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
27 weeks ago
Looking at those numbers they make no sense whatsoever.
Score: 4 Votes (Like | Disagree)
billnye97 Avatar
27 weeks 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
27 weeks 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
27 weeks 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)
Relentless Power Avatar
27 weeks 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
27 weeks ago
Why does this seem suspiciously like the Academy Awards - Hollywood awarding Hollywood
Score: 1 Votes (Like | Disagree)

Top Stories

0 Deals Hero

Black Friday 2020: Best Apple Deals to Plan For

Saturday November 21, 2020 10:00 am PST by
In the lead-up to Black Friday next week, we've been putting a spotlight on the best deals coming from various retailers like Best Buy and Walmart. In an effort to further prepare our readers for the best Black Friday deals, we're breaking down what we think should be on your radar for Black Friday in 2020. Note: MacRumors is an affiliate partner with some of these vendors. When you click a...
2020 apple shopping event

Apple Offering Up to $150 Gift Card With Select Products on Black Friday Through Cyber Monday

Monday November 23, 2020 2:53 am PST by
Apple has announced its annual four-day shopping event, offering customers up to a $150 Apple Store gift card with the purchase of select products between Black Friday and Cyber Monday in the United States. The gift card values in the United States are as follows: $150 for 16-inch MacBook Pro $150 for 21.5-inch iMac $50 for 13-inch MacBook Pro $50 for MacBook Air $50 for iPhone SE,...
m1 mac mini vignette

Apple Lists M1-Based Mac Mini Logic Boards With 10 Gigabit Ethernet in Internal Parts Ordering System

Friday November 20, 2020 9:32 am PST by
While the new Mac mini with the M1 chip is only available with Gigabit Ethernet, Apple has listed multiple M1-based Mac mini logic boards with 10 Gigabit Ethernet in an internal parts list for Apple Authorized Service Providers. For every Mac mini logic board with Gigabit Ethernet in the parts list, obtained by MacRumors, there is a corresponding logic board with 10 Gigabit Ethernet:...
ipad pro 2020 display

Black Friday Week Kicks Off With Up to $150 Savings on 2020 iPad Pro

Sunday November 22, 2020 2:37 pm PST by
As we head into Black Friday week, we're seeing some of the best deals of the season so far, with Amazon and Best Buy today discounting the latest iPad Pro models by up to $150 at the lowest prices we've ever tracked on these models. Note: MacRumors is an affiliate partner with some of these vendors. When you click a link and make a purchase, we may receive a small payment, which helps us keep ...
macos big sur m1 macs restore issue

Apple Provides Instructions to Fix macOS Reinstallation Errors on M1 Macs

Sunday November 22, 2020 3:30 pm PST by
Shortly after the launch of Apple's new M1 Macs, we saw reports that attempts to restore and reinstall macOS on those machines right away could result in an installation error that would leave your Mac non-functional. Specifically, the error message would read: "An error occurred preparing the update. Failed to personalize the software update. Please try again." Over the weekend, Apple p...
iPhone 6s main

Rumor Claims iOS 15 to Drop Support for iPhone 6s and Original iPhone SE

Sunday November 22, 2020 9:25 am PST by
Apple will drop support for the iPhone SE, iPhone 6s, and iPhone 6s Plus in next year's release of iOS 15, according to a rumor shared today by Israeli site The Verifier. If the rumor is accurate, that would mean iOS 15 will be compatible with the following Apple devices: 2021 iPhone series iPhone 12 Pro Max iPhone 12 Pro iPhone 12 mini iPhone 12 iPhone 11 iPhone 11 Pro iPhone 11 Pro ...
new m1 chip

Craig Federighi: Native Windows on M1 Macs is 'Really up to Microsoft'

Friday November 20, 2020 11:57 am PST by
Following the release of the M1 Macs Apple executives have been doing interviews with a range of publications, and today, Ars Technica published another interview with software engineering chief Craig Federighi, hardware technologies lead Johny Srouji, and marketing VP Greg Joswiak. Much of the interview focuses on topics that the three have already covered in prior discussions, but there is ...
Walmart November Deals Hero

Black Friday Spotlight: Walmart Will Have AirPods Pro Down to Lowest Price of $169, and More Apple Deals

Thursday November 19, 2020 8:05 am PST by
We've been tracking early Black Friday deals in our dedicated Black Friday Roundup, and in an effort to prepare our readers for the big shopping event we're highlighting sales store-by-store in the lead-up to November 27. Note: MacRumors is an affiliate partner with Walmart. When you click a link and make a purchase, we may receive a small payment, which helps us keep the site running. Next ...
xlK6MS4MLqVFaskl

iFixit Shares iPhone 12 Pro Max Teardown Revealing L-Shaped Battery and Bigger Camera Module

Sunday November 22, 2020 2:53 am PST by
In the last of its iPhone 12 series teardowns, iFixit has published its iPhone 12 Pro Max disassembly, which reveals some unique differences in the design of the internals, including the full extent of the larger camera system responsible for the improved low-light performance on Apple's largest iPhone to date. On opening the iPhone 12 Pro Max, the first obvious difference compared to the...
apple leather sleeve

Leather Sleeve for iPhone 12 Models Now Available From Apple

Friday November 20, 2020 12:16 pm PST by
Apple today began selling the Leather Sleeve for the new iPhone 12 models, with the accessory having first been announced alongside the updated iPhones in October. Priced at $129, the Leather Sleeve is not a case and is designed to be removed when the iPhone is in use. It features a cutout at the front that displays the time, and it comes with a matching leather strap. According to Apple, it ...