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JdPower posts

Analyst confirms Apple slid past RIM to become number two smartphone vendor

by Chris Ziegler posted Nov 7th 2008 @ 2:44AM

So apparently Apple knew what it was talking about after all. Research firm Canalys says that Apple stole the rug out from underneath RIM in the third quarter to become the world's number two pusher of smartphones, taking a hearty 17.3 percent market share compared to RIM's 15.2 percent and Windows Mobile's 13.6 percent. For what it's worth, the firm says RIM could very well bounce back in the fourth quarter with the Bold, Storm, and Pearl 8220 all ramping up in time for the holidays, but either way, number one platform Symbian needn't sweat any time soon; Nokia's baby managed to lose 21.5 percent share year over year, but they're still sitting pretty with 46.6 percent.

How'd Apple manage to steal so much BlackBerry thunder (pun painfully intended)? Part of the evidence might lie in J.D. Power's just-released 2008 Business Wireless Smartphone Customer Satisfaction Study, revealing that suits adore their iPhones, like their BlackBerrys just alright, and despise their Palms. Amusing to us was the iPhone's rating of a 5 out of 5 in the Features category -- the only contender to get a perfect score there -- despite the fact that virtually every other smartphone platform continues to outstrip it for raw capability. Usability, though, well... that's arguably another story altogether.

[Via AppleInsider]

Read - Apple outsells RIM
Read - JD Power rankings

Verizon tops T-Mobile in J.D. Power customer care survey, again

by Donald Melanson posted Aug 14th 2008 @ 4:44PM

T-Mobile may have once been able to bank on J.D. Power's customer care survey to bolster its bag of bragging rights, but it looks like that's no longer the case, as Verizon has now finally edged it out, following a similar shift in J.D. Power's retail sales satisfaction survey last year. Not only that, T-Mobile actually fell to third place, behind Verizon's merger-mate Alltel. There isn't much of a spread between the top-ranked companies, however, with Verizon snagging a score of 103, Alltel scoring 102, and T-Mobile garnering a respectable 100. Only Sprint Nextel, which got a lowly 79, scored below the industry average. Among the other tidbits to be found in the survey, which included more than 11,000 respondents, is the fact that customers spent an average of 4.4 minutes on hold with customer service, a jump of 34% from the previous survey, while 49% of all wireless customers said they called in for help at least once, a minor uptick from the 47% reported last time around. That, J.D. Power says, is at least partly due to the "increasingly complex" wireless phones and services available nowadays.

Verizon, T-Mobile take top honors in latest J.D. Power survey

by Chris Ziegler posted Nov 10th 2007 @ 10:41PM

We typically expect to see T-Mobile top J.D. Power's wireless customer satisfaction surveys, but it seems Verizon's been sneaking up on the peeps in pink. In Volume 2 of its 2007 study -- Volume 1 having come out in May -- Verizon has ended T-Mobile's 5-period streak atop the rankings, scoring 726 on a 1000 point scale to take the crown. To be fair, T-Mobile slides in just one measly point behind at 725, but it's still gotta smart a bit to lose the title. AT&T, Alltel, and Sprint Nextel round out the top five, scoring 708, 695, and 679, respectively. Not even Verizon really deserves to pop the bubbly here, though, seeing how the survey represents a 12-point slide in industry average satisfaction year over year and a 7-point decline since the last reporting period. Maybe the whole prorated ETF fad will start to turn things around?

[Via MobileBurn]

US consumers: "Give us cheap flips"

by Chris Ziegler posted Jun 1st 2006 @ 11:54PM

J.D. Power's 2006 U.S. Wireless Mobile Phone Evaluation Study (whew) has dropped, giving us a glimpse into the mind of the average cellphone-enabled American. What have we learned? In a nutshell, we apparently love us some cheap Sanyo clamshells. Allow us to clarify: from 2004 to 2006, the average handset purchase fell from $99 to $86. Since 2002, candybars accounted for some 70% of phones sold; that's dropped to 39% in 2006 while clamshells have skyrocketed from 7% to 58%. To a certain extent, we have the chicken-and-egg phenomenon in effect here -- flip ownership has naturally risen signifcantly as attractive models (read: RAZRs) have come on the scene. Perhaps most surprising is that dark horse Sanyo ran away with the "overall customer satisfaction" title, with LG in a distant second. Satisfaction in the "phone operation" category -- that is, ease of use -- rose a whopping 5% across the board from last year, indicating that phones are getting simpler or users are getting smarter. Either way, we're all for it, as long as it doesn't lead to more people choosing ringtones in restaurants. [Warning: PDF link]