The American Customer Satisfaction Index (ASCI) today released its latest rankings of customer satisfaction in the United States for mobile phones and a number of products and services, with the new mobile phone rankings being expanded to include Apple, Research in Motion, LG, and HTC for the first time.

asci mobile phones 2012
In its first appearance in the rankings, Apple easily topped the list with a score of 83, outdistancing Nokia, LG, and HTC in a tie for second place at 75. Apple's performance marks the first time a mobile phone company scored above 77 in any of the group's surveys dating back to 2004.

For many users, the advent of smartphone technology has dramatically changed what they look for in a cell phone device. Two smartphones makers, Apple and Research in Motion (RIM), enter the ACSI with very different results. At 83, Apple (iPhone) leads the field by a long shot, while RIM (Blackberry) lags behind as the least satisfying at 69. [...]

At 83, Apple’s iPhone is a game changer when it comes to customer satisfaction. No other cell phone company has ever broken into the 80s. Apple’s nearest competitors this year are three companies tied at 75: Nokia (+3%) and ACSI newcomers LG and HTC.

Apple has routinely topped ACSI surveys for personal computers, and with its new inclusion in the mobile phone category it is now leading that market as well.

On the carrier front, AT&T experienced a significant jump in customer satisfaction this year as other carriers saw drops, significantly tightened the field. Among the four major carriers, Sprint led with a score of 71, followed by Verizon at 70 and T-Mobile and AT&T at 69. All of those major carriers were beat out by the "All Others" category, which garnered a score of 76.

Top Rated Comments

nuckinfutz Avatar
120 months ago
I don't know any one with an iPhone that knows how to use it (properly...)

Me too....it should be a blunt force object on the skull of Android owners.

j/k
Score: 9 Votes (Like | Disagree)
dasmb Avatar
120 months ago
Why is Samsung the largest Android smartphone maker ranks so low?

Well, for one thing, all the manufacturers but Apple sell a full range of products, including models designed for low cost. These phones are often underpowered and make for an inferior experience, which is going to drag down the average even if the Galaxy S is a pretty good telephone.

Apple instead sells older models to the low price crowd. You're still getting a diminished experience, but you benefit from the efforts that made the older phone a hit. Sort of like getting last year's Lexus instead of this year's Kia.

The other carriers also build a LOT of models. Each one therefore gets considerably less R&D budget than the iPhone. Granted, the OS is more or less free, but there's still a significant gap that will lead to less cohesive designs with less innovation and less time for QA.

There's also the matter of the apple store. I can't think of anybody who would rather suffer the buffoons at Radio Shack, BestBuy or the carriers' stores rather than the frequently crowded but well run Apple Stores. I recently upgraded to the 4S and waited longer being ignored at AT&T then my entire purchase and restore at the AS. Even with three times the clientele.
Score: 4 Votes (Like | Disagree)
dBeats Avatar
120 months ago
Samsung will soon learn the difference between "New Name, New Account" and "Account Renewals."

Let me take a note of that....dammit where did that stylus go?!? Crap it must have been ripped out while I tried to take this enormous piece of crap out of my pocket. Is that a rip in my jeans?!? Dammit this giant phone SUCKS. :eek:
Score: 4 Votes (Like | Disagree)
nuckinfutz Avatar
120 months ago
I don't know anyone with an iPhone that doesn't like it so this makes sense.

This

By and large everyone I know with an iPhone is pretty damn happy with it.
Score: 4 Votes (Like | Disagree)
iproductsuser Avatar
120 months ago
Everybody that I know with an iPhone is happy with it.

/story
Score: 3 Votes (Like | Disagree)
Mad Mac Maniac Avatar
120 months ago
RIM (Blackberry) lags behind as the least satisfying at 69

Life really begins to suck for you, when you become known to be the least satisfying at 69.....

;)

----------

Why is Samsung the largest Android smartphone maker ranks so low?


Because they make a huge amount of phones that mostly consist of *****. The amount of phones one makes doesn't increase their customer satisfaction.

well... also the highest (aside from Apple) is only at 75. I doubt there is a whole lot of measurable difference between 71 and 75, which is why most of the companies jump up and down between the years. There isn't really much significant change in the company every year.
Score: 2 Votes (Like | Disagree)

Top Stories

General Apps Messages

All Three Major U.S. Carriers and Google Adopt Rich Communication Services, But No Sign of Apple Interest

Tuesday July 20, 2021 1:15 pm PDT by
For the last several years, Google has been pushing a new communications protocol called Rich Communication Services, or RCS. RCS is designed to replace SMS, the current text message standard, and it offers support for higher resolution photos and videos, audio messages, bigger file sizes, better encryption, improved group chat, and more. Verizon today announced that it is planning to adopt...
AirPods Pro Beta Firmware

