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HindustanTimes Sat,19 Apr 2014

Apple slips but still retains smartphone satisfaction crown

AFP   May 22, 2013
First Published: 17:15 IST(22/5/2013) | Last Updated: 17:17 IST(22/5/2013)

The iPhone still scores the highest consumer satisfaction marks but Motorola, Samsung and Nokia are slowly closing the gap.

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The latest American Consumer Satisfaction Index (ACSI) report reveals that overall levels of satisfaction towards smartphones has improved by 2.7 percent over the past 12 months, and that in the US the devices have overtaken feature phones in terms of popularity.

The results, which bestow a score out of 100 points, show that Apple has retained its place at the top of the pile but with a total of 81 points has actually slipped by 2 percent over the past 12 months.

At the same time, Samsung has made massive strides, thanks in part to the success of its Galaxy SIII handset. Its satisfaction score has jumped 7 percent to 76.

Motorola has also made significant gains (+5%) to achieve a score of 77 while Nokia also climbed to 76 points over the same period.

The results mean that Motorola is now in second place behind Apple, with Samsung and Nokia tied in third place above HTC (72), LG (71) and BlackBerry (69).

It will be interesting to see if Apple is able to retain the number-one spot next year once consumers have had a chance to put the Samsung Galaxy SIV, HTC One and BlackBerry Q10 through their paces.

ACSI noted that consumers’ biggest gripe with smartphones continues to be battery life though at the same time they were happier than ever with devices' ease of use.

The annual report, based on data gathered from 70,000 US consumers, is considered one of the best indicators as to consumer satisfaction, not just in terms of smartphones, but across a host of different products and services.

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