Apple, Samsung Highest in Smartwatch, Fitness-Band Satisfaction, Surveys Find
Apple ranks highest in customer satisfaction among suppliers of smartwatches, and Samsung holds the same distinction in fitness-band devices, J.D. Power said in two reports released Tuesday. They measure overall satisfaction with smartwatches and fitness trackers among a total canvass…
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of about 6,000 consumers who bought one or both of those devices in the past 12 months, said the researcher. Overall customer satisfaction with smartwatches is 847 (on a scale of 1,000), it said. But nearly two in 10 indicated having experienced one or more problems with their smartwatch, with short battery life as the leading complaint, it said: “When customers experience one or more problems with their smartwatch, there is a significant 21-point drop in overall satisfaction.” Overall customer satisfaction with fitness band devices across all brands is 829 on a scale of 1,000, it said. Ease of use (cited by 48 percent of consumers) in the main purchase consideration in choosing a particular brand of fitness tracker, followed by price (40 percent), brand reputation (38 percent) and positive reviews (36 percent), it said.