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INTERNATIONAL SCHOOL OF

BUSINESS & MEDIA

IPHONE CUSTOMER

SATISFACTION SURVEY 

SUBMITTED BY:

RANIJAY SINGH (12068)

NIKITA VYAS (12069)

SUBMITTED TO:

PROF. NUTAN

KUMAR

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SUARBHI RAJ SINGH

(12070)

AKSHATVASHISHT(12067)

INTRODUCTION

Development of the iPhone began in 2005 with Apple CEO Steve Jobs' directionthat Apple engineers investigate touchscreens. He also steered the original focusaway from a tablet, like the iPad, and towards a phone. Apple created the deviceduring a secretive collaboration with AT&T Mobility —Cingular Wireless at thetime—at an estimated development cost of US$150 million over thirty months.

Apple rejected the "design by committee" approach that had yielded the MotorolaROKR E1, a largely unsuccessful collaboration with Motorola. Instead, Cingular gave Apple the liberty to develop the iPhone's hardware and software in-house andeven paid Apple a fraction of its monthly service revenue (until the iPhone 3G), inexchange for four years of exclusive U.S. sales, until 2011.

Jobs unveiled the iPhone to the public on January 9, 2007 at the Macworld 2007convention at the Moscone Center in San Francisco. The iPhone went on sale inthe United States on June 29, 2007, at 6:00 pm local time, while hundreds of customers lined up outside the stores nationwide. The passionate reaction to thelaunch of the iPhone resulted in sections of the media christening it the 'Jesus

 phone'. The original iPhone was made available in the UK, France, and Germanyin November 2007, and Ireland and Austria in the spring of 2008.

On July 11, 2008, Apple released the iPhone 3G in twenty-two countries, includingthe original six. Apple released the iPhone 3G in upwards of eighty countries andterritories. Apple announced the iPhone 3GS on June 8, 2009, along with plans torelease it later in June, July, and August, starting with the U.S., Canada and major 

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European countries on June 19. Many would-be users objected to the iPhone's cost,and 40% of users have household incomes over US$100,000.

In an attempt to gain a wider market, Apple retained the 8 GB iPhone 3G at alower price point. When Apple introduced the iPhone 4, the 3GS became the lessexpensive model. Apple reduced the price several times since the iPhone's releasein 2007, at which time an 8 GB iPhone sold for $599. An iPhone 3GS with thesame capacity now has no cost to the customer, as of the release of the iPhone 4S.However, these numbers are misleading, since all iPhone units sold through AT&Trequire a two-year contract (costing several thousand dollars and including an earlytermination fee), and a SIM lock .

Apple sold 6.1 million original iPhone units over five quarters. Recorded saleshave been growing steadily thereafter, and by the end of fiscal year 2010, a total of 

73.5 million iPhones were sold. By 2010/2011, the iPhone has a market share of  barely 4% of all cellphones, but Apple still pulls in more than 50% of the total profit that global cellphone sales generate. Sales in Q4 2008 surpassed temporarilythose of RIM's BlackBerry sales of 5.2 million units, which made Apple briefly thethird largest mobile phone manufacturer by revenue, after  Nokia and Samsung.Approximately 6.4 million iPhones are active in the U.S. alone. While iPhone salesconstitute a significant portion of Apple's revenue, some of this income is deferred.

The back of the original iPhone was made of aluminum with a black plastic accent.The iPhone 3G and 3GS feature a full plastic back to increase the strength of the

GSM signal. The iPhone 3G was available in an 8 GB black model, or a black or white option for the 16 GB model. They both are now discontinued. The iPhone3GS was available in both colors, regardless of storage capacity.

The white model was discontinued in favor of a black 8 GB low-end model. TheiPhone 4 has an aluminosilicate glass front and back with a stainless steel edge thatserves as the antennas. It was at first available in black; the white version wasannounced, but not released until April 2011, 10 months later.

The iPhone has garnered positive reviews from such critics as David Pogue andWalter Mossberg. The iPhone attracts users of all ages, and, besides consumer use,the iPhone has also been adopted for  business purposes.

Users of the iPhone 4 reported dropped/disconnected telephone calls when holdingtheir phones in a certain way. This became known as antennagate.

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On January 11, 2011, Verizon announced during a media event that it had reachedan agreement with Apple and would begin selling a CDMA2000 iPhone 4. Verizonsaid it would be available for pre-order on February 3, with a release set for February 10. In February 2011, the Verizon iPhone accounted for 4.5 percent of alliPhone ad impressions[vague] in the U.S. on Millennial Media's mobile ad network.On March 2, 2011, at the iPad 2 event, Apple announced that they have sold 100million iPhones worldwide.

