Following four years of stability, customer satisfaction with cell phones climbs 1.3% to a new high of 80, according to the American Customer Satisfaction Index (ACSI).
Apple inched ahead of second place Samsung (unchanged at 81) with a 1% improvement to 82. Overall iPhone revenue rose 8% year-over-year in the 2019 holiday quarter with strong sales for its iPhone 11 series. Overall, customers are more pleased with their device’s battery life compared to a year ago.
LG ticks up 1% to 79, moving closer to Samsung. Conversely, Motorola (Lenovo) recedes 4% to 77, losing the advantage it had over LG for the last several years.
Among brands, the tale of two manufacturers continues as 17 of 18 models that earn scores of 80 or above belong to Samsung or Apple. Samsung’s Galaxy Note 9 remains America’s favorite smartphone with an ACSI score of 85 thanks to phone features and video quality.
Samsung’s Galaxy S9+ and S10, and Apple’s iPhone XS Max follow at 84. Four models earn ACSI scores of 83: Apple’s iPhone X and 8 Plus, as well as Samsung’s Galaxy S9 and S10+.
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