Apple iPhone Consumer Satisfaction Drops As Samsung and Motorola Increases

Posted May 21, 2013

According to an annual study, consumer satisfaction for the Apple iPhone is dropping at the gain of Samsung and Google subsidiary Motorola.  The Apple iPhone is seeing a slowdown in sales due to the constant release of new competitive products by Samsung and Motorola.

The Apple iPhone still has the top ranking among mobile phone users, but Samsung and Motorola are closing the game, according to the American Customer Satisfaction Index (ACSI).  The ACSI published the 2013 report today.  The iPhone rating dropped 2.4% from one year earlier to a score of 81-83.  Samsung climbed 7% to 76 from 71.  Motorola increased 5.5% to 77 from 73.

Apple iPhone sales have increased 7% in the past quarter, which is the smallest gain that Apple has seen since launching the original phone in 2007.  Samsung captured one-third of the global smartphone market in the first quarter, which is almost double of Apple’s 18% share according to Strategy Analytics.  According to the ACSI, Samsung saw a lot of success from the Galaxy S3 smartphone that was introduced this past May.

According to the same ACSI survey, Sprint Nextel lost their top spot to Verizon Wireless in a wireless carrier ranking.  Sprint was the top company in 2011 and 2012.  Sprint retained a 71 score from last year while Verizon Wireless saw an increased of 4.3% to 73.

ACSI LLC was founded at the University of Michigan Ross School of Business.  The ACSI conducts surveys with about 70,000 customers.

[Pictured above: Apple CEO Tim Cook]