Survey Says Most iPhone Users Love AT&T 490
Hugh Pickens writes "In a report sure to raise eyebrows, CNN Money claims that despite a very vocal group of detractors, the vast majority of iPhone users love AT&T. A survey released this week by Yankee Group reports that 73% of iPhone owners scored their satisfaction with the carrier as an 8, 9, or 10 on a 10-point scale. The results seem surprising, given the pounding AT&T has taken in the media and on the blogosphere about its service-related issues with the iPhone and AT&T's recent iPad-related security glitch. For its part, AT&T says its network really isn't as bad as many people think. 'There's a gap between what people hear about us and what their experience is with us. We think that gap is beginning to close,' says Mark Siegel, an AT&T spokesman. 'It doesn't mean we're perfect; we still have work to do. But that's no surprise to us, because we have a great network.'" Buried in the penultimate paragraph is the somewhat alarming note that "77% of iPhone owners say they'll buy another iPhone, compared to 20% of Android customers who say they'll buy another Android phone."
What a joke of a survey. (Score:1, Interesting)
All depends on where you are and what you do (Score:5, Interesting)
Around me, AT&T has nearly (I'd say 85-90%) of the coverage of Verizon, and probably 130-200% more coverage than the next best. When comparing my speed to those on Verizon about a year ago, my data was twice as fast. Then again, I'm not in a major metro area. I doubt we have a lot of iGoobers streaming youtube and pandora on every cell.
I will say that the iPhone appearance of speed in Safari is about twice that of any WinMobile phone I've had, though no faster or slower than the browser on the couple of Blackberries I've seen.
I suspect the satifaction, aside from the Apple factor, has more to do with the particular default setup of the OS than the actual OS efficiency. Android can do a hell of a lot more, but since most (80%? 90%?) of users never change the defaults, most of the people with Android phones are missing out a lot of the potential features. iPhones, otoh, are more of a WYSIWYG experience - if it doesn't exist in the default profile setup, it simply doesn't exist.
I believe it (Score:4, Interesting)
I write apps for the android, I've compared 5 different models in my office full of engineers. I continue to stick with each iPhone version because I find the android interface and integration with my computers to suck frankly. I do not have reception problems, I've never been bricked.
I keep hoping android will do better, but the carriers are acting like music companies and screwing up the products in ways I find problematic. I'm not basing this on news, but on evidence from personal experience.
Am I in the reality distortion field or are you?
it's not as bad as some think, but it's bad enough (Score:1, Interesting)
As I sit here at my house with at best 2 bars of signal. I can't even get push notifications at my own home with AT&T because of poor coverage.
In general in well-travelled places the coverage is okay, although the system does overload at big gatherings (too many iPhone owners in my area I suspect). But if the Verizon deal is real, I'll switch in an instant, just so I can use my phone at my house properly.
Hold the Phone! (Score:5, Interesting)
Ah, the "Yankee Group".
Let's take a look at the "independent research organization" called the "Yankee Group" who was the publisher of this rather surprising "study".
The single-sentence introductory paragraph to the rather glowing Yankee Group Wikipedia entry reads as follows: "Yankee Group, a Massachusetts company, sells advice and market-research information relating to information technology".
The Yankee group makes a considerable amount of it's income from the "consulting services" it offers to corporations. Consulting about what? About marketing products.
You might remember the Yankee Group because they were the ones who Microsoft hired to do a study showing that Windows 2003 was superior to Linux "in terms of quality, performance and reliability and that the Windows users are more satisfied than Linux users (think about that). Who did Yankee Group hire to do the actual "study" part? Ah, well, they hired "Sunbelt Software, a vendor of Windows utilities, which publicised the survey solely through a mailing list called W2Knews, billing itself as "the World's first and largest e-zine designed for NT/2000 System Admins and Power Users"."
So, the impartial study about Windows vs Linux was solely published in a Windows user group's online forum.
When Yankee Group was criticized for the many press releases that they put out trumpeting Windows obvious superiority over Linux, this is what happened:
This according to ZDNet.
So, at a time when Microsoft was engaged in a FUD campaign against Linux, pushing their "revolutionary" 2003 Server, they hire the Yankee Group to frame "radical" Linux users as "extremist fringe" and "loonies" and are "disrespectful" and "threatening".
So you're an IT manager and you read that. You want "disrespectful and threatening loonies" working for you or do you want to hire the more satisfied Windows administrators whose platform is "superior" in terms of "quality, performance and reliability"? That was exactly how the press releases from the Yankee Group read.
So, all you iPhone users are just thrilled to death with AT&T? Fascinating...
