INTERNATIONAL SCHOOL OF BUSINESS & MEDIA

IPHONE CUSTOMER SATISFACTION SURVEY

SUBMITTED TO: PROF. NUTAN KUMAR

SUBMITTED BY:
RANIJAY SINGH (12068) NIKITA VYAS (12069)

SUARBHI RAJ SINGH (12070) AKSHAT VASHISHT(12067)

INTRODUCTION

Development of the iPhone began in 2005 with Apple CEO Steve Jobs' direction that Apple engineers investigate touchscreens. He also steered the original focus away from a tablet, like the iPad, and towards a phone. Apple created the device during a secretive collaboration with AT&T MobilityCingular Wireless at the timeat an estimated development cost of US$150 million over thirty months. Apple rejected the "design by committee" approach that had yielded the Motorola ROKR E1, a largely unsuccessful collaboration with Motorola. Instead, Cingular gave Apple the liberty to develop the iPhone's hardware and software in-house and even paid Apple a fraction of its monthly service revenue (until the iPhone 3G), in exchange for four years of exclusive U.S. sales, until 2011. Jobs unveiled the iPhone to the public on January 9, 2007 at the Macworld 2007 convention at the Moscone Center in San Francisco. The iPhone went on sale in the 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 the launch 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 Germany in November 2007, and Ireland and Austria in the spring of 2008. On July 11, 2008, Apple released the iPhone 3G in twenty-two countries, including the original six. Apple released the iPhone 3G in upwards of eighty countries and territories. Apple announced the iPhone 3GS on June 8, 2009, along with plans to release it later in June, July, and August, starting with the U.S., Canada and major

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 a lower price point. When Apple introduced the iPhone 4, the 3GS became the less expensive model. Apple reduced the price several times since the iPhone's release in 2007, at which time an 8 GB iPhone sold for $599. An iPhone 3GS with the same 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&T require a two-year contract (costing several thousand dollars and including an early termination fee), and a SIM lock. Apple sold 6.1 million original iPhone units over five quarters. Recorded sales have 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 temporarily those of RIM's BlackBerry sales of 5.2 million units, which made Apple briefly the third largest mobile phone manufacturer by revenue, after Nokia and Samsung. Approximately 6.4 million iPhones are active in the U.S. alone. While iPhone sales constitute 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 iPhone 3GS was available in both colors, regardless of storage capacity. The white model was discontinued in favor of a black 8 GB low-end model. The iPhone 4 has an aluminosilicate glass front and back with a stainless steel edge that serves as the antennas. It was at first available in black; the white version was announced, but not released until April 2011, 10 months later. The iPhone has garnered positive reviews from such critics as David Pogue and Walter 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 holding their phones in a certain way. This became known as antennagate.

On January 11, 2011, Verizon announced during a media event that it had reached an agreement with Apple and would begin selling a CDMA2000 iPhone 4. Verizon said 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 all iPhone 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 100 million iPhones worldwide. On Tuesday, September 27, Apple sent invitations for a press event to be held October 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 4S models were sold in the first 24 hours after its release in October 2011. Due to large 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 by Samsung, a major manufacturer of Android phones. American carrier C Spire Wireless 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 an iPhone The iPhone is equipped with liquid contact indicators which change from white to red 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 disc which 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 device qualifies for a warranty repair or replacement. If the indicators show that the device was exposed to water, they may determine that the device is not covered by Apple. However, the liquid contact indicators may be triggered through routine use, and if a device is worn while exercising, the sweat from an owner may dampen the indicators enough to indicate water damage. On many other mobile phones from different manufacturers, the liquid contact indicators 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 the environment. This has led to criticism of the placement of the indicators, which may 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

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

METHODOLOGY
SAMPLE CHARACTERISTICS

A.

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:

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

2.What is your Income Group? a.5000-10000 b.11000-15000 c. 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

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

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 have been 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

10.If Yes then how much? a.High b.Low c. 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 86%

b. Govt. employee 14%

c. Business man 0

d. Other

s tudent g ovt. em p

Remark:

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

IMPLICATION OF STUDY Possible implication of the survey:

Better understanding of consumers Limitation faced by customer in our product Better understanding of market Customers choice Customers satisfaction

BIBLIOGRAPHY
http://blog.iskysoft.com/introduction-ofiphone/ WWW.GOOGLE.COM WWW.WIKIPAEDIA .COM