satisfaction Stories December 31, 2014

Despite declining sales, Samsung somehow beats Apple in cell phone customer satisfaction

One of Apple CEO Tim Cook’s favorite terms to throw around during earnings calls and keynote presentations is “Customer Sat,” but the latest from the American Customer Satisfaction Index (via BGR) has Apple down compared to last year while Samsung continues to rise despite declining sales.

Note that these numbers were first revealed back in May.

While Apple still sells nearly twice the number of smartphones in the United States as its nearest competitor, Samsung now comes out on top in one critical metric— customer satisfaction. Samsung surges 7% to an ACSI score of 81, beating Apple in overall customer satisfaction for the first time. Smartphones are becoming more dominant in Samsung’s cell phone product mix, pushing its satisfaction score higher. Apple declines for the second year in a row (-2% to 79), and the field is getting tighter, with Motorola Mobility and Nokia (now Microsoft) both at 77.

BlackBerry has seen its market share nearly vanish, but satisfaction climbs to 74 (+7%) for those customers that remain. “Samsung has gone from up-and-comer to top-of-the-heap on the strength of its smartphone portfolio,” says VanAmburg. “Apple’s magic isn’t gone, but the luster has dulled on its older models. Each iteration improves on the last, but Apple’s year-long product refresh cycle is an eternity when a new Android phone seems to be released every week.”

satisfaction Stories July 3, 2013

iPhone takes top customer satisfaction slot in Samsung’s home turf of South Korea (Update: iPad too)

Update: The iPad too!

In news that will doubtless be causing some red faces at Samsung, The Loop reports that the iPhone got the highest score for overall customer satisfaction in a survey of 44,168 smartphone owners in South Korea.

Apple scored 52 percent against Samsung’s 50 and LG’s 46. Apple also scored highest for after-sales support, reliability and speed of repair … 

Powered by WordPress.com VIP