Customers speak out: Which phone makers do they love the most?

2023 ASCI Satisfaction Index Smartphone Brands

The American Customer Satisfaction Index (ACSI) is an annual survey that measures how satisfied customers are with products and services, including smartphones. ACSI surveys tens of thousands of people and asks them to rate their satisfaction with a variety of factors, such as how easy it is to text message, the design of the phone, the quality of the video, and the battery life. The results of the survey are then used to rank smartphone manufacturers.  In 2022, Samsung and Apple were ranked as the top two smartphone manufacturers, with average scores of 80. Google and Motorola were ranked third and fourth, respectively, with average scores of 77. The ASCI customer satisfaction index for smartphone brands in 2023 is out now. So let us compare this year’s results with last year’s rankings.

2023 ACSI Smartphone Satisfaction Index

The ACSI Index for 2023 shows that Apple and Samsung were once again the top two smartphone manufacturers. Apple won the satisfaction crown with a score of 81 out of 100, while Samsung was close behind with a score of 80. Here are the top 10 areas where Apple scored higher than Samsung overall:

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ASCI Satisfaction Index Criteria

On the other hand, Google and Motorola held their third and fourth positions, respectively. Google’s satisfaction score increased by 1 point to 78, while Motorola’s score decreased by 2 points to 75. All other smartphone brands, including OnePlus, TCL, and Nokia, scored 71.

For this survey, ACSI surveyed 15,881 consumers between April 2022 and March 2023. For the first time, the report also showed that satisfaction with 5G smartphones is higher than satisfaction with non-5G phones. 5G smartphones received a score of 80 out of 100, while non-5G phones received a score of 72 out of 100. This is likely because most phones Americans buy now are 5G-capable. Also note that the ASCI survey only covers US customers, not worldwide users. You can see the full report of the 2023 ASCI smartphone brands satisfaction index here.

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