iPhone a 'Game Changer' for Customer Satisfaction
The American Customer Satisfaction Index (ASCI) today released its latest rankings of customer satisfaction in the United States for mobile phones and a number of products and services, with the new mobile phone rankings being expanded to include Apple, Research in Motion, LG, and HTC for the first time.
In its first appearance in the rankings, Apple easily topped the list with a score of 83, outdistancing Nokia, LG, and HTC in a tie for second place at 75. Apple's performance marks the first time a mobile phone company scored above 77 in any of the group's surveys dating back to 2004.
For many users, the advent of smartphone technology has dramatically changed what they look for in a cell phone device. Two smartphones makers, Apple and Research in Motion (RIM), enter the ACSI with very different results. At 83, Apple (iPhone) leads the field by a long shot, while RIM (Blackberry) lags behind as the least satisfying at 69. [...]
At 83, Apple’s iPhone is a game changer when it comes to customer satisfaction. No other cell phone company has ever broken into the 80s. Apple’s nearest competitors this year are three companies tied at 75: Nokia (+3%) and ACSI newcomers LG and HTC.
Apple has routinely topped ACSI surveys for personal computers, and with its new inclusion in the mobile phone category it is now leading that market as well.
On the carrier front, AT&T experienced a significant jump in customer satisfaction this year as other carriers saw drops, significantly tightened the field. Among the four major carriers, Sprint led with a score of 71, followed by Verizon at 70 and T-Mobile and AT&T at 69. All of those major carriers were beat out by the "All Others" category, which garnered a score of 76.
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