Cell Phones
Comprehensive benchmarking for smartphone manufacturers
Gain access to the full brand-level performance for each member of the highly competitive syndicated cell phone manufacturing industry and become an ACSI client today.
CELL PHONES
Maintaining your competitive edge in an industry characterized by its continuous innovation requires a laser focus on your own improvement without losing sight of the critical developments of the overall industry. Keep track of your exact position in a very tight race with ACSI benchmarking that provides strategic competitive data on a quarterly basis. The ACSI conducts surveys throughout the year. Our proprietary, cause-and-effect diagnostic modeling ensures that your improvement efforts are directed exactly where they will yield the highest satisfaction gains to drive customer loyalty.
At a glance:
Cell Phones
-
Inaugural year:
2004
-
Updated:
annually
-
Most recent data:
2023
-
Companies:
4 companies, plus aggregate of smaller manufacturers
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Cell Phones | 79 | 79 | 0% |
| 1 | Apple | 80 | 81 | 1% |
| 1 | Samsung | 80 | 80 | 0% |
| 1 | 77 | 78 | 1% | |
| 1 | Motorola (Lenovo) | 77 | 75 | -3% |
| 1 | All Others | 74 | 71 | -4% |
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Capability
2023 Cell Phones
| Company | 5G Models | Other Models |
|---|---|---|
| Cell Phones | 80 | 72 |
| Apple | 81 | 78 |
| Samsung | 81 | 74 |
| 80 | NM | |
| Mototola (Lenovo) | 76 | 72 |
| All Others | 74 | 68 |
NM – Not measured
Cell Phone Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Ease of text messaging | 85 | 84 |
| Ease of phone calling | 84 | 84 |
| Phone design (overall size, weight, screen size) | 84 | 83 |
| Variety of phone features | 82 | 83 |
| Video quality | 83 | 83 |
| Website satisfaction | 82 | 83 |
| Audio quality (such as music) | 82 | 82 |
| Ease of navigating phone menus and settings | 82 | 82 |
| Ease of using phone operating system and software | 82 | 81 |
| Battery life | 81 | 79 |
Industry averages are weighted by companies’ market shares.