Apple Continues to Top Overall Smartphone Customer Satisfaction Index

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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.
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.


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.

Article Link: Apple Continues to Top Overall Smartphone Customer Satisfaction Index
 
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imnotthewalrus

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Nov 20, 2015
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I am beyond satisfied with the iPhone 11. I just upgraded from my 8 Plus last week and I’m blown away by the 11’s battery life. I thought I’d hate the notch and not having a home button, but neither is an issue for me. Barring any damage, I’ll get at least 3 years out of this one.
 
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JonGarrett

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Mar 27, 2016
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Samsung Note 9 owners, "I am extremely satisfied that this model did not blow up!"
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.
- - Post merged: - -

Looking at those numbers they make no sense whatsoever.
Because they tried to spin it in Apple's favor but the numbers tell a different story.
 

verpeiler

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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.
It was just a claim that an iPhone started the fire, so don't state this as a fact.
Afaik the reason for the crash is still unknown.

And in what world do we compare stuff like this (airplance crashes to discredit Apple).
 
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Picard J.L.

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Mar 27, 2020
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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.
- - Post merged: - -


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.
 

Stevie jobz 2.0

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Jul 20, 2019
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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.
similar to the JD power survey with cars, how did the Ferrero match your expectation? It was awesome, as was expected, gets a 3 out of 5 completely satisfied score! Whereas as the Hyundai was better than expected so the mom gives it a 4 out of 5, and the headline figures are Hyundai beats Ferrari in customer satisfaction survey!! The way the questions are phrased is vitally important!!! Why they cant say, just give it a score out of 5? Is beyond me?
 

JonGarrett

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Mar 27, 2016
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It was just a claim that an iPhone started the fire, so don't state this as a fact.
Afaik the reason for the crash is still unknown.

And in what world do we compare stuff like this (airplance crashes to discredit Apple).
It's more than a mere claim. It's pointed to asv THE reason the plane crashed. Investigations have led to that conclusion and a massive law suit was filed--you don't get that based off mere claims.

I wasn't trying to discredit Apple, I was pointing out that you're recycling years old news for what purpose other than to try to bash Samsung.

Even without the plane incident iPhones have had exploding issues.
 
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falainber

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I believe Samsung Galaxy Note has been ranking consistently higher than any other smartphone model for quite a while now.
 

Relentless Power

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Jul 12, 2016
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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.
 
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WBRacing

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‘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.
I would suggest the duration of support matters to comparatively few people outside of these forums. Anecdotal example, my mother and siblings couldn't care less about whether there is a new OS release. They will use it until they break the device else their carrier tempts them with an upgrade and new contract. More often than not, they push them to get an iPhone as they end up asking me which phone they should choose.

Satisfaction for them is ease of use. End of.
 

verpeiler

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May 11, 2013
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It's more than a mere claim. It's pointed to asv THE reason the plane crashed. Investigations have led to that conclusion and a massive law suit was filed--you don't get that based off mere claims.

I wasn't trying to discredit Apple, I was pointing out that you're recycling years old news for what purpose other than to try to bash Samsung.

Even without the plane incident iPhones have had exploding issues.
I didn't bash Samsung at any point.. I don't even care.

And again about the Airplane, it IS just a claim, afaik the lawsuit didn't even happen. And apart from some vague and shady news stories I didn't find any evidence for your conclusion. Valid link please?
 

MarkB786

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Sep 20, 2016
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I've had Samsung and Apple phones. Both are very good, but I would give Samsung the edge overall.
 

falainber

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Mar 16, 2016
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‘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.
I am not sure what you are trying to say. It sounds like you are saying that people should not be satisfied with Samsung phones. There is only one problem with that. People were asked and they sad they were satisfied with them. Perhaps they do not share your priorities. It's also possible that you have no idea how the updates work on Samsung phones.
 

billnye97

macrumors regular
May 26, 2011
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It's more than a mere claim. It's pointed to asv THE reason the plane crashed. Investigations have led to that conclusion and a massive law suit was filed--you don't get that based off mere claims.

I wasn't trying to discredit Apple, I was pointing out that you're recycling years old news for what purpose other than to try to bash Samsung.

Even without the plane incident iPhones have had exploding issues.
It was more me making a joke. Settle down. I wasn't trying to bash Samsung.
 

I7guy

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Nov 30, 2013
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....
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.

Article Link: Apple Continues to Top Overall Smartphone Customer Satisfaction Index
In other words, it's some non-transparent proprietary model in which the scores cannot be replicated.
 
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