Samsung Smartphones Trump iPhone Devices in Customer Satisfaction Study
Apple's latest iPhone models were beat out by a pair of Samsung Galaxy devices in a new smartphone brand study released today by the American Customer Satisfaction Index (ACSI). The 2013 study provides satisfaction benchmarks for 10 of the past year's best-selling smartphone models in the U.S. and rates them on a scale of 0-100, with higher scores representing higher levels of satisfaction.
Samsung's Galaxy S III and Galaxy Note II both took top honors by scoring 84 on the 100-point scale, beating Apple's iPhone 5 and iPhone 4S, both of which scored 82. The iPhone 4 scored 81. Curiously missing from the benchmark chart is Samsung's Galaxy S4, but that's because the study was fielded just prior to its launch, ACSI says.
"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."
The rest of the chart is fleshed out by the Motorola Droid Razr Maxx HD (80), Samsung Galaxy S II (78), Motorola Droid Razr (77), BlackBerry Curve (67), and BlackBerry Bold (64).
Samsung's Galaxy S III and Galaxy Note II both took top honors by scoring 84 on the 100-point scale, beating Apple's iPhone 5 and iPhone 4S, both of which scored 82. The iPhone 4 scored 81. Curiously missing from the benchmark chart is Samsung's Galaxy S4, but that's because the study was fielded just prior to its launch, ACSI says.
"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."
The rest of the chart is fleshed out by the Motorola Droid Razr Maxx HD (80), Samsung Galaxy S II (78), Motorola Droid Razr (77), BlackBerry Curve (67), and BlackBerry Bold (64).
