WHAT JUST HAPPENED?! AT&T tops JD Power and Samsung tops Apple in customer satisfaction surveys

Smartphone-customer-sat

We’re used to seeing Apple at the top of customer satisfaction surveys– it even promotes its multiple JD Power wins as the highest ranked smartphone and tablet on its website. However, the latest numbers from the American Customer Satisfaction Index has Samsung taking the lead from Apple, at least when it comes to smartphones.

In May, the ACSI report, which surveys over 70k US consumers, showed Apple continued its lead for customer satisfaction, but Samsung was quickly closing the gap. The new ACSI report covering only smartphones shows Samsung has since been able to surpass iPhone thanks to strong scores from its Galaxy S III and Note II:

Samsung’s flagship model for 2012, the S III, receives an ACSI benchmark of 84 (on a 0 to 100 scale), beating Apple’s iPhone 5 at 82, the company’s most recent smartphone offering. Another Samsung model, Note II, shares the top of list at 84. Galaxy S4 is not included because the ACSI study was fielded just prior to its launch.

Apple still takes the top spot in many countries, including Samsung’s home territory, and also continues to lead in overall customer satisfaction outside of the smartphone category:

While U.S. customers give Samsung’s smartphones the top scores, Korean consumers prefer Apple. According to the National Customer Satisfaction Index (NCSI) in South Korea, which uses the same technology as the ACSI, the iPhone 5 has higher customer satisfaction than Galaxy S III… Unlike Apple, which has a smartphone-only lineup, Samsung offers both feature and smartphones. At 76, Samsung continues to lag Apple for overall customer satisfaction. Nevertheless, the company’s 7% gain in 2013 is a clear reflection of the strength of Galaxy S III.

Another somewhat surprising result today, and one T-Mobile’s John Legere definitely won’t be happy about, is JD Power’s 2013 wireless customer service satisfaction survey. Coming out on top for the first time is AT&T, ranking the highest in customer service and many other categories in the survey, and followed by Verizon, Sprint, and T-Mobile: Read more

Letters to Steve: Steve Jobs fan mail gets a Kindle Book treatment

The title says it all: “Letters to Steve: Inside the E-mail Inbox of Apple’s Steve Jobs“. A new book penned by CNN technology writer Mark Milian takes a look at the hundreds of emails between Jobs and the people that discovered his publicly available email address. It also includes never-before-published e-mails exclusive to the book, which is available starting today for $2.99 on Amazon.

This book is based on interviews with many of the customers and fans Jobs communicated with. These tales reveal the intricacies of how Jobs portrayed himself as likable and accessible through direct interaction with fans. He handled customer-service inquiries himself and carefully revealed hints about upcoming Apple products, guaranteeing headlines on blogs. However, some of these letters, when analyzed, provide a glimpse into his “reality distortion field,” in which he lobs insults, bends the truth and uses misdirection in order to manipulate anyone on the receiving end.

To accompany the release of the book, CNN is running a three-part series on their website. The first part in that series was published today and details Jobs’ emails related to customer service. Here’s an excerpt where customer  Scott Steckley recalls receiving a phone call from Jobs after emailing him regarding a long wait for his Mac repair:

“Hi Scott, this is Steve,” Steckley recalled hearing from the other end of the phone.

“Steve Jobs?” he asked.

“Yeah,” Jobs said. “I just wanted to apologize for your incredibly long wait. It’s really nobody’s fault. It’s just one of those things.”

“Yeah, I understand.”

Then Jobs explained that he expedited the repair. “I also wanted to thank you for your support of Apple,” Jobs said. “I see how much equipment you own. It really makes my day to see someone who enjoys our products so much and who supports us in the good times and bad.”

This next one has been posted before but is still entertaining:
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