Samsung has taken the lead in customer satisfaction among smartphone users in the United States, according to the latest findings from the American Customer Satisfaction Index (ACSI). The report highlights that Samsung achieved a score of 81, surpassing Apple, which scored 80 points. This marks a shift from last year when both companies were tied in the rankings.
The survey indicates that Samsung has managed to gain a slight edge in user perception, particularly regarding their devices and overall experience. This improvement is part of a broader trend where customer satisfaction across the smartphone industry saw a small increase this year. The overall score for the category rose by 1% to 79 points, following a decline in the previous year.
Key factors driving satisfaction
One significant factor contributing to this improvement is the growing usefulness of modern smartphone features. The survey suggests that newer technologies are no longer viewed as mere marketing tactics but are instead seen as practical tools that enhance daily life. ACSI specifically pointed out battery life improvements as one of the most appreciated aspects of smartphones.
Artificial intelligence (AI) also played a crucial role in the results. For the first time, AI-related features were included in the survey, and they received positive feedback from users. Many consumers now perceive AI tools as useful additions rather than experimental features.
When looking at individual devices, premium flagship phones recorded the highest satisfaction scores. Samsung’s Galaxy S series led the way with an impressive 84 points, while Apple’s latest iPhone lineup scored 82 points. Google’s flagship smartphones followed closely behind with 80 points.
The report also examined foldable phones, where Samsung continues to dominate the market ahead of competitors like Google and Motorola. However, despite its leadership, the foldable segment generated more complaints compared to traditional smartphones. This suggests that while the technology is promising, it still faces challenges in terms of user experience and reliability.
Methodology and additional insights
The survey was based on feedback from over 20,000 users, ensuring a comprehensive representation of consumer opinions. While the data highlights positive trends, it also underscores areas where improvements are needed, especially in emerging technologies like foldable devices.
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