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

USA Today survey: 42 percent of Windows upgraders plan on switching to Apple

Internet software firm Avast conducted a USAToday survey of Windows users to determine the number of people willing to upgrade to the latest Microsoft operating system, and the findings churned out some surprising responses.

According to USAToday, which noted the survey polled users of Avast’s anti-virus PC software on Oct. 25, the day before Windows 8 launched, nearly half of Windows 7, Windows Vista, and Windows XP users intend to switch to an Apple product rather than upgrade to Windows 8.

“Many households already have multiple PCs, and people are keeping their computers longer,” explained Avast’s Director of Strategy Jonathan Penn. “More people are going to the iPad as their second or third computing device.”

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Survey: Majority of US households now own Apple products

According to a study from CNBC’s All-America Economic Survey, 50 percent of all households in the United States are home to at least one Apple product. To put that in perspective, over 55 million homes have at least one iPod, iPhone, iPad, or Mac, with an average of 1.6 Apple products per household. Of those 50 percent, close to one-quarter plan to buy another Apple device in the coming year, while 1-in-10 households that do not currently own an Apple product will make the leap during 2012…
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