Apple Music Beats Spotify, Pandora, and Others in J.D. Power Customer Satisfaction Study

Apple Music has been ranked the highest in overall customer satisfaction among seven streaming music brands that were compared in a new study by J.D. Power. Based on 4,482 individuals who have paid for a subscription music service in the last six months, J.D. Power's inaugural music study measured six key areas in each service: performance and reliability, ease of use, cost of service, content, communication, and customer service.

Based on a 1,000 point scale, Apple Music ranked highest with a score of 834, followed by Rhapsody (826), Pandora (825), and Spotify (824), while the industry average was ranked as 822. Apple Music earned five out of five total "power circle" marks in three categories, meaning it's "among the best" in content, performance and reliability, and ease of use. The service earned four out of five power circles in cost of service, communication, and customer service, earning it a "better than most" descriptor in these areas.

Apple_Music_iOS_10_iPhone_iPad_duo

“The streaming music customer experience appears to be affected by a number of dimensions, including paid vs. free streaming, device choice and content selection,” said Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. “The key to success, however, is increasingly becoming how well streaming music brands create a viable music ecosystem that can not only support multiple types of devices, but also facilitate listeners’ social sharing and following of playlists with others.”

J.D. Power discovered a few key findings in its study, including a direct correlation between paid streaming services and higher customer satisfaction. These premium services earned a 19 point advantage over freemium options, specifically excelling in the customer service and communication categories. Streaming services that support peripheral devices -- like smartwatches, home automation controllers, and virtual reality -- also saw higher satisfaction over services that don't offer these alternative music streaming methods.

An interesting sticking point in the music streaming conversation lately, J.D. Power found that exclusive content "improves customer advocacy." In total, 74 percent of people who stream these exclusive tracks said they "definitely will" recommend their service, in comparison to 54 percent of people who do not listen to exclusive music but would also recommend their streaming platform to a friend.

jd-power-apple-music-2

A detailed look at the performance of each service in the six categories can be found here

Ultimately, J.D. Power found that the "social" aspect of each service is what seems to be driving activity, with "fully engaged" listeners who share and consume the playlists of other users among the most satisfied customers. Passive listeners (who don't share their content or listen to other users' content) account for the largest piece of the streaming industry at 44 percent, followed by fully engaged listeners at 29 percent, followers at 22 percent (those who don't share their music, but consume content of others), and finally sharers at 5 percent (the inverse of followers).

In the bottom spots of the study are TuneIn, Amazon Prime Music, and Google Music, with all three ranking between average and poor in the content and ease of use categories. With streaming services here to stay, more companies are planning to introduce Apple Music and Spotify-like music on demand competitors instead of focusing on free radio streaming options.

The most recent measure of Apple Music had the service topping 17 million subscribers and continuing to grow at a steady rate. Despite J.D. Power's discovery that exclusive content is generating user advocacy for each service that supports it, Apple Music has found itself in hot water lately because of its reliance on such tactics.

Top Rated Comments

(View all)
Avatar
53 months ago
JD power rankings gain MacRumors?

come on. these are bunk. they've been bunk in the automotive world, They're basically the equivelant of "pay to win" ratings
Score: 17 Votes (Like | Disagree)
Avatar
53 months ago
I see a lot of bad reviews for Spotify in the App Store - but these mostly people who do not know what free vs premium is, and complain about commercials. I personally love Spotify.
Score: 17 Votes (Like | Disagree)
Avatar
53 months ago
Apple is doomed.

Am I doing this right?
Score: 14 Votes (Like | Disagree)
Avatar
53 months ago
Meaningless data. That's less than a 1% point difference!!!!

Good old manipulation of statistics! haha
Score: 11 Votes (Like | Disagree)
Avatar
53 months ago
That's kinda funny since Spotify is a much superior service in every way compared to Apple Music.

I think J.D. Power is very biased and they're losing credibility at this point.
Score: 7 Votes (Like | Disagree)
Avatar
53 months ago

Agreed. To me there is something wrong with sound of Apple Music. At least to my ears Spotify sounds much better whether streaming or downloading to off line.

Extreme quality settings on Spotify is fantastic. Discover Weekly is top notch and anything can be saved offline with a 30-day poison pill. I can control any of my Spotify clients from ANY other client. It's just fantastic. So I have Spotify running on my Mac-mini, connected to KRK monitors via an Apogee Duet and I can kick it off from my iPhone when I get home were it picks off almost seamlessly from the iPhone from where I left off. All I want now is an Apple TV client.

