iPhone tops J.D. Power list for consumer and business users

J.D. Power and Associates say consumers and business users ranked the iPhone No. 1 for customer satisfaction.

Apple's iPhone is still king of the smartphone hill.


J.D. Power and Associates on Thursday released the results of its 2009 Wireless Consumer Smartphone Customer Satisfaction Study and the 2009 Wireless Business Smartphone Satisfaction Study. It may not surprise you to learn that Apple topped the list for satisfaction among consumers, but the iPhone is also the No. 1 pick among business users, too.

The factors determining satisfaction for business users (in order of importance) are ease of operation (29 percent); operating system (23 percent); physical design (21 percent); features (16 percent); and battery function (11 percent).

Apple scored 803 out of a possible 1,000 points among business users in the survey. Research in Motion's BlackBerry finished in second place in the business category, with a score of 724.

The factors and how they were weighted differed for the consumer and business surveys. Factors used to determine satisfaction for consumers were ease of operation (which accounted for 30 percent of the score), operating system (22 percent), features (21 percent), physical design (18 percent), and battery function (9 percent).

J.D. Power said Apple came in first with consumers, scoring 811 out of a possible 1,000. LG came in second with 776, and the BlackBerry took the third spot with 724.

While the company didn't give specific numbers, J.D. Power said the iPhone performed "particularly well in ease of operation, operating system, features, and physical design."

Overall, consumer satisfaction with smartphones has gone up 23 points out of 1,000 from a year ago, while business users report an increase of 43 points during the same time.

About the author

Jim Dalrymple has followed Apple and the Mac industry for the last 15 years, first as part of MacCentral and then in various positions at Macworld. Jim also writes about the professional audio market, examining the best ways to record music using a Macintosh. He is a member of the CNET Blog Network and is not an employee of CNET. He currently runs The Loop.


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