iOS 6 Maps Is Sinking Customer Satisfaction Ratings

iOS 6 Maps Is Sinking Customer Satisfaction Ratings

The satisfaction rates of iPhone users are notorious, an industry best. That’s not surprising, considering Apple makes some of the best devices on Earth and that, for the most part, the competition can’t really measure up.

But while people are satisfied with their iPhones, iOS 6 and, in particular, its buggy, half-formed implementation of Maps has caused a dip in customer satisfaction. It’s not a massive drop, but it’s enough to show that the Maps debacle is tarnishing what is otherwise Apple’s best operating system.

In a poll conducted by mobile customer research firm On Device which reached out to 16,000 iPhone owners in the United States, those with iOS 6 installed on their devices were slightly less satisfied than those with iOS 5: a drop from a satisfaction rating of 7.75 to 7.65.

It’s a tiny drop, true. So why’s this news? Apple customer satisfaction has only gone up with every OS update. In fact, that’s true with the competition as well: Android satisfaction goes up with every update too.

Look at how satisfaction jumped for iOS between iOS 4 and iOS 5. It went from an average of 6.93 to an average of 7.75. With iOS 6, satisfaction has dropped to about 7.65, when it probably should have gone up a whole point.

It’s a shame that Maps is dirtying the image of iOS 6 in the eyes of so many iPhone users, because I think it’s an incredible update for features like Do Not Disturb, the new panorama functionality, shared Photo Stream albums and more. Maps is a hot mess, but it’s a shame it’s sinking the whole update for users.

  • ScotHibb

    I, for one, like the Apple Maps. Works fine for me on iPhone 5. I still have Google Earth for when I want to check out stuff I used to be interested in 8 years ago, but have only launched that app twice in over a year. EFF Google.

  • FluxMyCapacitor

    Honestly it’s probably has to do with all of iOS 6. Just seems very unpolished. Try a search in the App Store. Now there is one result per screen. The layout itself is not a good UI when you get 5000 results.

  • SamuelBrock

    Here’s the deal, Apple pulled an Amazon. Their maps are decent here. I’ve run tests, used the hell out of the new maps app and its great for the US. The only thing that seems to be bothering people is the lack of businesses or incorrect placement of businesses/places. Addresses show up how they were intended and directions haven’t had one problem. In the US, I think Apple maps are great. Outside, it seems to be another story

  • Ed_Kel

    You’re making a lot of assumptions here. There was a HUGE difference between iOS 4 and iOS 5 whereas the difference between iOS 5 and iOS 6 is minuscule in comparison. You’re right in that the satisfaction rating should have gone up, but a .10 drop does not line up with the Apple Maps hype. It’s either one of two things; 1) the issues with Maps is over-hyped and it’s virtually a non-issue with the exception of very few, or 2) these ratings are just plain wrong.

  • CharilaosMulder

    Just can’t believe how everyone is talking so much about how the new maps suck. They don’t. It’s a great first gen product, A LOT better than Google Maps 1.0

  • Travis

    Maps, maps, maps… How about adding swipe to remove calendar events? I’ve been waiting this seamingly simple feature since inception. Am I the only one that thinks this feature should be on iOS?

  • Kurt Bauer

    works fine in Vegas as well if that is hurting people they need to grow up and look at all the great features

  • yankeesusa

    I, for one, like the Apple Maps. Works fine for me on iPhone 5. I still have Google Earth for when I want to check out stuff I used to be interested in 8 years ago, but have only launched that app twice in over a year. EFF Google.

    What? Why would you compare google earth with maps? They are meant to do different things. Lets just say that my wifes
    iPhone is still using ios5 and still sporting google maps. Plus for navigation scout works awesome.

  • yankeesusa

    Just can’t believe how everyone is talking so much about how the new maps suck. They don’t. It’s a great first gen product, A LOT better than Google Maps 1.0

    Seriously, comparing google maps1.0? Yes, that probably wasn’t amazing back then but we are talking about now. Apple should have left google maps and introduced their version as a beta option, then the complaints would probably be non existent. The point is that they screwed up and instead of admitting they were wrong they are just being apple.

  • joewaylo

    They don’t like it because Steve Jobs appointed Tim Cook as CEO who has little innovative thinking. He released iOS 6 maps before it was fine tuned. It’s missing all the proper points that Apple fans want. And it’s old features taken from Android.

About the author

John BrownleeJohn Brownlee is a Contributing Editor. He has also written for Wired, Playboy, Boing Boing, Popular Mechanics, VentureBeat, and Gizmodo. He lives in Boston with his wife and two parakeets. You can follow him here on Twitter.

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