Apple Beats Samsung in Annual Phone Satisfaction Survey

Apple Beats Samsung in Annual Phone Satisfaction Survey

Apple has topped Samsung in an annual cellular customer satisfaction survey, breaking the tie in the previous year’s rankings.

The iPhone maker finished with an overall score of 82 in the 2020 American Customer Satisfaction Index. That a 1% difference from last year, and point higher than Samsung’s score of 81. LG snagged the third-place spot with a score of 79, while Motorola ranked in at fourth with a score of 77.

As for individual smartphone satisfaction, Samsung edged out Apple, with the Samsung Galaxy Note 9 ranking in first place with an 85 on the customer satisfaction index. The closest iPhone ranked in at fourth and was the iPhone XS Max with an 84 score. That was good for a tie with two Samsung handsets, the Galaxy S9+ and Galaxy S10.

The ASCI report indicates increased customer satisfaction with cellular phones. Satisfaction has, in general, risen 1.3% year-over-year. Meanwhile, sales of smartphones declined by 1% throughout 2019.

The ASCI report also ranks cellular carrier satisfaction in the U.S., and the rankings remained unchanged from the year before. T-Mobile ranked first, followed by Verizon, AT&T, U.S. Cellular, and Sprint, in that order.

The ASCI rankings are culled from interviews with 27,346 customers in the U.S. between April 15, 2019, and March 20, 2020.

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