iPhone excels in US customer satisfaction

Earlier this month, ChangeWave Research conducted a mobile phone customer survey which concluded that of the 3,645 US iPhone owners surveyed 82% reported being Very Satisfied with their purchase, up five points since the previous survey in July and by far the highest rating of any mobile manufacturer. iPhone market share climbed to 2% (from 1% in July), the research revealed. The research also found that 16% of respondents who plan to purchase a phone in the next six months plan to buy an iPhone - placing Apple up at the top among all manufacturers.

Although Motorola remained the leading mobile phone manufacturer with 30% of the US market, its dominance fell one point from 31% in the previous survey - suggesting Apple stole the most market from Motorola. Motorola (33%) was next to last among mobile manufacturers in customer satisfaction, with Sony Ericsson (31%) at rock bottom.

News source: MacWorld

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"There are lies, damn lies and statistics".

Have a look at this from the ChangeWave Research website: http://www.changewaveresearch.com/news/mac...k-10-16-06.html.

It would be interesting to know whether the people surveyed for the iPhones also come from the hand-picked panel of '9,000 business, technology and medical professionals who are working on the front line of technological change'. If so, this is definitely not a survey of the typical consumer.

The devil is in the detail with surveys, and until we are given more info about who was surveyed, I think this above result should be taken with a pinch of salt. A survey of 3000 randomly chosen iPhone purchasers would be much more interesting to me.

In this way, I don't care if Apple get better ratings that Motorola or other mobile manufacturers - what I am interested in is buying the best model from the price band I can afford. Are there any comparable models out there that score higher on customer satisfaction than the iPhone? I currently have a cheap Motorola that I'm not very happy with... but that's because its cheap, not because its Motorola!

I mean, would it say much if a survey of rich middle-aged men showed that Ferrari was more highly thought of than Honda? It doesn't mean that Ferrari makes better cars - it just means that middle-aged men like expensive sports cars. Likewise, if we are looking at 9000 mostly well-paid men in their thirties and fourties I wouldn't expect anything other than a big thumbs up to the iPhone. It doesn't show that Apple is a better phone manufacturer, it just means that rich men like fashionable, expensive phones with flashy gimmicks.

Tim the Pedant said,
"There are lies, damn lies and statistics".

Have a look at this from the ChangeWave Research website: http://www.changewaveresearch.com/news/mac...k-10-16-06.html.

It would be interesting to know whether the people surveyed for the iPhones also come from the hand-picked panel of '9,000 business, technology and medical professionals who are working on the front line of technological change'. If so, this is definitely not a survey of the typical consumer.

The devil is in the detail with surveys, and until we are given more info about who was surveyed, I think this above result should be taken with a pinch of salt. A survey of 3000 randomly chosen iPhone purchasers would be much more interesting to me.

In this way, I don't care if Apple get better ratings that Motorola or other mobile manufacturers - what I am interested in is buying the best model from the price band I can afford. Are there any comparable models out there that score higher on customer satisfaction than the iPhone? I currently have a cheap Motorola that I'm not very happy with... but that's because its cheap, not because its Motorola!

I mean, would it say much if a survey of rich middle-aged men showed that Ferrari was more highly thought of than Honda? It doesn't mean that Ferrari makes better cars - it just means that middle-aged men like expensive sports cars. Likewise, if we are looking at 9000 mostly well-paid men in their thirties and fourties I wouldn't expect anything other than a big thumbs up to the iPhone. It doesn't show that Apple is a better phone manufacturer, it just means that rich men like fashionable, expensive phones with flashy gimmicks.

Exactly!

Richteleran:

<snipped - rule 5>

Tim the Pedant:

Well this is the kind of pedantry I like! Whether it's for or against my beloved Apple!

http://www.prweb.com/releases/cellphones/i...prweb561144.htm

Good on ya! Seems someone actually bothered to look in on Changewave's methods. I do submit, however, that popularity is popularity, and that the average consumer will indeed shell out for this device because of the "cool and shiny" factor. I'm not sure how it is with middle-Americans' disposable income, but we've seen Macs come down in prices, or at least become more competitively priced, and sales have picked up.

All my fanboyism aside, do you think the market can bear the current iPhone prices, Tim? Or are we going to see a Ferrari-esque device which will make Apple its money on margin and not voulme? I'm sure prices will drop as the technologies in the iPohne will become widespread and picked up in some fashion by other manufacturers. But I'm talking about current trends - the next two years will set the tone (and the market niche?) for this device.

