Apple Still Tops in Cellphone Customer Satisfaction, but Losing Ground to Samsung and Others

The American Customer Satisfaction Index (ASCI) has today released its annual rankings of customer satisfaction for mobile phones in the United States. While Apple had the highest customer satisfaction index score for the second year in a row, its score has fallen slightly while competitors like Motorola Mobility, Nokia, and Samsung have all gained in score.

Apple is still at the top of the list when it comes to smartphone satisfaction, but this year's ranking of 81 (out of 100) is two percent below its 2012 ranking of 83. Motorola phones came in second after Apple, hitting a ranking of 77 after a 5% gain year over year.

cellulartelephones
Nokia remained high on the list with a 1% gain giving it a score of 76, and Samsung experienced the most growth at 7%, bringing it to a score of 76. HTC and LG both saw drops in satisfaction while BlackBerry remained on the bottom of the list with a score of 69.

The improvement [of Samsung] is the largest yet for any cell phone manufacturer, and earns Samsung a position even with the industry average and Nokia (+1%) and just behind second place Motorola, up 5% to 77. Nevertheless, Samsung remains well behind industry leader Apple.

Since the May 2012 customer satisfaction survey which was the first that ranked smartphones, Apple has introduced its newest phone, the iPhone 5, while Samsung has debuted several devices including its most recent Galaxy S 4.

The ACSI also ranked wireless telephone service, with Verizon and AT&T experiencing small gains in satisfaction. Verizon ranked first with a score of 73 outranking Sprint's steady 71, which earned it the top spot last year. AT&T went from 69 to 70, and T-Mobile dropped to last place with a score of 68.

wirelesstelephone
The ASCI bases its customer satisfaction index on a survey of 70,000 people in the United States that asks customers about the products and services they use the most. It measures satisfaction with more than 230 companies that span 43 industries and 10 economic sectors.

Top Rated Comments

0815 Avatar
113 months ago
damn Samsung ... now they are even copying the customer satisfaction !
Score: 13 Votes (Like | Disagree)
Oletros Avatar
113 months ago
I know from personal experience that most Android fans act like they love their phones but then have all kinds of problems with them. Meanwhile, most people love and continue to love their iPhones for the duration of ownership. So these statistics are pretty biased.
Ah, when Android owners lie about their experiences and Apple users only reflect reality.

Cool story, bro
Score: 9 Votes (Like | Disagree)
iSteve-O Avatar
113 months ago
Samsung's doing something right. Consumer Reports just named the Galaxy S4 the best flagship phone.
Score: 9 Votes (Like | Disagree)
neuropsychguy Avatar
113 months ago
It's not accurate to state that Apple is losing ground to Samsung. Apple's cellphone customer satisfaction numbers might have declined slightly (we have to keep in mind that any rating like this will have margins of error) but that loss is not going to Samsung (it's conceivable it could be if people are rating their satisfaction as relative to other phone manufacturers but that's not a given). Customer satisfaction for a particular manufacturer is independent of other manufacturers (most of the time, again relativism can play a role but it's not being measured).
Score: 9 Votes (Like | Disagree)
lordofthereef Avatar
113 months ago
This isn't terribly surprising. Samsung, especially, has been bringing their A game, despite what the haters say.

----------

Motorola 77? Compare iPhone to any Motorola. Day and night. ******** score.
All this is is a consumer satisfaction score. The numbers would indicate that users of Motorola devices are pretty pleased with their purchase. It does not mean they would be more, or less, pleased with an iPhone. You just need to understand how to interpret the data.
Score: 8 Votes (Like | Disagree)
shenan1982 Avatar
113 months ago
I agree with the findings. My satisfaction with Apple has dropped in the past couple of years. If not for the seeming stagnation of innovation, for sure the degradation of overall customer service both from AppleCare and in-store.

On the flip side, Samsung has been improving product quality, and improving customer support, so one can't just say Samsung can only go up. Samsung has always been a good product, they've just had Apple killing them in customer service, so a little rise in Samsung service, and a little drop in Apple service will kill the gap real quick.

Unfortunately I think Apple's best days are behind them. I have had 4 iDevices (iMac, iPhone, iPad, now a new iMac) which have failed within the first 90 days of owning them. Obviously this has an impact on my overall customer satisfaction, and while I understand things happen, it's how a company responds. It used to be that when things failed in a reasonable time, Apple really stepped up and tried to do right by the customer, yet in the last year with these failures, I've felt like I've had to push them to do the right thing in each instance.

----------

The trend is terrible.

Will Apple be able to hang on to its PR advantages over the years? What happened to "It Just Works"? What happened to "When it doesn't work, simply shlep to a suburban shopping mall and get helped by a friggin' Genius?"

The trends are disturbing.


