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.
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).
