Samsung Beats Apple in ACSI Smartphone Customer Satisfaction Study

Samsung Beats Apple in ACSI Smartphone Customer Satisfaction Study

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According to a smartphone brand study released today by the American Customer Satisfaction Index (ACSI), Samsung has beat Apple in smartphone customer satisfaction. The new study provides 2013 customer satisfaction benchmarks for 10 of the past year’s top-selling smartphone models in the United States.

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.

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.


“Not only does Samsung edge ahead of all iPhones, Apple customers themselves don’t see much difference between the iPhone 4, 4S or 5,” says ACSI Director David VanAmburg. “The latest earnings report from Apple was better than expected, but the name of the game for Apple has always been innovation. Samsung, on the other hand, shows a strong upward ACSI trend from the Galaxy S II to the Galaxy S III. If the S4 performs as well—or even better—in the eyes of customers, Samsung could threaten Apple’s dominance in overall customer satisfaction.”

Take a look at the chart below...

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Samsung Beats Apple in ACSI Smartphone Customer Satisfaction Study
john h - August 4, 2013 at 12:45am
Heaven forbid you ever have a problem with your Samsung s4. Mine kept shutting down by itself. I called Samsung mobile, they made me call Samsung support, who acknowledged I had a problem then sent me an email form to send to Samsung electronics, Waited 2 weeks to hear back and they want me to send my phone in to a Samsung repair facility. I want a new phone to replace my new phone, not repair it. Back in the day I had an iphone 3gs with a crack in it, I walked into the apple store told the guy I had a crack in it, and he gave me a new phone. Why can't Samsung do that? The s4 is a great phone but Samsung blows in the support dept. I'm at 4 weeks and waiting using this crappy htc amaze.
wesson - August 3, 2013 at 11:59am
What im starting to think is all these isheep have never picked up/ handled a galaxy s4 or even an s3 ..(x isheep my self) !!!
Simon - August 1, 2013 at 7:05pm
This is because Samsung buyers are too stupid to realize that they are spending their hard earned money on a plastic POS phone that runs a very fragmented POS OS with not guaranteed support for future OS updates. oh and let's not mention the fact that samshit will make their new phone obsolete in less than 3 months with a new phone model.
you think you better us - August 2, 2013 at 12:11am
no because your more Stupid than Us... i think we're more smart than you.. so quit whining and get a life apple fans... there is no perfect OS or either no flaw security.. Jailbreak for apple is security flaw.. especially the security code has been break lol...
ran - August 2, 2013 at 12:23pm
smarter.....that just said it
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