ACSI: Samsung now tied with Apple in smartphone satisfaction

For the fourth consecutive year, customer satisfaction with cell phones is stagnant at 79. The market is saturated, and customer satisfaction with mobile devices remains unchanged because of a combination of high expectations and a lack of industry innovation, according to the ACSI Wireless Service and Cellular Telephone Report 2018-2019.

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Following a 1% jump, Samsung moves into a first-place tie with Apple with a score of 81 out of 100 despite smartphone sales dropping for both companies. Apple iPhone sales are down 17% for the first quarter, a potential issue for Apple as ACSI data shows the company’s value is lacking compared to other manufacturers.

Among brands, Samsung’s Galaxy Note 9 is now America’s favorite smartphone with an ACSI score of 86. Customers like the powerful Android model, with its large screen and broad capabilities.

Apple’s iPhone X, iPhone 8 Plus, and iPhone SE all score 83. Three more models cluster at 83: Samsung’s Galaxy J7 Prime and Galaxy S8+, as well as Motorola’s Moto G. The lowest-rated model now belongs to Samsung with its Galaxy J3 (77).