The American Customer Satisfaction Index (ASCI) has today released its annual rankings of customer satisfaction for mobile phones in the United States. While Apple had the highest customer satisfaction index score for the second year in a row, its score has fallen slightly while competitors like Motorola Mobility, Nokia, and Samsung have all gained in score.
Apple is still at the top of the list when it comes to smartphone satisfaction, but this year's ranking of 81 (out of 100) is two percent below its 2012 ranking of 83. Motorola phones came in second after Apple, hitting a ranking of 77 after a 5% gain year over year.
Nokia remained high on the list with a 1% gain giving it a score of 76, and Samsung experienced the most growth at 7%, bringing it to a score of 76. HTC and LG both saw drops in satisfaction while BlackBerry remained on the bottom of the list with a score of 69.
The improvement [of Samsung] is the largest yet for any cell phone manufacturer, and earns Samsung a position even with the industry average and Nokia (+1%) and just behind second place Motorola, up 5% to 77. Nevertheless, Samsung remains well behind industry leader Apple.
Since the May 2012 customer satisfaction survey which was the first that ranked smartphones, Apple has introduced its newest phone, the iPhone 5, while Samsung has debuted several devices including its most recent Galaxy S 4.
The ACSI also ranked wireless telephone service, with Verizon and AT&T experiencing small gains in satisfaction. Verizon ranked first with a score of 73 outranking Sprint's steady 71, which earned it the top spot last year. AT&T went from 69 to 70, and T-Mobile dropped to last place with a score of 68.
The ASCI bases its customer satisfaction index on a survey of 70,000 people in the United States that asks customers about the products and services they use the most. It measures satisfaction with more than 230 companies that span 43 industries and 10 economic sectors.
Monday November 17, 2025 3:20 pm PST by Juli Clover
Apple provided developers with the third beta of an upcoming iOS 26.2 update, and there are still new features that are being added with each beta that we get. We've rounded up all of the changes that Apple made in beta 3.
AirDrop
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iOS 26.2...
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The company's board of directors and senior executives "recently intensified preparations for Cook to hand over the reins," the report said.
While the report said that Apple is unlikely to name a new CEO before its next earnings report in late January, it went on to ...
Apple today announced an expansion of AppleCare+ coverage in India, with new options for monthly and annual plans, and the addition of Theft and Loss for iPhone for the first time.
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Apple today released new firmware designed for the AirPods Pro 3, the AirPods 4, and the prior-generation AirPods Pro 2. The AirPods Pro 3 firmware is 8B25, while the AirPods Pro 2 and AirPods 4 firmware is 8B21, all up from the prior 8A358 firmware released in October.
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We're officially in the month of Black Friday, which will take place on Friday, November 28 in 2025. As always, this will be the best time of the year to shop for great deals, including popular Apple products like AirPods, iPad, Apple Watch, and more. In this article, the majority of the discounts will be found on Amazon.
Note: MacRumors is an affiliate partner with some of these vendors. When ...
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Starting this Wednesday, November 19, the feature will be available to residents of Illinois.
The announcement confirmed that the...
Friday November 14, 2025 6:20 am PST by Joe Rossignol
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Most of Apple's Macs are slated to get M5 chips across 2026, and there's a possibility we'll even see the first M6 chips toward the end of the year. Updates are planned for everything from the MacBook Air to the Mac Studio.
MacBook Air (Early 2026)
The MacBook Air will be one of the first Macs to get a 2026 refresh, with an update planned for the first few months of the year. The MacBook...
Sunday November 16, 2025 6:49 am PST by Joe Rossignol
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This is easily the biggest news for the regular version of CarPlay in years, should Tesla actually follow through with offering the system in its vehicles.
As noted by Gurman, this would be a stunning reversal for Tesla and its CEO Elon ...
Friday November 14, 2025 10:02 am PST by Joe Rossignol
Starting with the upcoming tvOS 26.2 update, currently in beta, additional profiles created on the Apple TV no longer require their own Apple Account.
In the Settings app on the Apple TV, under Profiles and Accounts, anyone can create a new profile by simply entering a name and indicating whether the profile is for a kid. The profile will be associated with the primary user's Apple Account,...
I know from personal experience that most Android fans act like they love their phones but then have all kinds of problems with them. Meanwhile, most people love and continue to love their iPhones for the duration of ownership. So these statistics are pretty biased.
Ah, when Android owners lie about their experiences and Apple users only reflect reality.
It's not accurate to state that Apple is losing ground to Samsung. Apple's cellphone customer satisfaction numbers might have declined slightly (we have to keep in mind that any rating like this will have margins of error) but that loss is not going to Samsung (it's conceivable it could be if people are rating their satisfaction as relative to other phone manufacturers but that's not a given). Customer satisfaction for a particular manufacturer is independent of other manufacturers (most of the time, again relativism can play a role but it's not being measured).
This isn't terribly surprising. Samsung, especially, has been bringing their A game, despite what the haters say.
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Motorola 77? Compare iPhone to any Motorola. Day and night. ******** score.
All this is is a consumer satisfaction score. The numbers would indicate that users of Motorola devices are pretty pleased with their purchase. It does not mean they would be more, or less, pleased with an iPhone. You just need to understand how to interpret the data.
I agree with the findings. My satisfaction with Apple has dropped in the past couple of years. If not for the seeming stagnation of innovation, for sure the degradation of overall customer service both from AppleCare and in-store.
On the flip side, Samsung has been improving product quality, and improving customer support, so one can't just say Samsung can only go up. Samsung has always been a good product, they've just had Apple killing them in customer service, so a little rise in Samsung service, and a little drop in Apple service will kill the gap real quick.
Unfortunately I think Apple's best days are behind them. I have had 4 iDevices (iMac, iPhone, iPad, now a new iMac) which have failed within the first 90 days of owning them. Obviously this has an impact on my overall customer satisfaction, and while I understand things happen, it's how a company responds. It used to be that when things failed in a reasonable time, Apple really stepped up and tried to do right by the customer, yet in the last year with these failures, I've felt like I've had to push them to do the right thing in each instance.
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The trend is terrible.
Will Apple be able to hang on to its PR advantages over the years? What happened to "It Just Works"? What happened to "When it doesn't work, simply shlep to a suburban shopping mall and get helped by a friggin' Genius?"
The trends are disturbing.
You're precisely correct. Us apple fans have always given them a little leeway because things have "just worked" ... for years we tolerated having a generation or two old technology in exchange for the reliability, but as of late, Apple's reliability factor has been dropping, yet prices haven't fallen and the innovation hasn't increased.
