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Thread: Apple Tops Cellphone Customer Satisfaction but Loses Some Ground to Competitors

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    Default Apple Tops Cellphone Customer Satisfaction but Loses Some Ground to Competitors


    The American Customer Satisfaction Index (ASCI) recently released its annual rankings of customer satisfaction for mobile phones in the United States. Although Apple had the highest customer satisfaction index score for the second year in a row, its score has fallen slightly while competitors such as Motorola Mobility, Nokia, and Samsung have all ended up gaining in scores. Apple still remains at the top of the list when it comes to smartphone satisfaction but this yearís ranking of 81 (out of 100) is 2% 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 still remained high on the list with a 1% gain giving it a score of 76, with Samsung experiencing the most growth at 7%, bringing it to a score of 76 as well. HTC and LG both saw drops in satisfaction while BlackBerry remained on the bottom of the list with a score of 69. According to the report:

    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.
    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 Sprintís steady 71, which earned it the top spot last year. AT&T went up from 69 to 70, and T-Mobile dropped to last place with a score of 68.



    It should be noted that 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.

    Source: ASCI via MacRumors

    Twitter: @AkshayMasand

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