AirPods Pro Beta Firmware Now Available

Wednesday July 21, 2021 6:50 am PDT by
Upcoming AirPods Pro firmware updates are now available to Apple Developer Program members as beta versions. AirPods Pro firmware beta one features FaceTime Spatial Audio and Ambient Noise Reduction. Custom Transparency mode, including Conversation Boost, was initially expected to be included in the beta but appears to have been delayed for a later version. Apple made the announcement...
maxresdefault

Apple Music to Livestream Premiere of Kanye West's New Album 'Donda' on Thursday

Wednesday July 21, 2021 1:49 am PDT by
Apple Music on Thursday will host a global livestream for the premiere of Kanye West's tenth studio album, titled "Donda." The sold-out event will take place at the Mercedes-Benz Stadium in Atlanta, Georgia, and Apple Music's livestream will start at 8:00 p.m. Eastern Time. The livestream was revealed in a Beats Studio Buds ad that aired during the NBA Finals. The ad features U.S. track...
ios wifi settings

Apple Confirms iOS 14.7 Fixes WiFi Bug and Many Other Vulnerabilities

Wednesday July 21, 2021 11:38 am PDT by
Following the release of iPadOS 14.7 this morning, Apple has shared details on the security updates that are included in iOS 14.7, iPadOS 14.7, macOS Big Sur 11.5, watchOS 7.6, and tvOS 14.7, all of which came out this week. Notably, Apple's documentation confirms that the iOS 14.7 and iPadOS 14.7 updates address a WiFi-related vulnerability that could impact iOS devices when joining a...
16 inch macbook pro m2 render

Gurman: Redesigned MacBook Pros to Launch Between September and November

Sunday July 18, 2021 7:39 am PDT by
Apple can be expected to release its redesigned 14-inch and 16-inch MacBook Pros sometime between September and November, as part of another packed fall season for new product launches, according to Bloomberg journalist Mark Gurman. In the latest edition of his Power On newsletter, Gurman says that the new MacBook Pros will go into production in the third quarter and can be expected to be...
macOS Malware Feature

Common Windows Malware Can Now Infect Macs

Wednesday July 21, 2021 8:13 am PDT by
A common form of malware on Windows systems has been modified into a new strain called "XLoader" that can also target macOS (via Bleeping Computer). Derived from the Formbook info-stealer for Windows, XLoader is a form of cross-platform malware advertised as a botnet with no dependencies. It is used to steal login credentials, capture screenshots, log keystrokes, and execute malicious files. ...
magsafe battery pack solo

Hands-On With Apple's MagSafe Battery Pack

Tuesday July 20, 2021 11:14 am PDT by
The new MagSafe Battery Pack that Apple debuted this week is arriving to customers starting today and it's also now available for in-store pickup in many Apple retail locations around the world. We snagged one this morning and thought we'd take a look at it to let MacRumors readers know if it's worth the $99 asking price. Subscribe to the MacRumors YouTube channel for more videos. As the name ...
macOS Big Sur Feature Orange

Apple Releases macOS Big Sur 11.5 With Podcast App Updates and Bug Fixes

Wednesday July 21, 2021 10:15 am PDT by
Apple today released macOS Big Sur 11.5, the fifth major update to the macOS Big Sur operating system that launched in November 2020. macOS Big Sur 11.5 comes two months after the release of macOS Big Sur 11.4. The new ‌‌‌‌‌macOS Big Sur‌‌‌‌ 11.5 update can be downloaded for free on all eligible Macs using the Software Update section of System Preferences. macOS Big Sur...
apple tv 4k design green

Apple Releases tvOS 14.7 for Apple TV HD and Apple TV 4K

Monday July 19, 2021 10:04 am PDT by
Apple today released tvOS 14.7, the seventh update to the tvOS 14 operating system that initially debuted in September 2020. tvOS 14.7 comes two months after the launch of the tvOS 14.6 update. tvOS 14.7, which is a free update, can be downloaded over the air through the Settings app on the Apple TV by going to System > Software Update. ‌‌Apple TV‌‌ owners who have automatic software ...
ipad pro m1 feature

Apple Releases iPadOS 14.7 With Apple Card Merging Option, Fix for 3.5mm Headphone Jack to USB-C Adapter Bug

Wednesday July 21, 2021 10:18 am PDT by
Apple today released iPadOS 14.7, marking the seventh major update to the iPadOS operating system that came out in September 2020. Apple already released iOS 14.7 on July 19, but for some reason, delayed the iPadOS 14.7 debut until today. The iPadOS 14.7 update can be downloaded for free and the software is available on all eligible devices over-the-air in the Settings app. To access the new ...