Cell Phones

The ACSI has nearly two decades of experience analyzing customer satisfaction with cell phone manufacturers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their cell phones. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Cell Phone Benchmarks »

ACSI Wireless Phone Service and Cell Phone Study 2020-2021 »

Smartphone Brand Study

The ACSI independently measures customer satisfaction with some of the top-selling smartphone brands available to U.S. consumers. The study expands ACSI coverage of the cell phone industry, which measures customer satisfaction with each manufacturer’s complete array of product offerings.

The brand-level benchmarks are based on randomly sampled interviews with current smartphone users. This annual study provides ACSI cell phone clients with detailed customer satisfaction data at the brand level for the smartphone market.

Smartphone Customer Satisfaction 2021
Model Manufacturer ACSI (0-100 Scale)
Galaxy Note10+ Samsung 85
Galaxy S10+ Samsung 85
Galaxy S20+ Samsung 85
Galaxy S20 Samsung 84
Galaxy A20 Samsung 83
Galaxy S10 Samsung 82
iPhone 11 Pro  Apple 82
iPhone 11 Pro Max Apple 82
iPhone X Apple 82
iPhone XS Max Apple 82
Galaxy J7 Samsung 81
iPhone SE (2nd generation) Apple 81
iPhone XS Apple 81
Galaxy Note10 Samsung 80
Galaxy S9 Samsung 80
iPhone 11 Apple 80
iPhone 8 Plus Apple 80
iPhone 7 Plus Apple 79
iPhone 8 Apple 79
iPhone SE Apple 79
Galaxy A10e Samsung 78
iPhone XR Apple 78
Galaxy S10e Samsung 77
iPhone 7 Apple 75

Cell Phone Customer Experience Benchmarks

Unique to the cell phone industry, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Ease of phone calling
    • Ease of text messaging
    • Battery life
    • Operating system/software
    • Menu/setting navigation
    • Phone design
    • Feature variety
    • Audio quality
    • Video quality
    • Website

The ACSI Client Advantage

Cell phone industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential cell phone industry data spanning nearly two decades, with over 30 data points per year for the largest cell phone makers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Cell phone clients also access ACSI’s full array of customer experience benchmarks for their own industry, including brand-level results for popular smartphone models, as well as obtain actionable data for improving the customer experience.

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