The latest J.D. Power satisfaction surveys bring yet another year of proof in the smartphone industry that you get what you pay for, and every maker satisfies customers less than Apple, and less than average.
Only One Maker Above Average
The latest J.D. Power satisfaction rating put Apple at the top of the heap of smartphone makers. Again. It’s the 9th straight honor for the iPhone maker.
What’s interesting about the latest survey isn’t the rankings. Apple has been on top for years. This year almost everyone improved, which means the competitive field is tightening up, right?
Not quite. Apple remains on top with a score of 855 out of 1,000. The real race is for second place where Nokia edges out Samsung, which edges out Motorola, which barely tops HTC. BlackBerry is far down the list.
With most major smartphone makers improving their wares in customer’s eyes, what’s notably striking about the survey results is the study average.
The average score of all major smartphones is 796. Nokia finished at 795 while Samsung came in third at 793.
That means that Apple’s score is so high that other manufacturers are relegated to below average scores. I’d love to see the spin that Samsung’s ad agency puts on that news.
Apple’s customers like the iPhone’s physical design and ease of operation. Competitors don’t mind bashing Apple’s iOS interface as outdated or tired, but customers appear to appreciate elegant design, and ease of use.
In other words, more buttons, and a longer feature list do not necessarily make for a better user experience. Customers reward Apple’s seamless hardware, software, and ecosystem by paying a little more for each phone, using the phone more, and rating the phone as a better experience than Nokia, Samsung, HTC, Motorola, or BlackBerry.
Is that not sufficient proof that you can get what you pay for?
Alright, for additional evidence here’s If You Can’t Beat ‘Em, Lie About ‘Em: How Samsung Marginalizes All Competition Except Apple, and A Few Thoughts On Google, Android, And Making Money.
My point with all this is to note that Google is losing an awful amount of money on Android. How long will Google allow the bleeding?