ACSI: Samsung edges out Apple in cell phone satisfaction, Apple Watch ties at the top
9to5Mac • • technology
Key Points:
- The American Customer Satisfaction Index (ACSI) 2026 study shows Apple’s iPhone customer satisfaction score dropped by one point to 80, while Samsung led the cell phone category with a score of 81.
- Samsung outperformed Apple in the flagship and foldable phone segments, scoring 84 and 80 respectively, whereas Apple led slightly in the legacy/other segment with 79.
- The study introduced AI feature performance ratings for the first time, with an impressive score of 85, indicating AI’s growing practical utility in telecommunications products.
- In the smartwatch category, Apple and Samsung tied with equal customer satisfaction scores of 80, with Apple’s score remaining steady from the previous year and Samsung’s declining from 83.
- Overall satisfaction in the smartwatch category remained at 77, with top-rated aspects including connectivity with apps, fitness tracking usability, and website satisfaction.