Apple Tops Smartwatch Customer Satisfaction Report

Written by Martin Kovacs     13/07/2016 | 18:20 | Category: INDUSTRY

Apple leads other manufacturers in terms of overall smartwatch customer satisfaction, according to the J.D. Power 2016 Smartwatch Device Satisfaction Report.

Apple Tops Smartwatch Customer Satisfaction ReportA second report, the J.D. Power 2016 Fitness Band Device Satisfaction Report, has additionally ranked Samsung highest for customer satisfaction among manufacturers of fitness band devices.

"The reports measure overall satisfaction with smartwatches among customers who purchased a smartwatch device within the past 12 months and satisfaction with fitness band trackers among customers who purchased a fitness band device within the past 12 months," J.D. Power explains.

Smartwatch satisfaction (listed in order of importance) was rated on: ease of use, comfort, battery life, phone features, price, strength/durability, display size, styling/appearance, reliability, apps available and customer service.

J.D. Power calculates satisfaction on a 1,000-point scale.

Apple ranked 852 in customer satisfaction with smartwatches, performing particularly well in comfort, styling/appearance and ease of use, while, Samsung coming second with 842, performed well in customer service, display size and phone features.

J.D. Power found that 19 per cent of smartwatch customers indicated having experienced one or more problems, the most common of which were the battery charge not lasting long enough/battery not charging (29 per cent), difficulties customising (23 per cent) and broken charger (22 per cent).

Fitness band trackers satisfaction (listed in order of importance) was rated on: reliability, strength/durability, ease of use, battery life, price, variety of features, comfort, styling and appearance, display size, apps available and customer service.

Samsung ranked 859 for fitness bands, performing particularly well in comfort, reliability and ease of use, with Garmin, ranking second with 836, performing well in customer service, ease of use, strength/durability and reliability.

Online shopping websites (43 per cent) along with recommendations from friends/family (41 per cent) were the two key sources of information used in selecting a fitness band.

Customers cited ease of use (48 per cent), price (40 per cent), brand reputation (38 per cent) and positive reviews (36 per cent) as their main considerations when selecting their current fitness band.

The reports are based on responses from 2,696 respondents who purchased a smartwatch within the past 12 months and 2,949 respondents who purchased a fitness band tracker within the past 12 months.