@Tim

I agree with you except for the assertion that its rich middle aged men buying iphones. Rich middle agaed men who want a toy buy cars, not a stupid little phone. The majority of people buying into the apple fad are people like my friends sister who bought a mac book and is always calling us and asking how to do things. She was a pc user who wanted something shiny. That is the bulk of the new apple users and their satisfaction is garunteed with shiny crap.

Surveys are such a load. Do these cutomers include those who's phones have been bricked or are they no longer considered a user and therefor not a part of the survey?

LTD said,
Richteleran:

<snipped - rule 5>

Tim the Pedant:

Well this is the kind of pedantry I like! Whether it's for or against my beloved Apple!

http://www.prweb.com/releases/cellphones/i...prweb561144.htm

Good on ya! Seems someone actually bothered to look in on Changewave's methods. I do submit, however, that popularity is popularity, and that the average consumer will indeed shell out for this device because of the "cool and shiny" factor. I'm not sure how it is with middle-Americans' disposable income, but we've seen Macs come down in prices, or at least become more competitively priced, and sales have picked up.

All my fanboyism aside, do you think the market can bear the current iPhone prices, Tim? Or are we going to see a Ferrari-esque device which will make Apple its money on margin and not voulme? I'm sure prices will drop as the technologies in the iPohne will become widespread and picked up in some fashion by other manufacturers. But I'm talking about current trends - the next two years will set the tone (and the market niche?) for this device.

wow i am amased you actually hit the nail on the head.
"do you think the market can bear the current iPhone prices, Tim? Or are we going to see a Ferrari-esque device which will make Apple its money on margin and not voulme? "

it is overpriced, it is the only phonei know of that you don't get free with your plan. it will sell like apple computers rather than the iPod, the odd person who just likes everythign to look good.

and the ferrari comparison is sort of nice, i.e ferrari is not necesarly the best car to drive, but it looks damn prettty

This is interesting. Apple is still the new dog in the kennel here and they're apparently credible.

I hope they keep going. The iPhones seem really cool and I'd love to have one.

Congratulations.

mobile phone customer survey which concluded that of the 3,645 US iPhone owners surveyed

3,645 users were surveyed. There are many, many more iPhone users, lol.

LTD said,
mobile phone customer survey which concluded that of the 3,645 US iPhone owners surveyed

3,645 users were surveyed. There are many, many more iPhone users, lol.


What, you expect them to call every iPhone user in the U.S.? This is how all surveys are done. 3,645 is 2% of the people that were talked to for this survey. 182,250 people were actually talked to, if my math is right, and if you expect any company to survey more people than that, then you are delusional. <snipped - rule 5>

simon360 said,

What, you expect them to call every iPhone user in the U.S.? This is how all surveys are done. 3,645 is 2% of the people that were talked to for this survey. 182,250 people were actually talked to, if my math is right, and if you expect any company to survey more people than that, then you are delusional. <snipped - rule 5>

simon360:

I assume you're directing your response at the original poster . . . since in my response I simply advised him that only a small portion of iPhone users were surveyed. It's a small chunk that can be taken to more or less represent the whole. Seems that isn't obvious to everyone for some reason.

I just spend 2 hours at their so called genius bar to find out my iphone that i bought brand new from apple was infact a referbished unit and had been previously unlocked, they claimed i did the damage and refused to service it. Im calling my lawyer on this one.

Aq3e said,
I just spend 2 hours at their so called genius bar to find out my iphone that i bought brand new from apple was infact a referbished unit and had been previously unlocked, they claimed i did the damage and refused to service it. Im calling my lawyer on this one.

Hey bud...before you contact your lawyer, take your iphone to your local att corporate store (make sure it is a corporate store) and they can track it for you and show you if/when it was purchased, who it was/was not assigned to, and whatnot. Or, PM me the IMEI off the back of your phone and i'll do it while im here at work (i work for att corporate)

The average consumer does not spend anything like that price on a phone. They're appealing mainly to an elite-hardcore that are unlikely to be disappointed with the product, so a high satisfaction rate is to be expected. That's not a dig at the phone though, and if the quality is on par with the iPod then I'm sure the high satisfaction rating would be the maintained with the average consumer.

thsi s where you are completely, wrong, only fanboys would have bought an overpriced phone like that, in which case of course they won't comlain. Fanboys never do, thats what makes them fanboys, now 82% tellse me 2 in 10 fanboys finally realised they are getting scammed :).