US Smartphone Satisfaction Hits Decade Low: Why AI Isn't Enough

The post US Smartphone Satisfaction Hits Decade Low: Why AI Isn't Enough appeared first on Android Headlines.

May 22, 2025 - 00:20

US mobile phone users have expressed dissatisfaction with the features their products offer. While new technology like AI promises a smarter future, phone users still feel dissatisfied. After reaching an all-time high last year, user satisfaction with smartphones in the US tumbled 4% in the latest 2025 survey by ACSI (American Customer Satisfaction Index).

Apple and Samsung continue to lead in smartphone customer satisfaction, suggests the report. Notably, the report has also included the smartwatch industry for the first time, and here are the results.

Mobile phone user satisfaction in the US drops to a decade-low score

According to the latest ACSI report, smartphone users’ satisfaction in the US has dropped to a decade-low score of 78 (out of 100). Mobile phone users favor basics like battery life and call quality over the artificial intelligence-powered features, which many brands started pushing out mostly last year. While phones may be getting more powerful with AI features, American consumers aren’t buying into the hype.

Smartphone users in the US still judge their products by fundamentals, according to ACSI. The firm’s annual study is based on around 27,500 customer surveys collected through March 2025. Researchers randomly selected these consumers and contacted them via email between April 2024 and March 2025.

Apple and Samsung phone users seem happy with their devices

Furthermore, the report suggests that Apple and Samsung continue to lead the satisfaction rankings, with each slipping just one point to 81. It helped them widen their lead over rivals like Google and Motorola, both of which dropped to 75. Smaller mobile phone manufacturers saw the biggest drop, falling 6 percent to a score of 68 percent.

Also, the data shows a growing divide between consumers with 5G-enabled devices and those with older products. Satisfaction among phone users with 5G technology-enabled devices remains high at 80. However, those still using 4G or earlier devices are far less happy, averaging just 68 points after a massive drop of 7 percent compared to the previous year.

As for the smartwatch industry, it premiered with an ACSI score of 77 in its first year of ranking. Samsung watch satisfaction (83) was higher than Apple’s (80) by three points. Notably, Fitbit finished third in the rankings with a score of 72 out of 100. Wearable manufacturer satisfaction is also sensitive to basic features like battery life, call quality, and design.

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