Blog Post

iPhone Ranks First Again in J.D. Power Survey

For the second year in a row, Apple’s (s aapl) iPhone is at the top of the global marketing firm’s satisfaction survey for business users of smartphones, and the iPhone also wins among consumers, too.

jdpowers2009_business_survey

Based on a thousand-point scale, 1,148 business users were asked to rate smartphones on five weighted criteria: ease of use (29 percent); OS (23 percent); physical design (21 percent); features (16 percent); and battery life (11 percent). The iPhone scored 803, up from 778 last year, and far above the industry average of 724 for the 2009 survey. That number, 724, was also the score of the second place finisher, RIM’s (s rimm) BlackBerry. The rest of the survey, Samsung, HTC, and Palm (s palm) all scored below 700.

Interestingly, Apple’s efforts to sell the iPhone in the workplace with enterprise features like Exchange support may not be the driving factor in the iPhone’s increasingly popularity among business users. While nearly half of smartphone users report downloading business utility applications to increase productivity, more than half download third-party games. As the App Store utterly dominates that software genre, it can only mean good news for the iPhone in business in the future. As for the general consumer, the iPhone scored even better in the survey.

jdpowers2009_consumer_survey

Some 3,221 smartphone owners rated their devices as follows: ease of use (30 percent); OS (22 percent); features (21 percent); physical design (18 percent); and battery life (9 percent). Apple scored 811, above average in every area except battery life. No other competitor managed to score above 800, with second-place LG being the only other manufacturer to score above the industry average. Third place went to the RIM BlackBerry, but more interesting was the lackluster performance of Palm.

It appears the Pre and webOS have yet to impact positively for Palm in the survey. Further, 22 percent of smartphone owners want Wi-Fi in their next handset, something the forthcoming Palm Pixi curiously lacks. Consumers are also looking for a touch-screen interface, 21 percent, and GPS, 17 percent. The iPhone has all those features, but those features all require something the iPhone needs more of: battery life, battery life, battery life. Let’s hope Apple is paying attention to that part of this survey, too.

13 Responses to “iPhone Ranks First Again in J.D. Power Survey”

  1. deadmanshand

    Candidate for Apple’s worst blunder: AT&T exclusivity.

    While I am sure that it is killing RIM (in cost) to have different models for different vendors, at least you (as a consumer) have an option on the network you use. And so I have my BB on T-Mobile and simply lust after the iPhone. (And have to satisfy my irrational cravings by doing almost all of the really cool stuff with my iTouch! At least when WiFi connected – which is like 75% of the time.)

  2. This is like rubbing it in the faces of millions of Verizon customers who live in areas of the country where AT&T is not available. This is an erroneous marketing decision by Apple not to allow other carriers to market the iPhone. The exclusivity agreement with AT&T has essentially cut off millions of potential customers. Our entire family has gone with Apple products, (computers, ipods, etc) yet we have no way of using those features which integrate so seamlessly with the iPhone. Our entire family would buy them in a minute if we only had a local provider.

  3. You may agree with the results, but do you agree with the weighting system? What consumer cares about the OS more than features or battery life? I figure OS satisfaction is just doubling the vote for ease of use – which Apple will win hands down. I am also surprised the business users are assumed to weight battery life only 2% more than consumers – I would think that this would have a much higher weight (and does when you are on the phone for hours and can only charge conveniently in your hotel room at night!). Anyway, rejigger the weightings and you have different results!

  4. But not really a surprise.

    That the Pre is scoring low is also not a surprise. A lot has been replaced for different kind of fails.
    It’s a bit like the ex-box in that regard.