You're precisely correct. Us apple fans have always given them a little leeway because things have "just worked" ... for years we tolerated having a generation or two old technology in exchange for the reliability, but as of late, Apple's reliability factor has been dropping, yet prices haven't fallen and the innovation hasn't increased.
Score: 6 Votes (Like | Disagree)

Popular Stories

AirPods Pro Gen 3 Mock Feature Red

AirPods Pro 2 Could Start a New Accessory Ecosystem

Friday January 14, 2022 2:34 am PST by
Apple's second-generation AirPods Pro could arrive alongside a new series of accessories, recent leaked images suggest. Alleged leaked photos of the next-generation AirPods Pro obtained by MacRumors showed a charging case with a metal loop on the side for attaching a strap. Apple has not used this design for any of its other AirPod models and it is unclear why it would be added in this...
netflix2

Netflix Again Raises Prices for All Plans, 4K Streaming Now $20 Per Month

Friday January 14, 2022 12:46 pm PST by
Netflix today updated the prices for its streaming plans, and all of its offerings are now more expensive. The Basic plan is now priced at $9.99 per month, the Standard plan is priced at $15.49 per month, and the Premium plan is priced at $19.99 per month. The Basic plan is $1 more expensive, up from $8.99 per month. This plan allows users to watch on just one screen at a time, and it limits ...
iPhone 14 Mock pill and hole 16x9 120hz

Analyst: All iPhone 14 Models to Feature 120Hz Displays, 6GB of RAM, and More

Friday January 14, 2022 7:02 am PST by
Apple is rumored to announce four new iPhone 14 models in September, and ahead of time, analyst Jeff Pu has outlined his expectations for the devices. In a research note with Haitong International Securities, obtained by MacRumors, Pu claimed that all iPhone 14 models will feature ProMotion displays, compared to only Pro models currently. ProMotion enables a variable refresh rate up to 120Hz ...
ios 15

Apple Releases Minor iOS 15.2.1 and iPadOS 15.2.1 Updates

Wednesday January 12, 2022 10:05 am PST by
Apple today released minor 15.2.1 updates for iPhone and iPad users, and the software comes one month after Apple launched iOS 15.2 and iPadOS 15.2 with a slew of improvements. The iOS 15.2.1 and iPadOS 15.2.1 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 software, go to Settings > General >...
maxresdefault

Hands-On With LG's 32-Inch UltraFine OLED Pro Display

Wednesday January 12, 2022 1:12 pm PST by
LG in December announced the launch of its new 2022 32-inch UltraFine OLED Pro display, and in our latest YouTube video, we went hands-on with it to see how it compares to Apple's Pro Display XDR and whether it might be worth picking up depending on the price point. Subscribe to the MacRumors YouTube channel for more videos. Officially named the "32BP95E," the display features a resolution of ...
iPad Pro Big Ol Logo Orange

Next iPad Pro Might Feature Large Glass Apple Logo to Allow Wireless Charging

Friday January 14, 2022 10:44 am PST by
Bloomberg's Mark Gurman and Debby Wu last year reported that Apple had tested a new iPad Pro with a glass back for wireless charging capabilities. In a recent edition of his newsletter, Gurman said he expects the new iPad Pro to be released in 2022. While the new iPad Pro is still on track to feature wireless charging, 9to5Mac's Filipe Espósito today reported that Apple may have ultimately...
iPhone 14 Mock pill and hole

iPhone 14 Pro Now Rumored to Feature Both Pill-Shaped and Circular Cutouts

Wednesday January 12, 2022 9:26 am PST by
Apple is widely expected to remove the notch on iPhone 14 Pro models, but there have been conflicting rumors about the new design. Early rumors suggested that Apple would adopt a hole-punch design with Face ID somehow moved completely under the display, and later it was rumored that there would be a pill-shaped cutout instead. Now, display industry consultant Ross Young has claimed that...
fortnite apple logo geforce feature

Fortnite Coming Back to iOS Soon Thanks to Nvidia's GeForce NOW Service

Thursday January 13, 2022 11:19 am PST by
With the Apple vs. Epic Games lawsuit continuing on, there are no signs that Apple has any intention of allowing popular battle royale game Fortnite to return to the App Store on iPhone and iPad. Epic Games has found a workaround though, by partnering up with Nvidia. GeForce NOW, Nvidia's streaming gaming service, will soon add Fortnite support, allowing Fortnite to be played through a...
iMac 27 inch 2020 sale

Deals: Apple's 21.5-Inch iMac Hits Record Low Price of $599.99 ($499 Off) [Update: Out of Stock]

Thursday January 13, 2022 4:05 am PST by
Amazon today has a great deal on the 2017 Intel 21.5-inch iMac (2.3GHz, 8GB RAM, 256GB SSD), priced at $599.99, down from $1,099.00. This is the best price we've ever tracked on this model, and it's only available at Amazon. The sale price will be reflected after an automatic coupon is applied at checkout. Note: MacRumors is an affiliate partner with some of these vendors. When you click a...