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.


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.
Unfortunately, when it came to satisfaction rankings based on individual smartphones, 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.


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.


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


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.
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Apple Devices Continue to Earn Highest Customer Satisfaction Score Among PC and Tablet Makers

Apple's Macs and iPads had the highest customer satisfaction score among PC and tablet makers in 2019, according to new data released today by the American Customer Satisfaction Index.

In the 2019 Household Appliance and Electronics Report, Apple earned an ACSI score of 83, the same score that it had in 2018. Apple's overall satisfaction score was higher than scores from Samsung (81), Amazon (79), HP (78), Acer (77), and others.

In the overall industry rankings, Apple stays on top for a second year with a stable and high ACSI score of 83, and its customers have by far the highest expectations. Despite a 1% downturn, Samsung keeps second place at 81 and no longer ties with Amazon, which falls much further. Amazon tumbles 4% to 79, just a point above the industry average. Among the three leaders, Apple demonstrates an advantage across all aspects of the customer experience, but it still lags both Samsung and Amazon for value.
The ACSI says that Samsung is the "industry leader" when it comes to the desktop segment with Apple in second place, but Apple devices win out when it comes to laptops and tablets, earning it the top overall score.

As with last year, Apple earned best-in-class ratings for everything from device design to features and available apps. Apple, says ACSI, demonstrates an advantage "across all aspects of the customer experience."

When it comes to overall customer satisfaction, desktop PCs, notebooks, and tablets still lag behind overall smartphone satisfaction, but amid larger machines, desktop computers have higher levels of customer satisfaction.


To create its scoring system and compile device scores, the ACSI uses data from interviews with approximately 300,000 customers to analyze customer satisfaction with hundreds of companies across dozens of industries.

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Apple Devices Earn Highest Customer Satisfaction Score Among PC and Tablet Makers

Apple's Macs and iPads continue to have the highest customer satisfaction score among PC and tablet makers, according to the American Customer Satisfaction Index's new 2018 Household Appliance and Electronics Report.

Apple earned an ACSI score of 83 in 2018, the same score that it had last year, remaining in the lead over Amazon, Samsung, ASUS, HP, Lenovo, and more.


According to the ACSI, Apple's machines earned best-in-class ratings across "nearly every aspect of the customer experience" from device design to features and available apps.

Apple earned the highest score despite the fact that much of its Mac and iPad lineup has yet to be refreshed in 2018. We are awaiting refreshed iPad Pro models with major upgrades like an edge-to-edge design with slimmer bezels and Face ID, along with updates to the MacBook, Mac mini, and other machines.

Based on ASCI's numbers, Amazon is closing in on Apple with an ASCI score of 82, with customers satisfied with design, ease of operation, and sound/graphics quality on the company's line of tablets.

Samsung tied with Amazon, also earning a score of 82. Samsung also scores well across the customer experience, but can't match Apple on features that include operating system, preloaded apps, and data storage.

According to the American Customer Satisfaction Index, overall customer satisfaction with personal computers (a category that includes laptops, desktop machines, and tablets) continues to earn a score of 77 on the ACSI scale.

Smartphones outpaced personal computers in customer satisfaction back in 2014, and customers continue to be more satisfied with their handheld devices, using them for more tasks that had previously been limited to computers.

Among PC owners, desktop machines earned the highest overall satisfaction score, followed by tablets and then laptops. Just 17 percent of respondents to the ACSI survey purchased a desktop computer in the last year, but customer satisfaction grew 4 percent. Satisfaction with tablets also grew 4 percent, while laptop satisfaction declined.


To create its scoring system and compile device scores, the ACSI uses data from interviews with approximately 250,000 customers each year, analyzing customer satisfaction with more than 380 companies across 46 industries.

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