Customers love their phones, mobile service not so much

by Steve Blum • , , , , ,

Even though U.S. consumers feel jilted by their Internet service providers, they’re still in love with their smartphones. According to the latest American Customer Satisfaction Index (ACSI) telecommunications survey, smartphone makers rate a 79 on a 100 point scale, one point up from last year and only three points behind the most highly rated industry sectors – consumer electronics (at least the television and video player side of the business) and full service restaurants.

Apple edged out Samsung for most highly rated manufacturer, scoring 81 points, a gain of one. Samsung wasn’t far behind, getting an 80, which was unchanged from 2015. Satisfaction fell off sharply after that, though, with Motorola/Lenovo in third place with 77, HTC in fourth with 75, and LG and Microsoft/Nokia tying for fifth at 74. “All others” got 73 out of 100.

When individual models are rated, it’s Samsung that comes out on top. Its Galaxy Note5 scored an 86, with Apple’s iPhone 6s Plus close behind at 85. HTC’s Desire and LG’s Leon LTE were at the bottom of the list, both receiving a rating of 67.

Mobile carriers don’t do as good a job satisfying U.S. subscribers as the manufacturers. The industry overall rated a satisfaction score of 71 out of 100, as did AT&T and Verizon. Sprint was at the bottom with 70 and T-Mobile did the best of the big four with a 74. Subscribers like both the brick and mortar and web store experience offered by the carriers, as well as network coverage and call clarity. The highest level of dissatisfaction was with call centers, service plan choices and mobile broadband speeds and reliability.