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Apple's iPhone again tops J.D. Power satisfaction ranking

Gregg Keizer, Computerworld | March 18, 2011
Apple's iPhone yesterday again took first place in J.D. Power and Associates' smartphone customer satisfaction rankings.

March's poll was the first conducted by J.D. Power since Apple launched the iPhone 4, but the survey was completed before the Cupertino, Calif. company started selling a model that works on Verizon's network.

Other smartphone manufacturers that made the J.D. Power list were Samsung and Nokia, both with 734 points out of a possible 1,000; and the BlackBerry, with 732.

While satisfaction scores don't necessarily translate into sales -- Nielsen, for example, recently noted that Android-powered phones were used by 29% of U.S. smartphone owners, compared to Apple's 27% share -- Parsons argued that they're critical to keep customers coming back.

"There is a correlation between satisfaction and repeat sales," said Parsons. "That's where the rubber meets the road."


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