Thread: RIM falls to last place on J.D. Power’s smartphone customer satisfaction survey

In the eyes of the J.D. Power survey, RIM continues to drop in numbers. When compared to the last survey, published in Sept of 2010 - Rim has now fallen from 4th place to last place as shown in the most recent survey published.

Here’s how J.D. Power weighs the various categories:

Operation (30%); physical design (30%); features (20%); and battery function (20%). For smartphones, the key factors are: ease of operation (26%); operating system (24%); physical design (23%); features (19%); and battery function (8%).

The 2011 U.S. Wireless Smartphone Customer Satisfaction Study—Volume 1 and the 2011 U.S. Wireless Traditional Mobile Phone Satisfaction Study—Volume 1 are based on experiences reported by 7,275 smartphone owners and 11,347 traditional mobile phone owners. The studies were fielded between July and December 2010.

i wonder what kinda questions they had in the operating system section; at least 3 of those brands use multiple OSes.
anyways just give Rim a few more yrs QNX will show them...hopefully

Originally Posted by wbeckle

i wonder what kinda questions they had in the operating system section; at least 3 of those brands use multiple OSes.
anyways just give Rim a few more yrs QNX will show them...hopefully

I'm surprised that most, if not all, BlackBerry blog sights neglected to post this news. Not every story published about RIM has to be butterflies and lollipops. I for one think that having a unbiased blog in which we can also critique RIM will only help to refine the service/ product for BlackBerry consumers. It's obvious that RIM is behind in the game... but (I say that with sincerity), with the support and pressure from the consumers, I know that RIM can once again pull ahead. The problem is, the major BlackBerry sites aren't doing a very good job at relaying the message and calling out RIM for the lack of providing to the comsumer's wants and needs.

As you pointed out, having QNX on the upcoming devices would be huge, although the details released so far don't suggest that as the upcoming devices are suppose to release with OS 6.1. RIM could really hit a home run by making these upcoming devices QNX ready. I think the PlayBook will be a hit when it finally releases, but it comes just a month too late to really produce the impact that it could have done in the tablet market.

Anyway, that is my rant for now. I'm really interested in what everyone has to say on this topic.

IMHO, when RIM starts selling the playbook, it will rise back up, because of its QNX OS...but after that, i don't know. RIM is a good company, but it is using its old ideas too much, and is rapidly falling behind with other competitors. I, for one, really want an Iphone...

The playbook, in my opinion has not been marketed well enough to make that big a splash; I'm sure every BB user will get on though, including me

Concerning news sites: I was on cnet video section Friday and could not find a single video that even mentioned blackberry. And in my opinion even BB sites don't market BBs very well. Unlike the other sites they depend solely on actual news about Rim (and themes) for content and that's not a whole lot. I have some suggestions albeit borrowed from other sites:

- Rim produces some of the worse product videos BB sites could create some proper videos like nokia n900 30 sec videos (maemotalk.com/2009/11/23/nokia-n900-30-second-videos/)

- device reviews, comparisons and recommendations like allaboutsymbian.com. Basically put the BB up against other brands. It's a bit biased but that's expected

- how-to videos and workarounds for common BB short-comings. iphone blogs have lots of how-to content, symbian and android also but they include more workaround-type content as well.

The basic idea is that a potential buyer should be able to see from a BB site at least that a BB can actually do what the others can and how it does it. They should also be able to find how to do common tasks especially stuff touted by the other brands, assuming the BB can do it of course

BB sites do have a lot of chatter but very little knowledge/awareness building/enlightening/decision making content. Some of this stuff is in the forums and forums are cool but not for the average smart-phone user of today.

This is more work I know, but may be Rim would sponsor such a marketing arm

Originally Posted by wbeckle

The playbook, in my opinion has not been marketed well enough to make that big a splash; I'm sure every BB user will get on though, including me

Concerning news sites: I was on cnet video section Friday and could not find a single video that even mentioned blackberry. And in my opinion even BB sites don't market BBs very well. Unlike the other sites they depend solely on actual news about Rim (and themes) for content and that's not a whole lot. I have some suggestions albeit borrowed from other sites:

- Rim produces some of the worse product videos BB sites could create some proper videos like nokia n900 30 sec videos (maemotalk.com/2009/11/23/nokia-n900-30-second-videos/)

- device reviews, comparisons and recommendations like allaboutsymbian.com. Basically put the BB up against other brands. It's a bit biased but that's expected

- how-to videos and workarounds for common BB short-comings. iphone blogs have lots of how-to content, symbian and android also but they include more workaround-type content as well.

The basic idea is that a potential buyer should be able to see from a BB site at least that a BB can actually do what the others can and how it does it. They should also be able to find how to do common tasks especially stuff touted by the other brands, assuming the BB can do it of course

BB sites do have a lot of chatter but very little knowledge/awareness building/enlightening/decision making content. Some of this stuff is in the forums and forums are cool but not for the average smart-phone user of today.

This is more work I know, but may be Rim would sponsor such a marketing arm

Good points, thanks for the feedback.

I think JD Powers should just stay in the automotive world (where I have worked as an engineer for 15+ years) where they really made their name, and even then, their findings were questionable as to who had more money!!