Is Apple making implausible iPhone satisfaction claims?

Re:Is Apple making implausible iPhone satisfaction claims? by dpkonofa on Thursday July 13, 2023 @02:50PM (#36714215)

Yeah, especially when you consider that Apple likely uses NetPromoter as its primary metric for customer satisfaction. NetPromoter only sends out surveys to verified purchasers and the question is a 1-10 scale for satisfaction. Anything 8-10 is “satisfactory”. This is not only plausible but likely and is why the rating is so high. There wouldn’t be very many anomalous responses of people not understanding the question because the question is literally “Would you recommend the iPhone (whatever model) to friends and family?”. That’s not a hard question to understand.

This is not a seriously written article.

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Re:Is Apple making implausible iPhone satisfaction claims? by FireBeyond on Thursday July 13, 2023 @03:01PM (#36714367)

> Apple likely uses NetPromoter as its primary metric for customer satisfaction

The article is entirely about a completely different firm, 451 Research, who actually is not and does not use NetPromoter. They state that they use a pool of "high wallet spend early adopters and technical people".

(For added irony, 451 Research says it's own customers are 98%+ satisfied with them...)

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Re:Is Apple making implausible iPhone satisfaction claims? by nowooski on Thursday July 13, 2023 @03:03PM (#36714406)

Hey - I'm the post author.

Apple may use NetPromoter internally, but on the earnings calls they are citing satisfaction surveys from 451 Research.

In 2018, they shared some of the response categories from the survey. They are customer satisfaction questions "Very Satisfied, Somewhat satisfied." Not recommendation questions.

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