Samsung edges Apple in cellphone customer satisfaction

According to the newest American Customer Satisfaction Index Wireless Phone Service and Cell Phone Study 2023-2024, customer satisfaction with wireless service has climbed 3% - ConsumerAffairs

The biggest loser? Could be a toss up between GoogleFi and Mint Mobile?

How much do you like your mobile phone and your phone service? Probably more than you have in the past.

According to the newest American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2023-2024, customer satisfaction with wireless service has climbed 3% to 76 (out of 100).

Mobile virtual network operators (MVNO) and mobile network operators (MNO both improved their satisfaction scores by 3% each to 76, while cell phone customers' satisfaction rose by 3% to 81.

“As 5G networks expand nationwide and new affordable 5G devices become available, consumers are finding even more reasons to reevaluate their mobile options,” says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. 

“Customers want providers that can deliver on the promise of next-generation connectivity through competitive plans and excellent service — not just empty hype about speculative 5G speeds. Traditional carriers must reassess how they can better meet these needs or risk losing consumers to competitors that can give them more bang for their buck.”

Is Apple now looking over its shoulder?

In a surprising turtle-and-hare storyline, Samsung has caught up with Apple in cell phone manufacturer love and is now in the lead when it comes to 5G phones – up 3% compared to Apple’s 1% improvement. In the year-over-year comparison, Motorola phones moved up 3% to meet Google at 77, while Google dipped 1%. Although their ACSI score improved by 1% to 72, smaller cell phone manufacturers finished last.

Despite the accolades for its 5G efforts, Samsung still has some problems with its phones and its customer service if you were to ask ConsumerAffairs reviewers. Some customers have had difficulty getting their phones repaired or replaced under warranty, with Samsung claiming that the issues were due to physical damage or not covered by the warranty. There have also been complaints about the lack of support and unprofessionalism from Samsung's customer service representatives. 

AT&T and Consumer Cellular maintain dominance over mobile networks

In the MNO race, AT&T stays in first place after gaining 4% to an ACSI score of 78. T-Mobile is a close second, up 4% to 77. Even after it made the category’s biggest leap at 6%, U.S. Cellular and Verizon (up 1%) both share the bottom at 74.

Considering Verizon has lost subscribers in four of the past five quarters, its position at the bottom should come as no surprise. The silver lining inside that cloud is that Verizon hopes to rectify this by adding more customization to its wireless plans.

As for MVNOs – meaning they’re a reseller of wireless communications services – Consumer Cellular once again outperformed its competition. After gaining 4% in its last quarter to match its previous record-high score of 85, Consumer Cellular leads all three wireless categories in customer satisfaction. Its burgeoning product lineup continues to attract customers by consistently adding affordable options.

Next is Mint Mobile, recently acquired by T-Mobile, (making Ryan Reynolds $300 million happier), followed by Tracfone (up 5% to 80) and Straight Talk (up 3% to 79). In spite of increasing 1% to 77 points on ACSI, Google Fi still ranks last.

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