This is a stunner for Apple and its iPhone, and just goes to show why Research in Motion and its BlackBerry have a little more to worry about: JD Power and Associates ranked the iPhone highest in customer satisfaction, not for everyday consumers as you might expect. But for "business wireless smartphone users."
Why is that significant? Remember that Apple [AAPL 99.47 -3.83 (-3.71%) ]set out to build a smartphone for consumers that hopefully business users would eventually adopt. It was a way to address the market that RIM [RIMM 48.61 -4.36 (-8.23%) ]had practically ignored by creating a business-friendly BlackBerry at the expense of the kinds of things consumers really wanted, like multimedia, cameras, games, etc. It would appear, based on the JD Power report this morning, that business users like what they see when it comes to iPhone.
The study, in its second year now, measures five key factors: Ease of operation; operating system; physical design; handset features; battery aspects. Apple ranked highest among overall smartphone customer satisfaction with a score of 778 out of 1,000, "performing particularly well in the ease of operation, physical design and handset factors." Apple was followed by BlackBerry (a score of 703) and Samsung (701).
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