J.D. Power Reports: Both Apple and Samsung Lead in Overall Satisfaction Performance among the U.S. Wireless Tier 1 Carriers, Excelling in All Smartphone Experience Factors Apple Smartphone Devices Rank Highest among Customers of AT&T and Verizon Wireless Carriers; Samsung Ranks Highest among Sprint and T-Mobile Customers

WESTLAKE VILLAGE, Calif., Oct. 17, 2013 /PRNewswire/ -- Apple and Samsung are the only smartphone brands to achieve overall satisfaction scores that are at or above the study average in all four performance factors, according to the J.D. Power 2013 U.S. Wireless Smartphone Satisfaction StudySM—Volume 2 released today.

(Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO)  

KEY FINDINGS

  • Overall satisfaction with smartphone devices is highest among AT&T customers (843), followed by Sprint (835); T-Mobile (825); and Verizon Wireless (825) customers1.
  • Among Apple smartphone owners, satisfaction with their overall experience is highest among Verizon Wireless customers (861). Among Samsung smartphone owners, satisfaction is highest among Sprint customers (853). 
  • Smartphone models that perform particularly well across all four U.S. wireless Tier 1    carriers[1] include (by OEM in alphabetical order): Apple iPhone 5; Blackberry Z10; Nokia Lumia 920 and Samsung Galaxy Note II.
  • The primary reasons for purchasing a smartphone device differ by carrier. Sprint customers are more likely to purchase their smartphone device because of phone features, while T-Mobile customers are more likely to select their smartphone due to price.
  • Overall customer satisfaction among smartphone owners is 833 on a 1,000-point scale.

"It's very interesting to see that satisfaction performance differs by smartphone brand across Tier 1 carriers," said Kirk Parsons, senior director of telecommunications services at J.D. Power. "This indicates that carrier services and how these carriers position specific features and services on their devices influence the experience customers have with their smartphone device." 

The 2013 U.S. Wireless Smartphone Satisfaction Study—Volume 2 is based on experiences evaluated by 16,421 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (33%); physical design (23%); features (22%); and ease of operation (22%).

Rankings:


Overall Customer Satisfaction Index Scores

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)

 For Consumers




AT&T



Apple                                       

856

5

AT&T Average                         

843

3

Nokia                                         

840

3

Samsung                                   

839

3

HTC                                           

829

3

LG                                              

805

2

Pantech                                     

799

2

Motorola                                     

796

2

BlackBerry                                 

778

2

Verizon Wireless                  



Apple                                        

861

5

Samsung                               

827

3

Verizon Wireless Average   

825

3

HTC                                         

812

3

Motorola                                 

807

3

BlackBerry                              

778

2

LG                                            

769

2

Pantech                                   

738

2

Sprint                                    



Samsung                               

853

5

Apple                                       

849

5

Sprint Average                      

835

3

HTC                                        

806

2

LG                                           

794

2

Motorola                                 

761

2

BlackBerry                              

722

2

T-Mobile                               



Samsung                               

830

5

T-Mobile Average                 

825

3

LG                                           

815

2

HTC                                       

806

2

Nokia                                     

805

2

BlackBerry                             

794

2




Power Circle Ratings Legend


5 – Among the best


4 – Better than most


3 – About average


2 – The rest


 

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com 
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com

About J.D. Power and Advertising/Promotional Rules http://www.jdpower.com/about/index.htm 
About McGraw Hill Financial
www.mhfi.com 

1 Ranking calculations have changed from previous studies and is now based on Tier 1 carrier customer base instead of by overall OEM smartphone brand.

[1] A Tier 1 carrier includes the four national wireless providers in the U.S. including AT&T, Sprint, T-Mobile and Verizon Wireless.

SOURCE J.D. Power and Associates



RELATED LINKS
http://www.jdpower.com

Custom Packages

Browse our custom packages or build your own to meet your unique communications needs.

Start today.

 

PR Newswire Membership

Fill out a PR Newswire membership form or contact us at (888) 776-0942.

Learn about PR Newswire services

Request more information about PR Newswire products and services or call us at (888) 776-0942.