J.D. Power


'J.D. Power' Articles

AirPort Routers Ranked Highest in Customer Satisfaction as Apple Halts Further Development

Apple ranks highest in customer satisfaction among wireless router manufacturers, according to a new study released by J.D. Power today. The accolade comes just nine days after a report said Apple has ceased development of its AirPort routers and reassigned engineers working on the products to other teams. Apple continues to sell the AirPort Express, AirPort Extreme, and AirPort Time Capsule, last released in 2013, but future updates appear unlikely. Apple beat out all other wireless router vendors with a score of 876, based on a 1,000-point scale, followed by ASUS at 860, D-Link at 856, and TP-Link at 854. Apple was the only company to receive a 5-star Power Circle consumer rating, which places it "among the best" according to J.D. Power. The report, based on responses from 3,037 consumers, measured overall satisfaction across 10 factors, listed in order of importance: Wi-Fi range; reliability; speed of upload/download; restore connection easily; security capabilities; price; ease of use; variety of features; intuitive user interface; and customer

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. “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

Apple Watch Ranked Highest in Smartwatch Customer Satisfaction by J.D. Power

Market research company J.D. Power has published the results of its 2016 Smartwatch Device Satisfaction Report, and Apple ranked highest among smartwatch manufacturers in customer satisfaction. Samsung finished in second place, although it was first in the related fitness band category. The report measured overall satisfaction among 2,696 customers who purchased a smartwatch within the past year, including these factors listed in order of importance: ease of use, comfort, battery life, phone features, price, strength/durability, display size, styling/appearance, reliability, apps available, and customer service. Apple earned a satisfaction score of 852 out of 1000, and a five-out-of-five Power Circle rating, compared to runner-up Samsung's score of 842 and two-out-of-five Power Circle rating. Sony, Fitbit, and LG rounded off the top five smartwatch manufacturers with scores of 840, 839, and 827 respectively. In June 2015, research panel Wristly said overall customer satisfaction with the Apple Watch was 97%, a statistic that Apple CEO Tim Cook cited during the company's subsequent financial earnings call. Apple Watch's customer satisfaction has dropped slightly since then, but it has remained consistently high overall. J.D. Power and Associates, a division of McGraw Hill Financial, has conducted highly-regarded customer satisfaction surveys for automakers, airlines, technology brands, and more since 1968. iPhones and iPads have consistently topped J.D. Power's smartphone and tablet customer satisfaction ratings in past

Apple's Lead in Tablet Market Share Shrinks as Consumer Satisfaction Slips Slightly

Apple continues to rank among the world's top tablet manufacturers both in customer satisfaction and shipments, according to reports released today by J.D Power and IDC, although the company is showing some signs of weakness as lower-cost competitors gain momentum and consumers look for more innovation in Apple's tablet lineup. Apple fell slightly behind Amazon in J.D. Power's semiannual customer satisfaction survey, while the company's lead in worldwide tablet shipping volume continues to shrink. Worldwide tablet shipments in 3Q14 in millions of units (Source: IDC) According to IDC's Worldwide Quarterly Tablet Tracker, Apple remains the global tablet market leader, despite a 12.8 percent decline in quarterly shipments year-over-year. Apple shipped 12.3 million units in Q3 2014, edging out both Samsung, which shipped 9.9 million units, and coming in well ahead of Asus, which climbed to the number three spot with 3.5 million units shipped. Apple's iPad shipments (red) and share of worldwide tablet shipments (blue) for 2Q11–3Q14 (Source: IDC) Apple's market share is projected to increase in Q4 2014 due to the introduction of the iPad Air 2 and iPad mini 3, but the jump will likely be tempered as more consumers hold onto their existing tablets for a longer period. IDC also predicts iPad shipments will continue to be eclipsed by the popularity of the iPhone 6 and iPhone 6 Plus."Although the low-cost vendors are moving a lot of volume, the top vendors, like Apple, continue to rake in the dollars," said Jitesh Ubrani, Senior Research Analyst, Worldwide Quarterly Tablet

Apple Regains Lead in Latest J.D. Power Tablet Customer Satisfaction Survey

Apple reclaimed its spot as the highest ranked tablet manufacturer in J.D. Power's latest U.S. tablet customer satisfaction study. Apple earned a 5-star rating and scored 830 on a 1,000 point scale, edging out Samsung, which scored a second place 822. The survey of 2,513 tablet owners found that Apple led its competitors in four of the five measured categories, including performance, ease of operation, features and styling and design. Apple trailed only in cost, which isn't surprising given the starting $299 price tag of Apple's iPad lineup. Number two Samsung ranked above-average in features, styling and design, and cost. All is not rosy in the tablet market, however, with overall satisfaction among tablet owners on the decline, dropping 18 points to 835 in 2014 from a high of 853 in 2012. Ease of operation was the feature that showed the largest drop in satisfaction, with tablets taking longer to setup and becoming more complicated to use. “Since the inaugural U.S. Tablet Satisfaction Study in 2012, a number of new tablet OEMs have entered the U.S. marketplace, differentiating themselves to satisfy a growing interest in owning a tablet,” said Kirk Parsons, senior director of telecommunications services at J.D. Power. “Price has significantly impacted the marketplace. The average purchase price continues to drop and consumer expectations of tablet performance and features are different than they were for past products. Subsequently, overall satisfaction has declined, especially with ease of operation, as navigation features and functions have changed.” Not