Apple Continues to Top Overall Smartphone Customer Satisfaction Index

Apple's iPhones continue to rank highest when it comes to customer satisfaction, according to new data shared today by the American Customer Satisfaction Index (ACSI).

Apple held its top spot with a customer satisfaction rating of 82 out of 100, up one percent from 81 in 2019. Apple just edged out Samsung, which earned an overall customer satisfaction rating of 81. According to ACSI, iPhone owners are more satisfied with battery life than in previous years.

acsismartphones
Apple in the ‌iPhone‌ 11 and ‌iPhone‌ 11 Pro added bigger batteries and introduced significantly improved battery life.

For customer satisfaction, Apple (+1% to 82) and Samsung (unchanged at 81) continue to wrangle as a small gain puts Apple on top. Apple's overall iPhone revenue rose 8% year over year in the 2019 holiday quarter with strong sales for its iPhone 11 series, which offers advanced cameras and improved battery life. ACSI data show that Apple customers overall are more pleased with their device's battery life compared to a year ago.

When it came to satisfaction rankings based on individual smartphones, however, Samsung's Galaxy Note 9 edged out Apple devices with a score of 85.

The Galaxy S9+, the Galaxy S10, and Apple's 2018 XS Max all earned customer satisfaction scores of 84. Apple's 2019 ‌iPhone‌ 11 and iPhone 11 Pro Max earned a scores of 82, while the ‌iPhone‌ 11 Pro earned a score of 81.

smartphonebrandscustomersatisfaction
Apple and Samsung together dominated the individual brand rankings, and 17 of the 18 models that earned a score of 80 or above came from either Samsung or Apple.

The number-one phone is Samsung's Galaxy Note 9 with an ACSI score of 85. The Note 9 rates best in class for both phone features and video quality. The Galaxy S9+ and S10 follow at 84, tied with Apple's iPhone XS Max. All of these models are older, released in 2018, with the exception of the S10. All four also have screen sizes of 6.1 inches or more.

Today's report also covered customer satisfaction with mobile network operators. T-Mobile took the lead and Sprint came in last, though the data collected ahead of when the merger between the two companies was completed.

acsicarriers
In network quality rankings, Verizon came in first, followed by AT&T, with T-Mobile taking the third spot.

acsicarrierquality
The ACSI's Wireless Service and Cellular Telephone report is based on interviews with 27,346 customers chosen at random and contacted by email between April 15, 2019 and March 20, 2020. Survey data was entered into ASCI's "cause-and-effect econometric model," which is designed to estimate customer satisfaction as the result of survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value.

Tag: ACSI

Top Rated Comments

Picard J.L. Avatar
51 months ago
Looking at those numbers they make no sense whatsoever.
Score: 4 Votes (Like | Disagree)
billnye97 Avatar
51 months ago
Samsung Note 9 owners, "I am extremely satisfied that this model did not blow up!"
Score: 3 Votes (Like | Disagree)
Picard J.L. Avatar
51 months ago

That's tired and played out and in no way nearly as bad as what the iPhone 6 did.

Google up the phrase EgyptAir iPhone 6 then come back here with more old jokes.


Because they tried to spin it in Apple's favor but the numbers tell a different story.
Because how you measure that satisfaction is the key. Asking some grandpa if he is happy with his samsung and asking some tech nerd if he is happy with his samsung or iphone is quite different, ergo these numbers are useless. I don't care who won or lost, the method is flawed pile of BS.
Score: 2 Votes (Like | Disagree)
Stevie jobz 2.0 Avatar
51 months ago

‘Ranking consistently higher‘ means absolutely nothing in the consumer world,
Let me guess tho, if your shiny idevice ranked higher, boy would it mean something then...
Score: 1 Votes (Like | Disagree)
44267547 Avatar
51 months ago

I believe Samsung Galaxy Note has been ranking consistently higher than any other smartphone model for quite a while now.
‘Ranking consistently higher‘ means absolutely nothing in the consumer world, nor will this chart amount to anything when you look at the price of a smart phone. Consumers Are smart, they realize that with less than three years of android support for paying for a $1000 smart phone isn’t practical, iOS obviously is dominant because of the stability and overall track record of over five years of iOS support. The economy is not in a position anymore where consumers upgrade their phones on an annual basis.. It’s not about hardware anymore, it’s the platform you belong to for loyalty. I gather I’m Repeating something we all know, but I think your post is severely lacking that context intentionally.
Score: 1 Votes (Like | Disagree)
now i see it Avatar
51 months ago
Why does this seem suspiciously like the Academy Awards - Hollywood awarding Hollywood
Score: 1 Votes (Like | Disagree)

Popular Stories

iPhone 15 Pro FineWoven

Apple Reportedly Stops Production of FineWoven Accessories

Sunday April 21, 2024 6:03 am PDT by
Apple has stopped production of FineWoven accessories, according to the Apple leaker and prototype collector known as "Kosutami." In a post on X (formerly Twitter), Kosutami explained that Apple has stopped production of FineWoven accessories due to its poor durability. The company may move to another non-leather material for its premium accessories in the future. Kosutami has revealed...
Provenance Emulator

PlayStation and SEGA Emulator for iPhone and Apple TV Coming to App Store [Updated]

Friday April 19, 2024 8:29 am PDT by
The lead developer of the multi-emulator app Provenance has told iMore that his team is working towards releasing the app on the App Store, but he did not provide a timeframe. Provenance is a frontend for many existing emulators, and it would allow iPhone and Apple TV users to emulate games released for a wide variety of classic game consoles, including the original PlayStation, GameCube, Wii,...
iOS 17 All New Features Thumb

iOS 17.5 Will Add These New Features to Your iPhone

Sunday April 21, 2024 3:00 am PDT by
The upcoming iOS 17.5 update for the iPhone includes only a few new user-facing features, but hidden code changes reveal some additional possibilities. Below, we have recapped everything new in the iOS 17.5 and iPadOS 17.5 beta so far. Web Distribution Starting with the second beta of iOS 17.5, eligible developers are able to distribute their iOS apps to iPhone users located in the EU...
apple vision pro orange

Apple Vision Pro Customer Interest Dying Down at Some Retail Stores

Monday April 22, 2024 2:12 am PDT by
Apple Vision Pro, Apple's $3,500 spatial computing device, appears to be following a pattern familiar to the AR/VR headset industry – initial enthusiasm giving way to a significant dip in sustained interest and usage. Since its debut in the U.S. in February 2024, excitement for the Apple Vision Pro has noticeably cooled, according to Bloomberg's Mark Gurman. Writing in his latest Power On...
top stories 20apr2024

Top Stories: Nintendo Emulators on App Store, Two New iOS 17 Features, and More

Saturday April 20, 2024 6:00 am PDT by
It was a big week for retro gaming fans, as iPhone users are starting to reap the rewards of Apple's recent change to allow retro game emulators on the App Store. This week also saw a new iOS 17.5 beta that will support web-based app distribution in the EU, the debut of the first hotels to allow for direct AirPlay streaming to room TVs, a fresh rumor about the impending iPad Air update, and...