Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Apple/Mac
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Consumer Satisfaction for iPhone Drops as Rivals Gain
Consumer Satisfaction for iPhone Drops as Rivals Gain

By Adam Dickter
May 21, 2013 5:06PM

    Bookmark and Share
"Despite slipping two percent, Apple stays ahead of all competition," says the ACSI report. "While the iPhone 5 had strong sales, it has not bolstered Apple's overall customer satisfaction." The company did far better with its computers and tablets, which won an 86 percent satisfaction rating last year, the report noted.
 



Even as senators gripe about Apple's elaborate scheme to avoid paying taxes here on its overseas income, the company is taking another public hit this week courtesy of the American Consumer Satisfaction Index.

No Boost from iPhone 5

The annual survey of 70,000 consumers, which measures their opinions about 230 companies, 43 industries and 10 economic sectors, found that Apple dipped slightly in its most profitable market, smartphones, down two percentage points from 83 percent last year to 81 percent. That's despite introducing its most radically improved iPhone ever last year, with a larger screen, faster processors and 4G long-term evolution high-speed data.

The company's biggest rival, Samsung, however, saw the biggest jump in consumer nods, from 71 percent to 76 percent, while Motorola Mobility got a vote of confidence since its acquisition by Google, rising from 73 percent to 77 percent.

Among other major platforms, BlackBerry, formerly Research In Motion, stayed the same in satisfaction at 69 percent approval.

Overall satisfaction with cellular telephones among Americans rose slightly, just 2.7 percent, despite the wide range of faster, bigger and more capable devices flooding into the market.

"Despite slipping two percent, Apple stays ahead of all competition," says the report. "While the iPhone 5 had strong sales, it has not bolstered Apple's overall customer satisfaction." The company did far better with its computers and tablets, which won an 86 percent satisfaction rating last year, the report noted.

Meanwhile, South Korean technology giant Samsung did see a sharp rise in overall satisfaction from the release of its flagship Galaxy S III smartphone, released last year (the Galaxy S IV is rolling out now.) The S III boosted the company's ACSI score by the largest margin of any cell phone manufacturer and even with the industry average.

"Customers still love Apple best, but Apple needs to be worried about slipping and competitors gaining ground," said technology analyst Jeff Kagan. "That is always a threat, especially as new competitors keep gaining ground and less expensive gear hits the market."

New Armor Needed

Still, Kagan said the standings are nothing new for the honchos in Cupertino, Apple's home base. "Apple has always had to keep their eyes open all around them. What is new is their armor is getting chinks and competitors are gaining ground," he said.

"If Apple wants to stay at No. 1 in this survey they had better introduce new iPhones, new iPads and introduce a brand new category. Remember, Apple was a much smaller company until the late 1990s. Then they had a string of hits. What is next is the question."

Americans seem to be pretty happy campers when it comes to using their devices, giving ease of making and receiving calls an 84 rating and texting an 83.

Satisfaction trailed off, however, when it came to other features. Accessing Web sites got a 77 percent rating, while the operating systems and software got a 78 percent rating. Battery life, perhaps the biggest gripe of consumers, got the lowest rating in the survey, 72 percent.
 

Tell Us What You Think
Comment:

Name:





 Apple/Mac
1.   Will Next OS X Bring New Apple Grief?
2.   Apple and Samsung Feel the Heat
3.   Apple Faces Suit Over Work Breaks
4.   Earnings, Excitement Grow for Apple
5.   Mac OS Yosemite Beta 4 Released


advertisement
Apple Digital Book Settlement Set
But company still appealing decision.
Average Rating:
Earnings, Excitement Grow for Apple
Momentum mounts as rumors swirl.
Average Rating:
Mac OS Yosemite Beta 4 Released
Public preview could be coming soon.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 
Dropbox for Business Beefs Up Security
Dropbox is upping its game for business users. The cloud-based storage and sharing company has rolled out new security, search and other features to boost its appeal for businesses.
 

Enterprise Hardware Spotlight
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 
Microsoft Makes Design Central to Its Future
Over the last four years, Microsoft has doubled the number of designers it employs, putting a priority on fashioning devices that work around people's lives -- and that are attractive and cool.
 

Mobile Technology Spotlight
T-Mobile Calls 'BS' on AT&T's New Promotion
While Verizon Wireless is moving to throttle bandwidth hogs, a scrappy T-Mobile is taking on the giants with a limited-time promotion it hopes will drive up the churn rates of its wireless rivals.
 
Microsoft Update to Windows Phone 8.1 Already Coming
An update to Windows Phone 8.1 is on the way just weeks after the release of the product itself. Microsoft has begun detailing some of the update features to phone manufacturers.
 
Stanford Researchers Report Battery Breakthrough
Stanford researchers have found a way to use lithium in a battery's anode, a breakthrough that could triple capacity and has been described as the "holy grail of battery science."
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.