Mobile phone satisfaction has plummeted to a 10-year low as consumers grow increasingly disillusioned with AI features that fail to deliver on their promises. This dissatisfaction comes at a time when smartphone manufacturers continue to prioritize cutting-edge technology over fundamental features like battery life and call reliability, creating a growing disconnect between what companies offer and what customers actually value.
The big picture: American customer satisfaction with mobile phones has dropped from 82% to 78% in 2025, marking the lowest satisfaction score in a decade according to a new American Customer Satisfaction Index study.
Behind the numbers: AI enhancements that underwhelmed consumers are largely responsible for the declining satisfaction, with only 8% of people reporting willingness to pay for AI features.
- Customers remain primarily concerned with practical fundamentals like calling, texting, design, and battery life rather than advanced features.
- High prices and low upgrade rates also contributed to diminishing customer satisfaction.
Key details: Samsung and Apple led satisfaction ratings at 81%, though both experienced a 1% decline from the previous year.
- Google followed with 75% satisfaction, dropping 3% from 2024.
- The study collected 27,494 responses from randomly selected customers contacted via email between April 2024 and March 2025.
What they’re saying: “Brands keep racing to add new capabilities, yet customers still judge smartphones by the fundamentals,” explains Forrest Morgeson, Michigan State University associate professor and director of research emeritus at ACSI.
- “Only when companies strengthen the essentials — battery life, call reliability, and ease of use — does innovation truly deliver lasting satisfaction.”
Beyond phones: The survey measured smartwatch satisfaction for the first time, with Samsung leading at 83%, followed by Apple at 80% and Fitbit at 72%.
- As with phones, users prioritized basic elements like durability, physical design, and screen resolution over advanced features.
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