Nokia Jumps To Parity With Apple iPhone in 1 Year in J.D.Power Survey

Nokia 2520 Windows 8.1 tablet and 1520 and 1320 Windows 8 Phones released October 22, 2013

Coming from the late 2012 launch of Windows Phone 8 on Nokia Lumia handsets, the Finnish company has achieved a virtual three-way tie for US customer satisfaction with Apple and Samsung

While Apple holds the top spot, it is a virtual tie this year with Nokia Windows Phone 8 phones getting a rating of 840 and Samsung Android Galaxy sets 839. The difference between the three top vendors is less than 2%, within the margin of statistically error.

Apple no long holds the lions share of the smartphone market nor is the iPhone perceived to be superior to Samsung and Nokia.

The J.D. Power 2013 U.S. Wireless Smartphone Satisfaction Study reveals that customer satisfaction is again on the rise with the top vendor Apple getting a customer satisfaction rating of 855 out of 1,000 up from 795 two years ago.

Apple, Nokia and Samsung in a statistical dead heat on customer satisfaction according to J.D. Power 2013 survey of 16,000 smart phone users

Having used all the iPhone, Android and Windows Phone 8 in the past 12 months, these results make sense. All of the smartphones have their good and a few bad points but the differences are very small.

J.D. Power accentuates the 1.8% difference in customer satisfaction by starting the scale of their chart at 600, a standard technique to magnify small differences. See How to Lie with Statistics.

Same data charted by JD Power to accentuate the small difference in customer satisfaction (J.D. Power chart)

Interestingly, 42% of handset users said they would buy a new phone this year.

“As the capabilities of wireless phones and their applications continue to expand, and as customers grow more reliant on their device, handset manufacturers have an opportunity to further shape the customer experience and impact satisfaction with better integration of services and more communication options, such as video chat,” said Kirk Parsons, senior director of telecommunications services at J.D. Power and Associates.

“It is important, however, that manufacturers meet the expectations of those customers who take advantage of such offers by ensuring the features are intuitive and, ultimately, rewarding to them. Providing an easy-to-use, yet powerful operating system with the ability to customize applications to suit individual needs is essential to providing a high-quality and rewarding wireless experience.”

The 2013 U.S. Wireless Smartphone Satisfaction Study–Volume 2 is based on experiences evaluated by 16,421 smartphone customers who have owned their current smartphone device less than one year and who are customers of the four Tier 1 carriers. The study was fielded between February and August 2013. The study measures customer satisfaction in four factors: performance (33%); physical design (23%); features (22%); and ease of operation (22%). J.D.Power

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