updated 06:14 pm EDT, Fri September 7, 2012
Eighth consecutive victory for iPhone in survey
Apple has, for the eighth consecutive survey, topped the J.D. Power and Associates rankings for consumer satisfaction with smartphones -- fending off ever-increasing competition from rivals such as Samsung, HTC, Motorola and Google. Apple's score of 849 out of a possible 1,000 earned it a five-star rating from the group, categorizing it as the clear winner in consumer satisfaction. The report was compiled from 8,736 smartphone owners, based on a survey performed between January and June 2012.
Second place HTC trailed Apple by 59 points. Apple and HTC were the two companies that ranked above average in the survey, with an overall average of 783. Samsung placed third with a score of 782. Motorola's score of 777 earned it fourth, and Nokia wins fifth at 763. LG pulled out sixth with a score of 742. RIM managed second to last at 740, and defunct HP/Palm came in last of the surveyed companies at 707.
The survey found that key factors of overall satisfaction with feature phones are performance (29 percent), ease of operation (26 percent), physical design (24 percent), and features (21 percent). For smartphones, the key factors were performance (33 percent), design (23 percent), features (22 percent), and ease of operation (22 percent).
J.D. Power also found that nearly 20 percent of smartphone owners report software or device malfunctions, and those problems have a significant impact on overall satisfaction with the device.