Narrow Margin
LG Electronics and Samsung Electronics have been recognized by American consumers as the most satisfactory brands in the TV, home appliance, and PC sectors. However, the brand satisfaction of Chinese manufacturers has seen a rapid rise recently, reducing the gap with these market leaders.
According to the 2023 Consumer Satisfaction Index released by the American Customer Satisfaction Index (ACSI) on Sept. 20, LG Electronics topped the list in the TV segment with a score of 83 points. ACSI, marking its 26th year, is regarded as one of the most prestigious market research firms in the United States.
LG Electronics secured the top spot in most categories, including durability, internal components, and external design. Following closely were China’s Hisense and TCL, along with Samsung Electronics, each scoring 82 points, trailing the leader by just one point. Sony of Japan was ranked third, also scoring 82 points.
Samsung Electronics led in several specific TV criteria, including overall customer satisfaction, quality, and service quality.
ACSI commented, “The gap between the top and bottom brands is narrowing, and the quality difference between high-end and low-end products is also diminishing.” The lowest score in the TV survey was only three points behind the leader at 80 points.
In the home appliances category, LG Electronics received a score of 82, maintaining its top spot for two consecutive years. U.S.-based Whirlpool and China-based Haier also shared the top position with LG. Samsung Electronics ranked fourth with 81 points, while Bosch came in fifth with 80 points.
ACSI announced, “With the recent surge in sales, Haier has become the world’s largest home appliance manufacturer.” A Chinese company now leads the global home appliance market in terms of revenue.
In the PC sector, Samsung Electronics, alongside Apple, topped the list with 83 points. This is the first time since 2003 that Apple has not secured the top spot alone. ACSI assessed, “With increasing customer satisfaction for tablet PCs, Samsung’s overall rank has risen, catching up with Apple.”
ACSI evaluates consumer satisfaction in 47 industries and ten economic sectors every year, covering more than 400 companies. It is reported that they conduct direct interviews with approximately half a million consumers annually.