While U.S. customers give Samsung’s smartphones the top scores, Korean
consumers prefer Apple. According to the National Customer Satisfaction
Index (NCSI) in
The smartphone segment of the cell phone market is growing at a rapid clip, and ACSI data suggest that smartphone users are much more satisfied than are feature phone users.
Overall, smartphones earn a customer satisfaction score of 76 compared to 69 for feature phones.
“While feature phones are cheaper, and therefore viewed by many customers as better value, smartphones excel in quality,” says
The iPhone 4S matches its successor—iPhone 5—with an ACSI score of 82. Apple’s iPhone 4 is just a point below at 81. On the other hand, at a score of 78, customer satisfaction with the Galaxy S II, precursor to the S III, is lower. Motorola Mobility’s Droid Razr Maxx HD comes in at 80, while the Droid Razr scores 77. The low end belongs to BlackBerry, far below competition, with 67 and 64, respectively, for its Curve and Bold smartphones.
“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
The smartphone brand study complements and expands the ACSI’s coverage of the cell phone industry, updated in
Unlike Apple, which has a smartphone-only lineup, Samsung offers both feature and smartphones. At 76, Samsung continues to lag Apple for overall customer satisfaction. Nevertheless, the company’s 7% gain in 2013 is a clear reflection of the strength of Galaxy S III.
“Like Apple, BlackBerry offers smart devices only, yet the company stays firmly entrenched at the bottom of the industry in customer satisfaction,” says Fornell. “This does not bode well for BlackBerry considering that smart typically outperforms feature when it comes to cell phones.”
Stay connected with the ACSI on Twitter at @theACSI and Like us on Facebook.
No advertising or other promotional use can be made of the data and information in this release without the express prior written consent of
The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in
ACSI results are released on a monthly basis, with all measures reported on scale of 0 to 100. ACSI data have proven to be strongly related to a number of essential indicators of micro and macroeconomic performance. For example, firms with higher levels of customer satisfaction tend to have higher earnings and stock returns relative to competitors. Stock portfolios based on companies that show strong performance in ACSI deliver excess returns in up markets as well as down markets. And, at the macro level, customer satisfaction has been shown to be predictive of both consumer spending and GDP growth.
The Index was founded at the University of Michigan’s
Chaat Butsunturn, 415-391-7900 x1214
Source: The American Customer Satisfaction Index
Most Popular Stories
- 15 Myths That Could Ruin Your Hispanic Ad Campaign
- Bitcoin Clones Lurch Onto Financial Scene
- General Motors Names Mary Barra as First Female CEO
- Clinton to Keynote Annual Simmons Leadership Conference
- AIG to Create 230 Jobs in Charlotte
- How Bitcoin and Other Cryptocurrencies Work
- Californians Want to Legalize Marijuana
- Selena Gomez, Shakira Among Top Hispanic Searches
- Pacific Trade Pact Delay Hinders U.S. Pivot to Asia
- PhD Project Grooms Business Profs