The latest American Customer Satisfaction Index (ACSI) report has just been published this week, providing information on which companies today have scored the best in terms of achieving customer satisfaction among US consumers in industries such as wireless service, mobile devices, fixed line phone, Internet service, and subscription TV.
In the world of smartphones, Apple appears to have pleased its customers the most. Last year, the iPhone maker tied with Samsung in terms of customer satisfaction in smartphone usage, both scoring 80 out of 100. But this year, Apple has managed to one up its fierce South Korean rival, garnering a score of 81 out of 100, barely edging Samsung who managed to get an 80 out of 100 rating (same as last year’s).
2016 is beginning to look like a down year for smartphone devices, but according to the latest ACSI report, the average score for smartphone manufacturers has actually improved, increasing to 79 out of 100 this year, compared to 78 out of 100 in the last couple of years, 76 out of 100 in 2013, and 74 out of 100 in 2012.
Apple was the only smartphone company to show improvement, in light of the momentum generated by the relatively recent release of its iPhone 6 and iPhone 6 Plus devices, two of the best selling iPhone models of all time. Still, when it comes to customer satisfaction for specific smartphone models, a Samsung device actually takes the top prize. The Galaxy Note 5 phablet scored 86 out of 100, just ahead of Apple’s iPhone 6s Plus, which scored 85 out of 100. On third and fourth place are another two Samsung handsets, the Galaxy S6 Edge+ and the Galaxy Note 4.
As for wireless carriers, T-Mobile has plenty of reason to celebrate this year. T-Mobile has actually outscored industry leader Verizon Wireless in terms of customer satisfaction. Among the Big Four (Verizon Wireless, AT&T, T-Mobile, and Sprint), T-Mobile has taken top honors, scoring 74 out of 100. But wait -- the best scoring wireless carrier overall is actually a prepaid mobile operator, TracFone Wireless, which managed to get a score of 75 out of 100. In terms of improvement, Sprint was the winner, displaying an 8 percent increase. For all wireless carriers, the average score improved by 1.4 percent to 71 out of 100.
Interested to know more about the latest ACSI report? You can read it here.
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