The American Consumer Satisfaction Index (ASCI) released their 2012 findings yesterday, revealing consumer satisfaction scores for cellphone manufacturers and wireless carriers. The top two victors in their respective field may or may not surprise you? Apple’s scores as the top cellphone manufacturer are of little surprise, love or hate Apple, they do tend to have high consumer satisfaction scores. Sprint on the other hand, while I understand that Sprint has really done wonders to revamp their customer service, all the reports I see on their slow 3G/4G data speeds make me question just how these scores are being ranked. Perhaps it’s only us tech bloggers and tech blog readers that really put a price on fast data speeds. Either way, ASCI collects data from more than 70,000 customers from more than 225 companies in 47 industries and 10 economic factors to finalize their results.
This is the first year ASCI included Apple, RIM, HTC and LG in this particular survey. Apple’s scores topped out 83 (out of 100), ranking 9 points higher than the industry average of 74 and 8 points higher than runner-ups HTC, LG and Nokia. That’s got to be hard to swallow for Motorola, Samsung and RIM, especially for Samsung who took home a score of 71, especially in wake of their industry success with the Galaxy series. The report does include feature phones, which could partly explain Nokia’s successful entry. RIM, for its own industry failings scored a 69, 14 points behind Apple and five total points below the industry average.
As for the wireless carriers, Sprint customers are generally the most satisfied with a service with a score of 71. I’m still having a hard time imagining this considering the (often) pitiful speeds Sprint puts up on their 3G/4G network. Trailing Sprint was Verizon with a score of 70, followed by T-Mobile and AT&T tied at 69. Overall, the wireless carriers saw a drop in satisfaction, except for AT&T, which enjoyed a four-point bump.
So what did we learn? People love their iPhone’s, hate RIM, and nobody really likes their wireless carrier.