A similar report notes... (Score:4, Interesting)
Seriously, AT&T and the iPhone are probably good enough for the majority of people for what they need it to do. People know nothing is perfect and, so, good enough is fine.
Be more satisfied with what "is" than dissatisfied with what "could be".
Me? I own a Qualcomm QCP-1900 from around 1997 using PrimeCo/nTelos. Don't use it a whole lot, but the phone still works like a champ and I have *never* had a call dropped. I say "bah" to your fancy text and web-enabled phones, mine actually works as a *phone* :-)
Re:Not surprising.... (Score:2, Interesting)
I use an iPhone and continue to use it because it is a better product for my needs than the Android.
How is it a better product? Seriously, thats what people have been asking.
Re:I believe it (Score:5, Interesting)
The added general complexity offered by stock android phones does (arguably) nothing to attract the average user away from the iphone's installed base and headstart, which doesn't attract as many developers, which in turn may not attract as many technical folks unless they really dislike Apple and AT&T.
Anyways, it's not a perfect argument on my part, but it seemed to make sense as I thought about it while reading your post.
Re:Only 20% of Android users will return to Androi (Score:3, Interesting)
iPhone.
BSD viruses and over-simplification (Score:5, Interesting)
1. What BSD had in the 80s and 90s, those were worms, not technically viruses. But you can be forgiven for not understanding the distinction.
2. OSX kernel is not a BSD variant. the userspace is a BSD variant. The kernel is a Mach variant with a BSD personality welded onto it. (If I showed you some BSD code in the Windows98 kernel would you claim that Win98 is a "BSD variant").
3. Apple's website specifically mentions malware [apple.com]. So any over-simplification is on your part, not Apple's in this case.
Previous AT&T customer (Score:1, Interesting)
Living in the Tampa bay area, I honestly believe I would go back to a land line (which I left in 97') before going back to AT&T. Most phone calls with them would drop within 3 minutes. There suggestion was for me to purchase another phone, even though my phone was less than 6 months old. I will never be an AT&T customer again. Same goes for my Sprint experience. AT&T is the only reason I will not buy an iPhone. Currently pleased with my Verizon/Droid combo. T-mobile was fine, as well.
Re:Linux loonies (Score:4, Interesting)
Good for you, iceperson, but the point here is that the Yankee Group, the outfit that did this "study" showing how iPhone users love AT&T are known to do greasy things with their "studies". It has nothing to do with whether or not you like your iPhone.
The study they sponsored, showing how Windows Server 2003 is "superior" to Linux, was done using a survey that was only published to a Windows user group.
It would be like publishing a survey in Mac Life asking whether OSX was superior to Windows and Linux, and then publishing the results as evidence that OSX is clearly superior based on an "independent study".
I don't mind AT&T at all nowadays (Score:4, Interesting)
I was on the old Cingular network when I first went into business. My first smartphone was a Treo 650. It sucked. Switched to a Treo 700p on Verizon a couple of years later when it came out. Network was a little better, phone sucked worse. Far worse.
After debating it with myself for a while, I bought the first iPhone when it came out in 2007. I still wasn't impressed by the AT&T network, but the phone worked so well I didn't care. When 3G came to pass I was unimpressed enough that if Verizon had an equivalent phone then that could have done simultaneous voice and data I might have switched.
Starting in late 2008, the AT&T network in my area's gotten a lot better. Good enough that I'm not tempted to switch anymore. I upgraded to the iPhone 4 last month, and antenna problems or not it improves reception even more for me - drop spots I had with older AT&T phones (going back to my Treo 650) are not a problem anymore. 3G speeds are excellent. When my VZ contract expires for the data card I have with them next month I will cancel it and just use tethering on my iPhone to save more money.
Basically, I pay less than I used to, have a better phone, and next to no network issues anywhere I go regularly. On the rare occasion I've had to call customer service they've been helpful and easy to reach. More than once they've called me back to follow up and make sure I'm happy. Bottom line for me - I'm happy with AT&T, and I see no reason to change. And I'm a happy iPhone user as well. As long as they don't screw it up, I'll stick with AT&T.
Buy another? (Score:0, Interesting)
So... 80% of Android customers are satisfied with their phones, whereas 77% of iPhone owners feel that they need to replace theirs.
Statistics are so open to interpretation
Well, if they're AT&T android customers... (Score:3, Interesting)
brand recognition (Score:2, Interesting)
I wonder what percentage of android users even know they are using an Android phone? Verizon on the other hand did a great job with the Droid name, to the point I have to describe to my friends that other networks also have "Droids". Google needs to start doing better maybe something fun like working with manufacturers to ship some android green earbuds with every phone and do some Apple spoof commercials with silhouettes of the users dancing.
