Samsung Users Report Higher Satisfaction Than iPhone Users, Study Finds
Jakarta, CNBC Indonesia – Samsung has overtaken Apple as the top mobile phone customer satisfaction provider in the United States for 2026, according to a recent American Customer Satisfaction Index study released this week.
In the 2026 Telecommunications, Cell Phone, and Smartwatch Study, Samsung recorded a customer satisfaction score of 81, narrowly edging out Apple’s 80. Last year, both tech giants shared the top spot with equal scores.
Overall, the US mobile industry shows signs of recovery, with the average industry score rising 1% to 79 after a sharp 4% drop in 2025 that hit a decade-low.
ACSI attributes the customer satisfaction increase to new features that deliver tangible benefits in daily use. A key driver was a 5% improvement in battery life, scoring 81, as cited by MacRumors on Monday, 25 May 2026.
Artificial intelligence (AI) features, measured for the first time in this survey, achieved a high score of 85. The findings indicate consumers not only recognise AI features on their phones but also find them useful.
For basic functions, customers remain most satisfied with call and text capabilities, both scoring 86. However, AI’s near-par score signals a significant shift from being merely an added feature to a genuinely utilised tool.
In the latest flagship segment, Samsung’s Galaxy S line leads with 84, followed by the latest iPhone at 82, while Google’s flagship scores 80.
The foldable phone segment is also fiercely competitive. Samsung leads with 80, well ahead of Google’s 72 and Motorola’s 70.
ACSI notes foldable phone owners file complaints three times more often than standard phone users. Nevertheless, competition in this segment is expected to intensify following rumours Apple will launch its first foldable iPhone this year.
In the smartwatch market, Apple holds steady at 80, while Samsung dropped 4%, leaving both brands tied for the top spot.
The ACSI study surveyed 26,963 respondents via email between April 2025 and March 2026.