Apple denies users bailing on new service

Is Apple’s new music app having trouble holding on to users?

The Cupertino, Calif., tech giant is fighting back against a report that nearly half of those who have tried Apple Music for free have since quit the service.

A survey of 5,000 people by the research firm Music Watch said earlier this week that 48 percent of those who had tried the service said they were not currently using it. It also said that 11 percent of Apple iOS users reported they were currently using Apple Music, while more than three-quarters were aware of it.

“In terms of benchmarking Apple Music, 40 percent of iOS users are buying digital downloads from iTunes, suggesting trial of Apple Music could be higher,” said MusicWatch managing partner Russ Crupnick in a statement. “That’s the disadvantage of not being the first mover in a market where very good services currently exist.”

That was widely interpreted in the tech press as a sign that Apple Music has had a difficult time gaining traction since it launched June 30 with much fanfare. Those who sign up for the service can use it for free for 90 days before being charged the $9.99 a month subscription fee.

But Apple has come out swinging, declaring that only 21 percent of trial users have opted out.

Contacted Wednesday, MusicWatch’s Crupnick said he had been in touch with Apple, and that they have agreed to look at each other’s numbers. He also pushed back against the idea that his survey suggested problems for Apple Music.

“We have to be sure we’re measuring the same thing,” Crupnick said in an email. “I do think it’s unfortunate that some color has been added to the number suggesting Apple Music is struggling, or worse yet, failing. That wasn’t my conclusion at all.”

Apple Music has said it has 11 million trial users. Those who signed up in the beginning are now in the second month of the three-month free period. Spotify, which launched in 2008, has 20 million paying subscribers, plus 55 million who listen for free with ads.