Top 9 Smartphone Brands That Offer The Highest Customer Satisfaction

In the smartphone industry, a year is both very long and short. This means that a lot can happen in a year and nothing can happen in a year. Time is like a river for smartphone brands, those who don’t move forward will retreat. This is true for most smartphone brands, especially manufacturers in a highly competitive environment. Chnbrand, China’s leading brand evaluation and brand consulting agency, recently released the 2022 China Customer Satisfaction Index – Mobile Phone Satisfaction Ranking. Mobile China found that user satisfaction with Chinese mobile phone manufacturers has changed significantly. However, the main changes have only taken place in the last two years

The 2022 Smartphone Customer Satisfaction Ranking shows the top nine smartphone brands. The smartphone brands with the highest customer satisfaction are

• Apple
• Huawei
• xiaomi
• OPPO
• to honor
• iQOO
• Redmi
• live
• Samsung

Apple, Huawei and Xiaomi are the top 3 brands with the highest customer satisfaction ratings (C-CSI). The C-CSI scores for these three brands are 86.2, 85.5, and 83.1, respectively. Comparing this top 3 ranking with 2021, there are no major changes. However, looking at ranks 4-9, there are many changes. OPPO directly rose 4 spots to fourth place; Honor falls 1 spot to fifth, while iQOO and Redmi are newcomers to the list, ranking sixth and seventh respectively. Vivo and Samsung fall 3 and 2 spots, respectively, to eighth and ninth.

assess customer satisfaction

The C-CSI score is assessed using the three dimensions of “customer loyalty”, “overall satisfaction” and “satisfaction factor”. In the competition between Apple, Huawei and Xiaomi, Apple’s customer loyalty is even at 86.8. That’s significantly more than Huawei’s 81.0. However, in the other two aspects, Apple scores 87.4 points and 84.6 points, respectively, which are lower than Huawei’s 88.0 points and 85.3 points. So if you compare Apple to Huawei, the latter is only inferior in terms of user retention.

The loyalty of the third-ranked Xiaomi users is even worse at 76.3 points, and the other two scores are 86.6 points and 83.9 points, respectively. From the ranking, we can see that overall customer satisfaction with Xiaomi smartphones is high. In addition to Xiaomi, OPPO’s user loyalty also exceeds 70 points, specifically 72.2 points. In addition, overall satisfaction also reached 82.2 points, beating other handset manufacturers on the list.

Changes in smartphone customer satisfaction rankings over the last 3 years

For reference, the top nine brands in terms of mobile phone satisfaction in 2021 are Apple, Huawei, Xiaomi, Honor, Vivo, OnePlus, Samsung, OPPO and Meizu. The top nine smartphone customer satisfaction rankings in 2020 are Huawei, Apple, OPPO, Samsung, Vivo, Xiaomi, Meizu, Honor and Lenovo. We can consider 2021 as the year of Xiaomi and Honor’s “rise”. Compared to 2020, Xiaomi and Honor will climb 3 and 4 spots respectively in the satisfaction ranking in 2021.

Among them, Xiaomi’s customer loyalty will increase by about 9 points in 2021 compared to 2020. The company’s overall satisfaction will increase by about 5 points. In addition, factor satisfaction increases by 5.5 points; Compared to 2020, Honor customer loyalty will increase by 7 points. With more points, the overall satisfaction increases by about 15 points and the factor satisfaction by about 9 points. In a year, the improvement in fame is huge.

Vivo’s ranking hasn’t changed and remains at 5th place. OnePlus ranked 6th on the list for the first time, while Samsung, OPPO and Meizu climbed 3, 5 and 2 places respectively to 7th, 8th and 9th .place fell behind . Among them, OPPO has fallen the most. Compared to 2020, OPPO’s customer retention will drop by about 8 points in 2021. In addition, overall satisfaction drops by more than 10 points and factor satisfaction by about 6 points.

