Customer satisfaction with cell phones is up for a second straight year, rising 2.6% to a new all-time high ACSI score of 78. Steady growth in the use of smartphones, which have much higher levels of customer satisfaction, helps drive the overall industry gain. However, as data usage increases, costs to access overloaded networks are high, leaving customer satisfaction with wireless service providers stagnant at an ACSI score of 72.
While Apple still sells nearly twice the number of smartphones in the United States as its nearest competitor, Samsung now comes out on top in one critical metric — customer satisfaction. Samsung surges 7% to an ACSI score of 81, beating Apple in overall customer satisfaction for the first time. Smartphones are becoming more dominant in Samsung’s cell phone product mix, pushing its satisfaction score higher. Apple declines for the second year in a row (-2% to 79), and the field is getting tighter, with Motorola Mobility and Nokia (now Microsoft) both at 77. BlackBerry has seen its market share nearly vanish, but satisfaction climbs to 74 (+7%) for those customers that remain.
“Samsung has gone from up-and-comer to top-of-the-heap on the strength of its smartphone portfolio,” says David VanAmburg, ACSI Director. “Apple’s magic isn’t gone, but the luster has dulled on its older models. Each iteration improves on the last, but Apple’s year-long product refresh cycle is an eternity when a new Android phone seems to be released every week.”
Among wireless phone providers, Verizon Wireless separates from the pack after climbing 3% to 75. T-Mobile (69), Sprint (68) and AT&T Mobility (68) are tightly grouped behind. As smartphone adoption continues to grow, network demands increase along with costs to the consumer, each contributing to stagnant customer satisfaction.
“Consumers once used their cell phones primarily for talking, whereas now smartphones are becoming lifestyle accessories that we just can’t live without,” says Fornell. “But these powerful devices rely on networks that are still playing catch-up with consumer demand.”
Source: American Customer Satisfaction Index
MacDailyNews Take: It’s easy to claim satisfaction with a knockoff when you don’t know what you’re missing. People with low expectations and a lack of experience are generally more easily satisfied. Just read the reviews (see below).
Jimmy Podunk: Wow, this here wine tastes great! (The wine came from a box.) I’m extremely satisfied!
Globe-hopping sommelier: This wine is a bit flat. (The wine is a 95-point vintage.) I’m unsatisfied.
People claim to be satisfied with Windows PCs, too, until they finally try their first Mac. Then they clearly see the folly of their ways.
Forbes reviews Apple iPhone 5s: ‘The best all-round smartphone on the market’ – November 18, 2013
Apple iPhone 5s reviews are universally positive, many crown iPhone 5s the best smartphone – September 19, 2013
Engadget reviews Apple iPhone 5c: A breath of fresh air that will be wildly popular this holiday season – September 18, 2013
Apple’s 64-bit iPhone 5s is by far the fastest smartphone in the world – September 18, 2013
Ben Bajarin: Apple’s new iOS 7 will cause consumers to discover their iPhones all over again – September 18, 2013
John Gruber reviews Apple iPhone 5s: ‘This is what innovation, real innovation, looks like’ – September 18, 2013
AnandTech reviews iPhone 5s: Apple’s 64-bit A7 is seriously impressive – September 18, 2013
TechCrunch reviews Apple iPhone 5s: The best smartphone available – September 18, 2013
Apple’s new iPhone 5S likely to be in exceptionally short supply – September 18, 2013
USA Today’s Baig reviews Apple iPhone 5s: ‘Makes the best smartphone even better’ – September 18, 2013
Mossberg reviews Apple iPhone 5s: ‘The best smartphone on the market’ – September 18, 2013
Samsung TV ad forced to cherry pick lines from lackluster Galaxy S5 reviews – May 8, 2014
Samsung Electronics replaces mobile design head over lackluster Galaxy S5 phone – May 8, 2014
Samsung’s plastic, 32-bit Galaxy S5 has serious fingerprint sensor problems – May 6, 2014
Samsung’s Galaxy S5 fingerprint scanner hacked, PayPal accounts at risk – April 15, 2014
Samsung’s plastic, 32-bit Galaxy S5 flops in Korea – April 14, 2014
Samsung lies again: 16GB plastic 32-bit Galaxy S5 only has 7.86GB usable on-board storage – February 25, 2014
Samsung unveils plastic, 32-bit Galaxy S5 phone, world yawns – February 24, 2014
More proof that Android is for poor people – May 13, 2014
Apple’s iOS dominates in richer countries, Android in poorer regions – March 25, 2014
IDC: Apple iPhone to maintain high value, margins, and market share through 2018 – February 28, 2014
Why Apple’s iPhone keeps raking in the majority of mobile phone profits – March 19, 2014
Apple dominates with 60% share of mobile phone profits – March 18, 2014
Android has the most unit share, but Apple dominates profit share, making more money than all Android smartphone makers combined – November 15, 2013
Android users poorer, shorter, unhealthier, less educated, far less charitable than Apple iPhone users – November 13, 2013
IDC data shows two thirds of Android’s 81% smartphone share are cheap junk phones – November 13, 2013
IDC: Android worldwide smartphone market share passes 80% – November 12, 2013
Apple Maps makes killer comeback as Google Maps loses access to world’s most desirable mobile customers – November 12, 2013
Android phones 3 times more likely than Apple iPhones to have been bought at discount store – August 22, 2013
CIRP: Apple iPhone users are younger, richer, and better educated than those who settle for Samsung knockoff phones – August 19, 2013
Twitter heat map shows iPhone use by the affluent, Android by the poor – June 20, 2013
Apple’s iPhone generates more in carrier fees than rival smartphones – January 30, 2013
Unsurprisingly, survey says Apple’s iOS is highest priority among mobile developers – January 23, 2013
People buy more Android phone units and do less with them vs. Apple’s revolutionary iPhone – November 14, 2012
Study: iPad users more likely to buy – and buy more – online than traditional PC users – September 29, 2011
iPhone users smarter, richer than Android phone users – August 16, 2011
Yankee Group: Apple iPhone owners shop more, buy more, remain more loyal vs. other device users – July 20, 2010
iPhone owners more likely to pay for digital content – November 26, 2009
Study: Apple iPhone users richer, younger, more productive than other so-called ‘smartphone’ users – June 12, 2009
Apple iPhone users buy many more apps, surf the Web much more than other ‘smartphone’ users – March 27, 2009
Tagged: ACSI, American Customer Satisfaction Index, android, App Store, Apple, Apple ecosystem, Fragmandroid, iCloud, iOS, iPhone, iPhone knockoffs, samsung