https://www.perfectrec.com/posts/is-apple-making-implausible-iphone-satisfaction-claims
A 99% approval rating is nearly statistically impossible. Apple says it gets one every year. Key Points: - In its May earnings call, Apple claimed that the iPhone 14 had a 99% customer satisfaction rating citing 451 Research, a third party research firm it hired. This was a satisfaction survey, not a Net Promoter survey. (Updated 7/14/23).
- Apple has made a similar claim in every single earnings call for the past seven years.
- A customer satisfaction rating this high is nearly impossible to find using traditional survey methods and a representative sample.
- Independent sources find iPhone satisfaction ratings significantly lower than what Apple claims.
- Apples claimed iPhone satisfaction is far higher than what other consumer companies and brands claim for beloved products.
- We asked Apples press team to explain how the company arrived at these results. They opened our email 73 times, but didnt respond.
- Our best guess is that Apple wants to make bold customer satisfaction claims, and has hired a third-party research firm that will produce those numbers to make them seem more credible and perhaps to provide plausible deniability.
- That firm is likely using a highly unrepresentative sample of tech enthusiasts and early adopters to generate extraordinary satisfaction numbers that Apple then presents as representative of consumers generally.