iPhone moves to number one in both personal and business
By Michael W. Jones
According to a new J.D. Powers survey, the Apple iPhone is not only the most popular smartphone among consumer users (it always is) but is now the most popular smartphone among business users ( a much rarer finding).
The J.D. Power and Associates 2009 Wireless Consumer Smartphone Customer Satisfaction Study and the 2009 Wireless Business Smartphone Satisfaction Study came to exactly the same conclusion for the first time: the Apple iPhone is number one in customer satisfaction among both groups. This may be the first time that such a survey has found the iPhone to be the unanimous winner among smartphones, and it makes one wonder what is happening in the world of the Blackberry.
In the surprise win, the iPhone scored 803 out of a possible 1,000 points among business users surveyed, according to a CNET story. Research in Motion’s BlackBerry finished in second place in the business category, with a score of 724. 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).
The consumer category, which the iPhone was expected to win, had differing percentages applied to the user satisfaction metrics. The iPhone 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. The factors used to determine satisfaction for consumers, and the percentage of the score each accounted for, 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).
Other brands, including the Palm Pre and various Android phones, were distant also-rans. It is difficult to see how Apple could lose ground in the near term to any other smartphone, unless they renew their exclusive contract in the United States with AT&T. Such a move may drive away enough customers to hold down iPhone sales, but it is difficult to think of any other factor that could stifle the sale of iPhones. Even then, Apple deals in Asia might be able to hold sales at a high growth level.
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