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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LTD said,
No surprise. People are usually satisfied with the best.

No surprise. The people are willing to shell out the cash for an iPhone are more than likely fans of Apple products -- so of course 82% of them would love their apple product.

... Then why were so many of them whining about the price?

Or about the battery replacement issue?

Or the "lock down" to one service provider?

MadDog said,

No surprise. The people are willing to shell out the cash for an iPhone are more than likely fans of Apple products -- so of course 82% of them would love their apple product. :rolleyes:

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.

I guess they're all really, really, really happy Apple fans.

Or we can just admit that it's a solid product that's ahead of the game in certain key areas, which makes it rather attractive.

I don't know how far down in your parents' basement you are, but when you manage to come up for air, literally everyone is talking about this product. And just as many want one. We have another iPod on our hands.

LTD said,

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.

I guess they're all really, really, really happy Apple fans.

Or we can just admit that it's a solid product that's ahead of the game in certain key areas, which makes it rather attractive.

I don't know how far down in your parents' basement you are, but when you manage to come up for air, literally everyone is talking about this product. And just as many want one. We have another iPod on our hands.

so you think from 77% to 82% is worth worrying about, remembering their market is still 2% so thats like 1 in a thousand phone users changed their mind about the iPhone being good.

just becasue everyone is talkign about it doens't make it good, (everyones in aus is talking about ben cousins, but not much of it is good) everyone i know is only talking about how bad it is, we all know it's problems so i wo't repeat them here, i know one person that wants one, 1 single person, and if you new him you woudl know he only wants it so he can say he has one. There is no way the iPhone will be another iPod, you are simply dreaming away your life in MAC land

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.

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.

"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

simon360 said,
Actually no, very few people feel the way you do.

actually no quite a lotof people agree with him
i know a lot of people that seriously wouldn't buy it

obsolete_power said,
The iPhone is just a toy and not a phone that a serious person would buy. We all know that. It is terribly lacking in features and it feels like it is something a child would find appealing. That's okay because people know this wehn they buy it. The iPhone itself works but AT&T is ridiculous and Apple along with it for partnering with them.

a child's toy for over-grown children. not too smart, but easier to satisfy. i guess apple is smart that way.

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