Re:Only 20% of Android users will return to Androi (Score:5, Interesting)
Well.
I have an Android phone - an HTC Legend, running Android 2.1
So - what's it like?
Coverage issues aside (I am on Vodaphone in Australia and cannot get any reception at the desk where I work, it's infuriating. I actually have my number forward to another phone just for that problem), it's ok.
Not fabulous, just ok. As a phone it is average - I previously had a Sony Ericsson K660i which I loved, it was surprisingly capable (I could get GMail and sync my contacts, but not calendar unfortunately) and the battery lasted ages. Great little thing. Keypad starting to wear out after 2 years of light use.
The HTC/Android software feels mostly average. Not brilliant. It feels a bit - well - clunky. I find myself with iPhone envy.
Battery consumption - pretty high - if I actually use the phone, I need to recharge every 1-2 days.
WiFi - reception is not great. In my front room I can use a laptop on wireless, but not the HTC.
The main phone apps could be so much better. When I look someone up, I may want to phone them, or I may want to message them. This takes far, far too many clicks.
The games are great - and I love the app store with a lot of useful things. Bit hard to find actual good ones, but such is life.
Am I satisfied - yes. Am I overjoyed - no. Am I looking forward to 2.2 - yes. Would I buy another Android - maybe. Hopefully it will improve a lot!
Re:Come on, parent is not a troll. (Score:3, Interesting)
From the article, it is extremely likely that the main reason that the iPhone users rate AT&T so highly is because (*drum roll*) it has the iPhone. In short, they are fans of the iPhone, not really AT&T, but since AT&T is the exclusive carrier of the iPhone... The article links it to the supposed "Reality Distortion Field" that supposedly affects all users of Apple products (or at least the Apple Fanboys), but quite simply I think that it is that many of the iPhone users are extremely tolerant of network issues so long as they can have their iPhone and it works the majority of the time. When Verizon starts carrying the iPhone, you'll see the satisfaction level with AT&T drop like a stone.
Now, as for why the majority of these people *must* have an iPhone so badly, I refuse to speculate as it would probably result in some unfavorable comments about the Apple faithful.
As for why the Android repeat number is so low, I posit that if they limited the survey group to Android users that bought an Android phone that was equivalently priced with the iPhone, you'd see a dramatically higher percentage. Android's early (and still ongoing) market fragmentation resulted in many poor custom UIs and underpowered low-end devices, which negatively impacted its image. Not to mention, all Android users having to face iPhone envy because it was the "in" thing, and constantly making headlines thanks to Apple's image machine. Ask the Droid X or Evo or Nexus One users whether they'd buy another Android device, and I'd wager you'd see closer to a 75% (and quite probably higher) affirmative response.
What happened to "Think different"? (Score:4, Interesting)
While the rest of the audience enjoys their dumb comedy, you're shouting "Stop laughing! Can't you all see the plot is nonsensical?!". There is a problem, but it isn't with the rest of the audience.
What you are describing sounds a lot like that "Think different" stuff, yet you say it as if it's a bad thing.
Since when did nonconformity become a positive thing only if it's used to sell Apple products?
Do they have a choice? (Score:1, Interesting)
Where else can they go?
It depends on the market (Score:4, Interesting)
It depends on the market, for sure. Here in the Washington DC area, AT&T is the combined 1900 MHz AT&T and 850 MHz Cingular. The service has provided superior voice coverage, moved to the higher-coverage 850 MHz band, with data in the 1900 MHz band. People tend to notice problems more on the voice network so it's top-notch here in DC.
On the other side of things, the New York City market is where AT&T coverage suffers. In the past, T-Mobile and Cingular created a network called "GSM Partners" which created a powerful, market-saturating 1900 MHz network for Cingular and T-Mobile, while the also-ran AT&T competed with a spotty, pathetic 1900 MHz network with hardly any 850 MHz coverage. When Cingular and AT&T merged, that network was required to be divested to sole owner T-Mobile. As a result, T-Mobile is solid coverage in New York City, but AT&T is a pathetic, spotty player.
It really depends on where you live. Los Angeles market has a similar situation. Here in DC, we love our AT&T network with solid 850 MHz voice and 1900 MHz data. It's too bad it's not so good in NYC and other markets.
Re:Location, location, etc. (Score:2, Interesting)
But yeah... So I was driving down the road with my Droid X in it's car mount, using an adapter to stream Pandora from my phone to my car stereo, all while I had Google Navigation giving me directions. That's when I decided that I really, really loved my phone.
