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Cell Phones

Comprehensive benchmarking down to the brand level for smartphones

Obtain strategic insights to innovate and grow in the highly competitive cell phone market.

CELL PHONES

After several major breakthroughs over the last few decades, the cell phone manufacturing industry is nearing a plateau in technological advancements. However, the number of cell phones users continues to rise, making it vital for companies to reinvent themselves. Make data-driven decisions to innovate and grow your brand with the help of ACSI’s expertise in the cell phone manufacturing space.

At a glance:

Cell Phones

  • Inaugural year:

    2004

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    5 companies, plus aggregate of smaller manufacturers

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Ease of text messaging 85 85
Ease of phone calling 84 84
Phone design (overall size, weight, screen size) 84 84
Video quality 83 83
Audio quality (such as music) 83 82
Ease of navigating phone menus and settings 83 82
Ease of using phone operating system and software 83 82
Variety of phone features 83 82
Website satisfaction 83 82
Battery life 80 81

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Cell Phones

Company 2021 2022 % Change
Cell Phones 79 79 0.0%
Apple 80 80 0%
Samsung 81 80 -1%
Google 80 77 -4%
Motorola (Lenovo) 80 77 -4%
LG 77 75 -3%
All Others 73 74 1%

Satisfaction Benchmarks by Brand

Smartphones

Brand Manufacturer 2022
Galaxy S20 Ultra Samsung 86
LG Aristo 3 LG 84
iPhone 11 Pro Max Apple 82
Galaxy S20 Samsung 82
Galaxy S10 Samsung 82
Pixel 4 Google 81
Galaxy S20 Plus Samsung 81
iPhone 11 Apple 80
iPhone 11 Pro Apple 80
iPhone XR Apple 80
LG Aristo 3+ LG 80
iPhone SE 2nd Generation Apple 80
Galaxy A20 Samsung 80
HTC U12+ HTC 79
Galaxy A21 Samsung 78
Galaxy A51 Samsung 78
Galaxy A10e Samsung 77
Galaxy A11 Samsung 76
LG Stylo 6 LG 75
iPhone SE Apple 73
Galaxy A01 Samsung 73

Connect With ACSI

Connect With ACSI

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