On Tuesday, September 27, Apple sent invitations for a press event to be heldOctober 4, 2011 at 10:00AM at the Cupertino Headquarters to announce details of the next generation iPhone, which turned out to be iPhone 4S. Over 1 million 4Smodels were sold in the first 24 hours after its release in October 2011. Due tolarge volumes of the iPhone being manufactured and the its high selling price,Apple became the largest mobile handset vendor in the world by revenue, in 2011,

surpassing long-time leader  Nokia; however, later that year, it was surpassed bySamsung, a major manufacturer of Android phones. American carrier C SpireWireless announced that it would be carrying the iPhone 4S on October 19, 2011.In December 2011, ComScore reported that 10.8% of mobile subscribers use aniPhone

The iPhone is equipped with liquid contact indicators which change from white tored in color when they come in contact with water. These suggest whether water damage has affected the device. The indicators on the iPhone include a small discwhich is located at the bottom of the headphone jack and with the iPhone 3G and

all later models an additional one is located at the bottom of the dock connector .

The indicators are often used by Apple employees to determine whether the devicequalifies for a warranty repair or replacement. If the indicators show that thedevice was exposed to water, they may determine that the device is not covered byApple. However, the liquid contact indicators may be triggered through routineuse, and if a device is worn while exercising, the sweat from an owner maydampen the indicators enough to indicate water damage.

On many other mobile phones from different manufacturers, the liquid contactindicators are located in a protected location, such as beneath the battery behind a

 battery cover, but the indicators on an iPhone are directly exposed to theenvironment. This has led to criticism of the placement of the indicators, whichmay also be affected by steam in a bathroom or other light environmental moisture.In response to these criticisms, Apple made a silent change to their water damage

 policy for iPhones and similar products. This new policy allows the customer to

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request further internal inspection of the phone to verify if internal liquid damagesensors were triggered.

METHODOLOGY 

A. SAMPLE CHARACTERISTICS

CHARACTERISTICS OF PEOPLE WHO WILL BE RESPONDENTS,

RESPONDENTS AGE IS FROM 20-30

QUALIFICATION OF STUDENTS:-GRADUATE OR POST GRADUATE

 TOTAL RESPONDENTS – 70 (50% MALE, 50% FEMALE)

B. PROCEDURE OF DATA COLLECTION

 The data must be collected from a group of 5 or 10

students on an individual basis with the method of filling

questionnaire.

C. QUESTIONNAIRE

 Total no of questions are 11

We have used three rating scale which are as follows:

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• Very Satisfied, Somewhat Satisfied, Somewhat

dissatisfied, Very dissatisfied;

• yes, no;

• Definitely would, Probably would, Might or

might not, Probably would not.

Name: ........................................

Age: ..........................................

Sex: .....................

Email Id: .............................

Mobile number: ..........................

1.What is your Occupation?

a.Student

b.Govt. employee

c.Business man

d.Other

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2.What is your Income Group?

a.5000-10000

b.11000-15000c.16000-20000

d.21000-30000

e.30000 & above

3.What is your preference?

a.Nokia

b.Apple i-Phone

c.Sony Ericson

d.LG

e.Others

4.Overall, how satisfied are you with your Apple

IPHONE?

a.Very Satisfied

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b.Somewhat Satisfied

c.Somewhat dissatisfied

d.Very dissatisfied

5.How likely would you be to recommend Apple

iPHONE to a friend or relatives?

a.Definitely would recommend

b.Probably would

c.Might or might not

d.Probably would not

e.Definitely would not recommend

6.If you could make your mobile phone purchase

decision again, how likely would you be to

choose Apple iPHONE?

a.Definitely would

b.Probably would

c.Might or might not

d.Probably would not

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7.If the price of the IPHONE you purchased had

been 5% higher, and all other mobile phone

prices had been the same, how likely you havebeen to have purchased your iPHONE?

a.Definitely would have purchased

b.Probably would have purchased

c.Might or might not have purchased

d.Probably would not have purchased

e.Definitely would not have purchased

8.If the price of the IPHONE you purchased had

been 10% higher, and all other mobile phone

prices had been the same, how likely you have

been to have purchased your iPHONE?

a.Definitely would have purchased

b.Probably would not have purchased

9.Have you used any other brand of Mobile

Phone?

a.Yes, which?

b.No

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10.If Yes then how much?

a.High

b.Lowc.Normal

11.Do you think the price of IPHONE affect your

buying decision?

a.Yes

b.No

D. STATISTICS ANALYSIS

1.What is your

Occupation?

a.

Student

b. Govt.

employee

c.

Business

man

d. Other

86% 14% 0 0

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student

govt. emp

Remark:

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DISCUSSION

Depending on the results and opinion what

could be concluded. Theoretical

interpretation of pie chart

LIMITATION

Question survey, result cannot be

100% accurate due to:

 The biased respondents

Not interested respondents

Insincere answers

Not seriously answered

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IMPLICATION OF STUDY 

Possible implication of the survey:

Better understanding of consumers

Limitation faced by customer in our product

Better understanding of market

Customer’s choice

Customer’s satisfaction

BIBLIOGRAPHY 

http://blog.iskysoft.com/introduction-of-

iphone/

WWW.GOOGLE.COM

WWW.WIKIPAEDIA .COM