iPhone 4 trumps Android rivals in customer satisfaction
But Motorola and HTC models in hot pursuit, says ChangeWave consumer survey
Computerworld - Apple's iPhone continues to dominate rival smartphones in customer satisfaction, a research firm said today.
A survey completed in early November of more than 1,200 U.S. consumers who had purchased a smartphone in the past six months found that Apple led all competitors in customer satisfaction, with 77% of iPhone owners saying they were "very satisfied" with their decision and device.
But the surprise finding, said Paul Carton, vice president of research at ChangeWave Research, was the "exceptionally strong" showing of Motorola, which placed second, with 74% of owners giving their Android-powered devices high marks. Motorola sells the Droid 2 and Droid X.
In third place was HTC, which garnered a 63% vote for "very satisfied" on the back of its Android-based Evo 4G and Droid Incredible.
Other manufacturers lagged significantly behind Apple, Motorola and HTC, said Carton, including Samsung, with 45% of its smartphone owners very satisfied, and Research in Motion (RIM) at 44%.
Apple has consistently placed atop ChangeWave's customer satisfaction rankings since the iPhone debuted more than three years ago. A similar survey the firm did a year ago pegged the iPhone's very satisfied fraction at 74%, a number Carton called "on a different planet" compared to those of rivals such as RIM.
Since that 2009 survey, however, sales of Android smartphones, particularly those sold by Motorola and HTC, have exploded. According to IDC, 20 million Android smartphones were sold in the quarter ending Sept. 30, compared to the iPhone's 13.5 million.
Of the individual Android models, the most loved was HTC's Evo 4G, with a 76% very satisfied result, followed by Motorola's Droid 2 at 74%.
Neither could match the 32GB iPhone 4, which received an 84% very satisfied ranking, a record for Apple. Meanwhile, the lower-priced 16GB iPhone 4 polled 78%.
Both numbers for the iPhone 4 were slightly higher than those for the iPhone 3GS when ChangeWave surveyed owners in May 2010.
Carton pointed out that the results for the iPhone 4 put to rest the trouble Apple encountered last summer over the new phone's antenna, which customers said caused dropped calls and poor signal strength when they held the device in certain ways.
"[The numbers] confirm our earlier survey findings that despite the controversy surrounding its initial launch, the iPhone 4 has been extraordinarily well received by its owners," Carton wrote in a research note posted on the ChangeWave site.
Initially, that wasn't the case. When ChangeWave polled early buyers of the iPhone 4 in late July, just weeks after the phone's introduction, only 72% said they were very satisfied, a 10-point drop from the number received by the iPhone 3GS at the same interval after its 2009 debut.
- Apple will 'set the world on fire' with iPhone 6 sales
- The other Apple economy: $2B in devices on eBay
- Apple sends users scrambling for OS X Yosemite
- Apple grows Mac sales by 18% on the back of the MacBook Air
- What to listen for during Apple's earnings call today
- Timeline: How Apple's iOS gained enterprise cred
- Apple and IBM: A winning combo for IT
- IBM and Apple ties go way back
- Apple quickly counters China claim of iPhone spying
- China calls the iPhone and iOS 7 threats to national security
- Tips for Driving User Adoption in New Technology Deployment Read this checklist on tips for driving user adoption to see where you stand.
- Improving IT Efficiencies: Four Advantages of Multi-Tenant Data Centers Increasing demands on IT are forcing organizations to rethink their data center options. For many organizations, that means turning to the flexibility afforded...
- Accelerating Cloud Deployment and Operations with Managed Services Companies that do not have sufficient in-house expertise to either deploy or maintain an IaaS cloud should turn to Managed Service Providers .
- Rethinking IT Operations in the Cloud This paper breaks down the challenges that often prevent the cloud from delivering the fast, flexible and affordable infrastructure companies seek - and...
- NSS Labs & Cisco Present: Evaluating Leading Breach Detection Systems Today's constantly evolving advanced malware and APTs can evade point-in-time defenses to penetrate networks. Security professionals must evolve their strategy in lockstep to...
- Will the Real Endpoint Threat Detection and Response Please Stand Up? This webinar explores new technologies & process for protecting endpoints from advanced attackers as well as the innovations that are pushing the envelope... All Smartphones White Papers | Webcasts
Our new weekly Consumerization of IT newsletter covers a wide range of trends including BYOD, smartphones, tablets, MDM, cloud, social and what it all means for IT. Subscribe now and stay up to date!