Re:Come on, parent is not a troll. (Score:3, Interesting)
> Now, as for why the majority of these people *must* have an iPhone so badly, I refuse to speculate as it would probably
> result in some unfavorable comments about the Apple faithful.
It's no great mystery. It's the best phone. You heard about it reinventing the smartphone, right? You only need to work your brain to figure out why people would pay the same price for a phone that is not the best phone. Same as it's not hard to figure out why people buy iPods, but you have to wonder why they bought Zunes when Zunes were available. To save $10? What was the reason? Hard to say. But why people bought iPods was they had iTunes and great design and were easy to use and easy to put music and movies on there and they got smaller and cheaper and added more features year after year. With iPhone, for many people that is the first computer they ever mastered. It's the first computer they ever installed a native application onto, or bought a native application for. And they loaded their first one up with native apps, Web apps, music, movies, podcasts, books, contacts, calendars, emails and they did things with their phone that they never thought was possible, and it very rarely crashed or asked them to do any kind of I-T work and yeah, for $99 or $199 they want another one. No mystery at all.
And "Apple faithful" is so out-of-date. There are many iPhone users for whom iPhone was their first Apple product, they did not even have an iPod. And 40% of iPad users bought one instead of a Windows PC.
People who bought Apple products in 1996 were "Apple faithful" and true fanboys, because the company had been poorly managed into the ground and was on the ropes like Microsoft is today. But people who buy Apple products in 2010 are just people. Regular consumers. They go to the mall and check out what is in the Apple Store and they try the devices and they like them, they find them useful. They prefer to go to Apple Store instead of Best Buy where choosing devices can be like doing your taxes, all spec sheets and mumbo jumbo. And Apple has a reputation for making the best phone and the best devices. Doesn't take a fanboy to buy the best and like it, it takes a fanboy to buy the worst and like it. For example, people who are running Windows 7 right now and looking forward to the release of Windows Phone 7 are the Microsoft faithful. Most Microsoft users are still running XP and wondering what the fuck happened to Bill Gates.
> As for why the Android repeat number is so low, I posit that if they limited the survey group to Android users that bought
> an Android phone that was equivalently priced with the iPhone, you'd see a dramatically higher percentage.
The reason the Android number is so low is that Android is not made for consumers. It's too much like a PC, which most people fucking hate. They think of the PC as a kind of torture device they have to endure at work. They were sold an Android device as being "just like an iPhone" but they can't do 10% of the things their friends are doing with their iPhones because 1) they don't have a CS degree, and 2) Android is missing stuff compared to iPhone. Even the very low level of technical prowess it takes to just sync your iTunes music with your Android phone (download Missing Sync, etc.) is way beyond most consumers. It has to be made 1000 times easier to do everything than it currently is on Android. Or, consumers should be warned away from the Nerd Phone and let a much smaller Android user base of hardcore nerds give it a 90% satisfaction rating.
> Not to mention, all Android users having to face iPhone envy because it was the "in" thing
iPhone is $99. Nobody has to face iPhone envy. Just buy yourself a fucking iPhone. And if you have envy, it's not because it's the in thing, it's because it's better, it came first, and everyone else has been copying it for some time but moving at a much slower pace.
I read the Droid X review at Anandtech. I think that thing is a fucking train wreck, and you couldn't pay me to use one. But
Re:All depends on where you are and what you do (Score:3, Interesting)
AT&T in my area is the old Cingular which is the old Southwestern Bell. I also live in Texas, which means lots of rural areas. Outside of the major cities, I do seem to get on older Edge networks, and in some cases, some stuff that predate Edge (I get voice only calls), but 3G service is expanding in many of the areas I travel to. I now have 3G coverage along pretty much all of 377 and 281 and 67. Metro doesn't cover most of that area at all, Verizon is spotty, Sprint, ha, HORRIBLE coverage. T-Mobile seems to be the second best in this area, but AT&T is king. There are places I get signal and even data (maybe not the fastest) where other's don't get signal AT ALL.
I have also had very good luck traveling with it. In the mountains around Tucson, coverage is spoty because of geographic barriers, but, I have e-mailed pictures from the top of mountains there. All the other networks did not even have coverage (should point out my signal was low, but I do seem to consistantly get a signal, no one else does).
AT&T is also the company that comes in and installs repeaters in office buildings, hospitals, airports, etc in the area.
This doesn't mean that AT&T is perfect. There are areas in this metropolitan area that, while AT&T provides coverage, there just doesn't seem to be enough bandwidth for the amount of people on the network. Luckily, I haven't gotten a "The network is jammed" message in years, but data speeds are incredibly slow. AT&T is adding capacity though. You can see it, just not quite as fast as we would like.