May 27, 2024
Samsung Ties Apple for Top Spot in Cell Phone Customer Satisfaction [Chart]

Samsung Ties Apple for Top Spot in Cell Phone Customer Satisfaction [Chart]

Posted May 14, 2024 at 4:20pm by iClarified
Samsung has matched Apple in achieving the highest overall customer satisfaction in the cell phone category, according to the American Customer Satisfaction Index.

The 2024 Wireless Phone Service and Cell Phone Study revealed a remarkable improvement in customer satisfaction within the cell phone industry for 2024, with the ACSI score increasing by 3% to a record high of 81. ACSI scores are reported on a 0 to 100 scale.

The arms race continues between Apple (up 1%) and Samsung (up 3%) as both up their game to tie for highest overall satisfaction at 82. Motorola moves up 3% to meet Google at 77 after the latter dips 1% year over year. The smaller cell phone manufacturers finish last despite improving 1% to an ACSI score of 72. Industrywide ACSI improvement reflects the increasing popularity of 5G phones, which outpace legacy technology for customer satisfaction by nearly 10 points (82 to 73). Among 5G customers, Samsung pulls ahead of Apple by a score of 83 to 82. Google and Motorola are each at 78.


Last year, Apple scored 81 and Samsung scored 80.

The ACSI Wireless Phone Service and Cell Phone Study 2023-2024 is based on interviews with 12,414 customers, chosen at random and contacted via email between April 2023 and March 2024. Customers are asked to evaluate their recent experiences with the largest companies in terms of market share, plus an aggregate category consisting of "all other"—and thus smaller—companies in each industry. ACSI survey data are used as inputs to the Index's cause-and-effect econometric model, which estimates customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey-measured outcomes of customer complaints and customer loyalty.

Check out the full study at the link below...

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Samsung Ties Apple for Top Spot in Cell Phone Customer Satisfaction [Chart]
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