously awarded the iPhone highest in consumer satisfaction for smartphones eight years in a row, today released a report that puts Apple on top for customer satisfaction by carrier. While measure four key metrics— performance, physical design, features, and ease of operation— across the four major carriers, J.D. Power found Apple and the iPhone’s overall score ranked #1 for Sprint, Verizon, AT&T and T-Mobile. However, in most cases, it’s only beating Samsung by a small margin.

The report also shared some stats on overall satisfaction for carriers and the most requested features for new devices from consumers:

Overall satisfaction with smartphone devices is highest among AT&T customers (844), followed by Sprint (839); T-Mobile (835); and Verizon Wireless (829) customers. Overall satisfaction among smartphone owners is 837.

While smartphone owners continue to cite “features” as the primary reason for selecting their device (35%), the rate has declined significantly from the 2011 Vol. 2 study (57%)… Reasons for purchase have an impact on customer satisfaction and future loyalty. Selecting a smartphone device based on price generates significantly lower levels of satisfaction (808 on a 1,000-point scale) and repurchase rates (18%) than selections based on product-specific reasons such as operating system (860 and 35%, respectively). – 

In addition, J.D. Power’s study included some stats on the most requested features that consumers want in new devices and surprisingly the upcoming iPhone’s rumored larger display didn’t make the list: smartphone owners most often cite seamless voice control (36%); built-in sensors that can gauge temperature, lighting, noise and moods to customize settings to the environment (35%); and facial recognition and biometric security (28%). 

The study was done between September 2013 and February of 2014 and included “13,237 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers.”


Apple has several times used studies from J.D. Power in iPhone and iPad advertising on its website and in other marketing materials (pictured above). J.D. Power has ranked Apple highest in consumer satisfaction for smartphones eight years straight since the introduction of the first iPhone, but its process was questioned recently when it ranked Samsung on top for tablet customer satisfaction despite Apple ranking in higher in most categories other than pricing.

(via TheLoop)

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27 Responses to “Apple tops J.D. Power’s 2014 survey in smartphone satisfaction across all U.S. carriers”

  1. ikir says:

    Blackberry is still rated high, good for them, for work i would prefer Blackberry over a crappy Android.
    Samsung points are close to Apple and i find it strange considering HTC are rated much below.
    As always, well done Apple.

  2. vmax says:

    Recent real life experience is that a lot of people are very happy about their samsung phones. But then again a lot of people are very happy with their PC.

  3. Yunhua Ji says:

    Samsung customers are satisfied with their phone? LOL make sense.

  4. Yunhua Ji says:

    Samsung is 4 points lower than Apple but they both have 5 circles/stars. However, ATT average is just 2 points lower than Samsung, but the difference worth 2 circles/stars. Don’t know what to say

  5. You don’t say? You mean people actually love their Galaxy Devices? Shocker there, I guess apple fans can no longer call them crap as this is a survey based not on sales but their overall satisfaction with the device.

    • Tallest Skil says:

      Ignorance has always been bliss for Samsung.

      • frankman91 says:

        Yeah your right. All Android users are so ignorant to the fact that they are using those terrible devices; Too busy being spoiled for choice of amazing SMS apps, helpful widgets, astonishing keyboards that are practically mind reading in their next word prediction and swipe features, their default GoogleMaps that does not send you driving in the ocean, a floating video player, integrated GoogleNow, and split screen functionality. Not to mention USB device connectivity, a screen that utterly destroys anything Apple can currently muster, longer battery life, integrated file explorer, a truly standard charger that you can find in most devices bought today, and a MicroSD card slot allowing them to add 128gigs of storage for $1.

        Feel free to have any phone preference you want, but stop acting like their are no reasons to own something else.


      • Tallest Skil says:

        Yes, you certainly are a troll. Thanks for telling us outright for the few who couldn’t see it, but it would have been better had you just not posted your pathetic FUD at all.

      • frankman91 says:

        I welcome you to explain the FUD to my apparently uninformed self so I can see the errors in my comments.

      • Tallest Skil says:

        Everything in your post is either a lie, proven unused by consumer use recordings, or irrelevant to the discussion at hand.

        WordPress apparently doesn’t allow actual conversation threads, so if you want to keep replying down the chain, you have to do it from the Reply dropdown in the top bar thing.

      • frankman91 says:

        I won’t wast my breath. Carry on with your blanket statements.

      • Tallest Skil says:

        Okay. They apply perfectly.

  6. rogifan says:

    But I thought everyone hated iOS 7?

  7. “J.D. Power’s study included some stats on the most requested features that consumers want in new devices and surprisingly the upcoming iPhone’s rumored larger display didn’t make the list”

    That doesn’t surprise me. Call me crazy but this whole two sizes thing reminds me a lot of when everyone was certain Apple was going to release the 4s and 5 at the same time and then they didn’t.

  8. herb02135go says:

    Statistically, Apple didn’t come out on top. It’s a tie.

    I would have thought iPhone would have scored better. Or maybe the fanboys are in such a circle jerk they have lost touch with the real world?