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
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Inaugural year:
2004
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Updated:
annually
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Most recent data:
2022
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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% |
| 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 | 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 |