Report: Customer Satisfaction with Cell Phone Manufacturers and Wireless Carriers Slips Slightly

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A study performed by the American Customer Satisfaction Index (ACSI) showed that customer satisfaction with phones and with wireless service providers slipped slightly in the last year. Satisfaction with the wireless phone industry dropped 1.3% to 74. Meanwhile, wireless service satisfaction slipped 1.4% to 70.

ACSIApple led the study with an 83 rating in terms of customer service, the phone maker to ever receive a rating of over 80. Nokia, LG, and HTC all received a 75 rating, tying for second. Motorola declined 5% to a rating of 73, while Samsung dropped 4% to a 71 rating. Rounding out the pack, BlackBerry-maker Research in Motion was ranked the lowest for customer service with a rating of 69.

In terms of wireless service,  AT&T saw its rating rise 5% to 69, tying with T-Mobile. Both companies now trail Verizon Wireless with a 70 rating and Sprint with a rating of 71. Regional carriers such as U.S. Cellular and TracFone received a rating of 76, declining 1% from the previous study.

The (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to consumers in the U.S. The ACSI uses data from interviews with about 70,000 customers annually as inputs to an econometric model for measuring customer satisfaction with more than 225 companies.

Source: ACSI



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