In last year’s American Customer Satisfaction Index, Apple and Samsung were neck-and-neck at 80%. In this year’s results, released today, Samsung has retained last year’s score while Apple has just edged ahead at 81%.
Apple moves up 1% to take sole possession of the industry lead at 81, just ahead of Samsung, unchanged at 80. Lenovo’s Motorola recedes 3% to 77, as does HTC (75), while LG remains at 74. Microsoft Mobile, with both Nokia- and MS-branded phones, dips to 74, followed by the smaller manufacturers, which edge up 3% to a combined score of 73.
Despite Apple winning out in overall satisfaction across models, it didn’t quite manage the top spot when it comes to specific models …
The rankings there put the iPhone 6 Plus, at 85%, just behind the Samsung Galaxy Note 5 at 86%. It’s notable that the top four devices in the league table (shown below) are phablets.
ACSI notes that smartphones generally score well on satisfaction, with battery life the main exception, where satisfaction levels fall to 75%.
The results are based on a very large-scale survey of 12,710 American telecoms customers chosen at random.
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