Apple & Samsung tied for top spot in customer satisfaction study

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in iPhone

Apple and Samsung sit at the top of the heap for satisfaction among smartphone buyers, but the Galaxy edges out the iPhone when it comes to 5G users.

Apple's iPhone 15 Pro (left) and Samsung's Galaxy S24
Apple's iPhone 15 Pro (left) and Samsung's Galaxy S24



Apple is habitually at the top of satisfaction surveys and analysis of hardware sales throughout the year. In a new survey from the American Customer Satisfaction Index, it's something that Apple continues to do with the iPhone.

In the ACSI Wireless Phone Service and Cell Phone Study 2023-2024, the overall phone industry saw an improvement in customer satisfaction. The 2024 figure of 81 is a 3% increase from 2023's result, and an all-time high score.

ACSI says that a lot of this is due to the popularity of 5G smartphones, which outpaces legacy technologies for customer satisfaction by almost 10 points.

On a phone brand basis, Apple saw its 2023 score of 81 go up by one point to 82 out of 100. Apple's in joint first place with Samsung, which saw it move from a score of 80 to 82 in the same timeframe.

ACSI's Cell Phones scores for 2024 and 2023 [via American Customer Satisfaction Index LLC]
ACSI's Cell Phones scores for 2024 and 2023 [via American Customer Satisfaction Index LLC]



Google is next in the rankings with 77, a drop from the 2023 figure of 78. It is joined by Motorola(Lenovo) in the same position, growing from a score of 75 to 77.

Overall, the survey scored 81 for phone satisfaction across all brand, up two points from 2023.

ACSI's 5G Phone scores for 2024 and 2023 [via American Customer Satisfaction Index LLC]
ACSI's 5G Phone scores for 2024 and 2023 [via American Customer Satisfaction Index LLC]



While Apple and Samsung are tied in the overall rankings, Samsung does actually lead when it comes to 5G users. In that subcategory, Samsung scores 83 to Apple's 82, with Google and Motorola at 78 each.

In terms of industry trends, the ease of phone calling remains a top priority, with an overall score of 86 out of 100 for 2024. Video quality, website satisfaction, and the variety of phone features all scored 86, with Bluetooth performance and ease of text messaging following at 84.



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Comments

  • Reply 1 of 4
    It’s beyond me how people like Samsung products. 

    All I’ve used where so bad =/
    watto_cobra
  • Reply 2 of 4
    Alex_VAlex_V Posts: 223member
    “I’m so happy with my Samsung,” they say while interacting with a Alphabet/Google/Android product.

    Yet they don’t seem to realise that Alphabet/Google/Android are advertisers who spy on their every move, and build a detailed profile that they market to companies for the purpose of advertising. This is the greatest intrusion on their private lives imaginable. They are delighted with Samsung because they don’t understand the Alphabet/Google/Android’s business model, because they aren’t adequately informed, neither by Samsung, nor by Alphabet/Google/Android, nor by tech reviewers such as AppleInsider (who I, otherwise, appreciate for their hard work).
    edited May 15 watto_cobra
  • Reply 3 of 4
    DAalsethDAalseth Posts: 2,803member
    It’s beyond me how people like Samsung products. 

    All I’ve used where so bad =/
    Agreed. I was burned back in the day too many times and just refused to use any more Samsung crap. But after a decade or so away, I figured they were still around so they MUST have gotten better, so I picked up a 27” lcd display. Absolute garbage. Half the time it wouldn’t even notice the signal from my Mac and wake up. I took it back and got a different brand that is a million times better. I honestly don’t understand how they keep selling stuff.
    watto_cobra
  • Reply 4 of 4
    danoxdanox Posts: 2,966member
    Once Samsung closes the deal with you they drop you like a rock, Trump enterprises or a used car salesman...... :smile: 
    watto_cobra
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