While almost every company on the planet would go nuts if they had a customer satisfaction rating anywhere near 93%, it’s actually the sign of an issue for Apple. New satisfaction statistics are out, and some of the numbers may be quite surprising. The results of a recent survey by Change Wave Research showed a 93% satisfaction rating for the iPhone 4. A similar survey done last year showed 99% of users said they liked or loved their iPhone 3GS
Here’s a spot of research I wasn’t expecting to hear: according to the Yankee Group , 73% of iPhone users are “very satisfied” with the service provided by their exclusive carrier, AT&T – despite the many articles continually appearing across the web stating otherwise. We can only guess that the remaining 27% complain more than the 73% praise, because, as CNN reports, the data is concrete. Then again, what we hear and what the reality of a situation is aren’t always the same – the tech world learned that lesson the hard way through the release of Apple’s “AntennaGate” data , which was surprising , and seemed to contradict much of what we’d already heard. However, AT&T’s praise may actually be due to the sheer brilliance of the iPhone itself.
The free AT&T account management app for the iPhone, myWireless Mobile , got a few new features yesterday, with the most significant being the new AT&T Wi-Fi hotspot locator under the More section. AT&T myWireless Mobile v1.4 now features: • Compatible with iOS 4 • AT&T Wi-Fi Locator • Enhanced messaging and alerts to support display of unbilled data usage AT&T Wireless Customers: Smartphone customers with selected AT&T Wireless Devices and 3G data rate plans including the Smartphone $30 or higher rate plans (excludes Smartphone Enterprise 4MB plans). Qualifying Wi-Fi enabled Smartphone are listed at www.att.com/getwifi All Apple iPhone customers include AT&T Wi-Fi Basic service. AT&T BlackBerry customers with a $30 or higher BlackBerry rate plans (excludes BlackBerry Enterprise 4MB plans (Requires a qualifying Wi-Fi enabled BlackBerry.) Additional restrictions apply
AT&T claims to have identified the recent upload problems over 3G experienced by some customers with a recent software bug dealing with Alcatel-Lucent’s hardware they use in certain regions. Alcatel-Lucent is working on a fix, but until then, AT&T is simply configuring towers to allow regular 3G upload speeds instead of the enhanced mode. AT&T and Alcatel-Lucent jointly identified a software defect — triggered under certain conditions – that impacted uplink performance for Laptop Connect and smartphone customers using 3G HSUPA-capable wireless devices in markets with Alcatel-Lucent equipment. This impacts less than two percent of our wireless customer base
Two people “ familiar with the plans ” have told Bloomberg that the iPhone is coming to Verizon in January 2011. If true, this would end Dallas-based AT&T’s hold on the iPhone market in the U.S. which it has held exclusively since 2007.