To sum up, Apple and Huawei have been hovering at the #1 and #2 positions for the past three years. Both brands record very high and stable user satisfaction. Xiaomi has been in the top three for the past two years. OPPO has seen ups and downs, but its strength is still there. Honor has “countered” while Samsung and Meizu are not as good as a year ago.

The ups and downs of cell phone manufacturers over the last 8 years

2015

The development of mobile phone manufacturers has almost stabilized by 2022. Apple, Huawei, Xiaomi and now Honor are “mainstream cell phone manufacturers” in terms of sales. From 2015 to 2022, there were some changes in the smartphone industry.

In 2015, Chinese mobile phone brands experienced slow growth with many brands replacing their stocks. The penetration rate of smartphones in mainstream Chinese consumer groups tends to be saturated, and the demographic dividend of smartphones is disappearing. In 2015, the top 6 mobile phone brands in Chnbrand’s smartphone customer satisfaction ranking were: Apple, Xiaomi, Samsung, Nokia, Huawei and Lenovo. At that point, Apple’s customer loyalty, overall satisfaction, and factor satisfaction scores were 84.8 points, 74.7 points, and 70.0 points, respectively. Xiaomi’s were 77.2 points, 70.2 points and 61.6 points, respectively.

2016

In 2016, however, Huawei began a counterattack, and 2016, 2017, 2018, and 2019 were four years of prosperity. In 2016, a total of 18 brands entered the customer satisfaction ranking. These are Apple, Huawei, Samsung, Xiaomi, LG, Vivo, Sony, Nokia, Motorola, OPPO, Meizu, Lenovo, Gionee, ZTE, Tianyu, HTC, Haier and Coolpad. While Nokia and Lenovo performed better than last year in the face of stiff competition, their rankings fell.

2017

It was even more over the top in 2017, with a total of 24 models on the list. In order: Huawei, Apple, vivo, Samsung, Honor, LeTV, OPPO, Xiaomi, Meizu, LG, ZTE, Gionee, Sony, Nokia, Lenovo, Motorola, TCL, Duowei, Haier, Tianyu, Changhong, HTC, and Coolpad Phillips . This year, many brands popped up from everywhere. Honor and LeTV scored well for the first time on the list; Vivo, OPPO and ZTE continued to rise; Xiaomi, LG, Sony and Nokia continued to decline.

2018

2018 saw the start of turnover for many smartphone brands. The ranking includes Apple, Huawei, OPPO, Samsung, Lenovo, Gionee, Xiaomi, Vivo, Philips, Honor, Sony, Tianyu, LG, Meizu, Haier, Nokia, Motorola, HTC, TCL, ZTE, Changhong and Coolpad. OPPO, Lenovo, Gionee, Philips and other brands have risen significantly, while Vivo, Honor, LG, Meizu, Nokia, Motorola and ZTE have fallen in the ranking.

2019

In 2019, Vivo, Honor, Motorola, Nokia, ZTE and other brands have made great efforts, and their rankings rose one by one. The top 10 brands this year were Huawei, Apple, Vivo, OPPO, Honor, Samsung, Xiaomi, Lenovo, Sony, Philips, etc., which are basically well-known brands.

2020

In 2020, Meizu strived to be in the top 10. The mobile phone manufacturers in positions 1-9 are: Huawei, Apple, OPPO, Samsung, Vivo, Xiaomi, Meizu, Honor and Lenovo.

2021

By 2021, Honor and Xiaomi continue their efforts, ranking 3rd and 4th, respectively. By 2022, these crossover brands will hardly feature on the list. Even the sub-brands of big manufacturers like iQOO and Redmi started to join the list.

Conclusion

From 2015 to 2022, the mobile phone market gradually stabilized, and “the strong are always strong”. Also, the sub-brands introduced by major manufacturers have started to “bear fruit” and make a name for themselves in the market. But will this situation last long? Not necessarily.