Customer satisfaction with iPhone has declined since last year

The American Customer Satisfaction Index scores for cell phones are in for 2013 and a new trend has taken place this year. Same as always and not totally surprising, Apple remains in the lead with the highest customer satisfaction rating thanks to the iPhone. However, the gap is tightening as competition like Samsung and Motorola have gained quite a few points at Apple’s expense.

In 2012, Apple had the highest score out of any cell phone manufacturer with an 83. This year, still at the highest, it has actually dropped two points down to 81. It’s not too big of a deal, but it is telling overall that less people are happy with their iPhone this year — namely the iPhone 5.

On the other hand, satisfaction with the likes of Motorola and Samsung has increased. Motorola is definitely peculiar since the company has been slacking in 2013 to put out new handsets. It leaped from 73 to 77 while Samsung had the biggest increase of them all with a 5-point boost from 71 to 76.  Nokia also got a slight increase from 75 to 76.

Customer satisfaction for cell phones chart

This means that Apple is now only ahead by 4 points compared to last year when it was ahead by 10. Motorola is in second place and Nokia and Samsung aren’t far behind tying for third. HTC and LG come in toward the end, both dropping in satisfaction. HTC fell to 72 from 75 and LG fell to 71 from 75. BlackBerry stayed the same at just 69 points.

Apple has a lot of work to do at WWDC 2013 next month if it wants to maintain its customer satisfaction lead into 2014.

[via CNET]

Back to top ▴