The American Customer Satisfaction Index - The voice of the Nation's Consumer

May 2013 and Historical ACSI Benchmarks

Updated on May 21, 2013

Sector: Information
Industries: computer software, fixed-line telephone service, Internet service providers, subscription television service, wireless telephone service

Sector: Manufacturing/Durable Goods
Industry: cellular telephones

For benchmarks for other Manufacturing/Durable Goods industries, go to August ACSI Results and September ACSI Results.

Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
INFORMATION 78.5 78.3 76.0 71.1 71.4 70.2 69.4 68.0 68.3 69.3 67.5 65.8 68.6 68.3 68.6 70.2 72.8 72.3 71.9 72.3 0.6 -7.9
Computer Software                         74 73 74 75 76 78 77 76 -1.3 2.7
All Others                         75 75 75 76 77 79 77 76 -1.3 1.3
Microsoft                         73 70 69 70 76 78 75 74 -1.3 1.4
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Fixed Line Telephone Service 81 80 79 75 74 73 72 70 71 72 71 70 70 70 73 72 75 73 70 74 5.7 -8.6
Cox Communications NM NM NM NM NM NM NM NM NM NM NM NM 76 70 74 74 74 72 71 74 4.2 -2.6
BellSouth 83 83 83 78 78 76 75 74 74 74 73 70 71 #             N/A N/A
ATT 85 83 83 80 81 79 75 73 73 76 76 72 71 70 75 71 75 71 70 73 4.3 -14.1
All Others 77 76 77 75 74 73 74 69 73 75 74 73 71 72 74 75 78 76 76 75 -1.3 -2.6
Qwest Communications               61 56 62 64 69 70 72 73 71 72 73 #   N/A N/A
Verizon Communications               73 71 73 73 70 69 72 70 71 73 71 70 74 5.7 1.4
Comcast NM NM NM NM NM NM NM NM NM NM NM NM 69 67 69 67 68 69 67 71 6.0 2.9
CenturyLink 79 83 80 76 76 74 70 71 74 73 65 66 64 66 70 68 70 70 66 71 7.6 -10.1
Charter Communications NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 72 N/A N/A
Time Warner Cable NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM NM 68 N/A N/A
US WEST 77 76 74 71 68 67 64 #                         N/A N/A
Pacific Telesis 81 78 80 72 #                               N/A N/A
NYNEX 79 79 75 66 #                               N/A N/A
Ameritech 81 79 77 73 70 66 #                           N/A N/A
Bell Atlantic 80 81 81 72 71 73 71 #                         N/A N/A
GTE 76 72 72 68 65 63 69 #                         N/A N/A
SBC Communications 80 80 77 71 71 71 70 66 67 67 68 71 #               N/A N/A
MCI 75 75 78 72 74 73 70 70 70 67 70 70 #               N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Internet Service Providers                                       65 N/A N/A
Verizon Communications (FiOS)                                       71 N/A N/A
Time Warner Cable                                       63 N/A N/A
Cox Communications                                       68 N/A N/A
Comcast                                       62 N/A N/A
Charter Communications                                       65 N/A N/A
CenturyLink                                       64 N/A N/A
ATT (U-verse)                                       65 N/A N/A
All Others                                       71 N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Motion Pictures 77 77 74 71 76 71 68 71 70 71 73 71 73 70 70 74 76 73 76 NM 4.1 -1.3
Walt Disney 84 80 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Universal Studios 77 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Time Warner 78 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Sony Pictures Entertainment 71 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Paramount Communications 72 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Fox Entertainment 79 79 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Network/Cable TV News 77 76 70 62 65 62 64 62 65 68 66 68 69 67 69 71 74 77 74 NM -3.9 -3.9
Turner Broadcasting System 82 81 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
NBC Television Network 76 74 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
CBS Broadcasting 79 75 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
All Others 77 80 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
ABC 76 77 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Newspapers 72 68 69 69 66 69 68 68 63 64 68 63 63 66 64 63 65 65 64 NM -1.5 -11.1
Tribune 70 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Times Mirror 68 67 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
New York Times 74 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Knight-Ridder 68 70 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Gannett 75 66 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Dow Jones 75 76 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
All Others NM 65 ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Subscription Television Service               64 61 61 61 61 63 62 64 63 66 66 66 68 3.0 6.3
DIRECTV               70 70 72 71 67 71 67 68 71 68 69 68 72 5.9 2.9
DISH Network               71 68 71 71 68 68 67 65 64 71 67 69 70 1.4 -1.4
Cox Communications               NM NM NM 63 63 63 63 63 66 67 67 63 65 3.2 3.2
All Others               62 63 60 60 59 63 66 69 70 70 69 68 69 1.5 11.3
Time Warner Cable               63 61 61 60 61 61 58 59 59 61 59 63 60 -4.8 -4.8
Comcast               64 56 55 56 58 60 56 54 59 61 59 61 63 3.3 -1.6
Charter Communications               63 53 55 56 56 55 55 54 51 60 59 59 64 8.5 1.6
Verizon Communications (FiOS)               NM NM NM NM NM NM NM NM NM 73 72 74 73 -1.4 0.0
ATT (U-verse)               NM NM NM NM NM NM NM NM NM 72 68 68 71 4.4 -1.4
ATT Corp.               62 56 †                     N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
Wireless Telephone Service                     65 63 66 68 68 69 72 71 70 72 2.9 10.8
T-Mobile                     NM 64 69 70 71 71 73 70 69 68 -1.4 6.3
Verizon Wireless                     68 67 69 71 72 74 73 72 70 73 4.3 7.4
All Others                     70 65 68 68 71 73 76 77 76 78 2.6 11.4
ATT Mobility                     63 62 63 68 71 67 69 66 69 70 1.4 11.1
Sprint                     59 63 63 61 56 63 70 72 71 71 0.0 20.3
ATT Wireless                     61 #                 N/A N/A
Nextel Communications                     NM 59 #               N/A N/A
Base-
line 		95 96 97 98 99 00 01 02 03 04 05 06 07 08 09 10 11 12 13 Previous
Year
%
Change 		First
Year
%
Change
MANUFACTURING DURABLE GOODS 79.2 79.8 78.8 78.4 77.9 77.3 79.4 78.7 79.0 79.2 78.3 78.9 80.1 80.9 80.7 81.6 81.3 82.3 83.0 0.9 4.8
Cellular Telephones                     69 69 70 70 71 72 76 75 74 76 2.7 10.1
Samsung Electronics                     73 71 73 70 71 70 76 74 71 76 7.0 4.1
Motorola Mobility (Google)                     70 70 71 72 74 72 76 77 73 77 5.5 10.0
Nokia                     72 70 69 72 74 74 76 73 75 76 1.3 5.6
All Others                     64 66 68 70 70 73 77 74 73 76 4.1 18.8
Apple                     NM NM NM NM NM NM NM NM 83 81 -2.4 -2.4
BlackBerry                     NM NM NM NM NM NM NM NM 69 69 0.0 0.0
HTC                     NM NM NM NM NM NM NM NM 75 72 -4.0 -4.0
LG Electronics                     NM NM NM NM NM NM NM NM 75 71 -5.3 -5.3
Kyocera                     70 NM NM NM NM NM NM NM NM NM N/A N/A

Score tables print best in landscape.

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Notes
The ACSI releases industry results monthly and updates the national index quarterly. Baseline measurements are from the summer of 1994.

The "All Others" score for an industry represents the remainder of the total industry market share, less the market shares of the measured companies. This benchmark is an aggregate of a representative number of customer interviews from each of potentially hundreds of smaller companies within the industry.