When Apple Music can do all this, then I'll take a look. But I don't see it coming anytime soon...
Score: 7 Votes (Like | Disagree)

Top Stories

Early iPhone 12 Tests Show Ceramic Shield is Stronger and More Scratch Resistant Than iPhone 11 Glass

Friday October 23, 2020 1:21 pm PDT by
Apple's new iPhone 12 models are protected by a Ceramic Shield cover glass that has nano-ceramic crystals infused right into the glass to improve durability. According to Apple, Ceramic Shield offers four times better drop protection than the glass used for the iPhone 11 models. YouTube channel MobileReviewsEh conducted some tests on the iPhone 12 using a force meter to compare its performance ...

First Impressions From New iPhone 12 and 12 Pro Owners

Thursday October 22, 2020 4:20 pm PDT by
It's already Friday, October 23, in Australia and New Zealand, which means some customers who purchased an iPhone 12 or 12 Pro already have their new devices in hand. We've seen dozens of reviews of the iPhone 12 and iPhone 12 Pro from media sites, but now first impressions from regular Apple customers are available. Image via MacRumors reader Boardiesboi New iPhone 12 and 12 Pro owners are...

iPhone 12 Pro Allows You to Measure Someone's Height Instantly Using LiDAR Scanner

Saturday October 24, 2020 11:12 am PDT by
iPhone 12 Pro models feature a new LiDAR Scanner for enhanced augmented reality experiences, but the sensor also enables another unique feature: the ability to measure a person's height instantly using the Measure app. You can even measure the seated height of a person in a chair, according to Apple. When the Measure app detects a person in the viewfinder, it automatically measures their...

Apple VP Kaiann Drance Interview Addresses Battery Life, MagSafe, and Power Adapter Concerns

Friday October 23, 2020 3:37 am PDT by
Apple's Vice President of iPhone Marketing, Kaiann Drance, has provided a new interview to Rich DeMuro on the Rich on Tech Podcast, to discuss the iPhone 12 and iPhone 12 Pro. Although much of the interview repeated points from Apple's "Hi, Speed" event, there were a number of interesting tidbits regarding the affect of 5G on battery life, MagSafe concerns, and the lack of a power adapter in...

iPhone 11 Pro Outlasts iPhone 12 and 12 Pro in Extensive Battery Life Test

Friday October 23, 2020 8:36 am PDT by
Arun Maini today shared a new side-by-side iPhone battery life video test on his YouTube channel Mrwhosetheboss, timing how long the new iPhone 12 and iPhone 12 Pro models last on a single charge compared to older models, with equal brightness, settings, battery health, and usage. All of the devices are running iOS 14 without a SIM card inserted. In the test, the iPhone 11 Pro outlasted both ...

Apple Distributing New Heated Display Removal Machine for iPhone 12 Repairs

Thursday October 22, 2020 6:20 pm PDT by
Apple is providing Genius Bars and Apple Authorized Service Providers with a new heated display removal fixture for iPhone 12 and iPhone 12 Pro repairs, according to information obtained by MacRumors from a reliable source. To open iPhone 12 models, technicians will be required to slide the device into a specialized tray, and then place the tray into the high-temperature fixture for two...

Apple Warns MagSafe Charger Can Leave Circular Imprints on Leather Cases

Friday October 23, 2020 3:23 pm PDT by
If you keep your iPhone in a leather case while charging with Apple's new MagSafe Charger, the case might show circular imprints from contact with the accessory, according to a new Apple support document published today. Apple's leather cases for the iPhone 12 and iPhone 12 Pro are not available until November 6, but a MacRumors reader has already shared a photo of a circular imprint on...

MagSafe Charger Teardown Reveals Simple Design With Magnets and Charging Coil Encircling a Small Circuit Board

Friday October 23, 2020 7:50 am PDT by
iFixit has today shared a teardown of Apple's new MagSafe charger for the iPhone 12 and iPhone 12 Pro. An X-ray of the MagSafe charger courtesy of Creative Electron reveals the internal charging coil surrounded by a circular arrangement of magnets within the puck. The only seam that iFixit was able to leverage to open the device was where the white rubber circle meets the metal rim,...

PSA: Non-iPhone 12 Models Charge Super Slowly With MagSafe Charger

Friday October 23, 2020 4:11 pm PDT by
Alongside the iPhone 12 models, Apple introduced a new $39 MagSafe Charger that's meant to work with the magnets in the iPhone 12 Pro models to charge them up at a maximum of 15W. The MagSafe Charger is technically able to be used with older iPhones, but it's not a good idea because the charging with non-iPhone 12 devices is so slow. We did two tests with the iPhone XS Max, draining the...

New Photos Offer Better Look at iPhone 12 Color Options

Tuesday October 20, 2020 2:34 am PDT by
As we wait for the iPhone 12 review embargo to lift later today, more pictures are circulating of the devices in real-world lighting conditions, providing a better look at the different colors available. Leaker DuanRui has shared images on Twitter of the iPhone 12 in white, black, blue, green, and (PRODUCT)RED. The black and white colors are similar to the iPhone 11 colors, but the other...