iPhone Humiliation
According to the results of a study on this year’s customer satisfaction with cell phones released by the American Customer Satisfaction Index (ACSI) on May 21, Samsung Electronics scored 81 out of 100, ranked first among 7 top-selling smartphone manufacturers.
It is the first time for the Korean tech giant to nab the top spot in ACSI rankings since 2007, when smartphones were first introduced to the market.
Samsung’s scores increased by 5 points this year compared to 76 points last year, beating Apple and Motorola. Apple enjoyed a two-year reign as the most satisfying smartphone brand from 2012 to 2013, but it only got 79 points this time. Motorola, on the other hand, lost its runner-up spot this year, because it scored 77 points.
The largest Android phone maker ranked first in all six categories — customer satisfaction, customer expectation levels, product quality, customer perceived value, complaint rates, and customer loyalty. In particular, Samsung outperformed Apple in customer expectation levels, customer perceived value, complaint rates, and customer loyalty, which led to an increase in overall customer satisfaction.
ACSI independently measures customer satisfaction for products and services available to U.S. consumers. This year’s customer satisfaction benchmarks were made by targeting customers who purchased certain products within a year using online and telephone surveys between January and March.