In the most recent smartphone satisfaction survey undertaken by ACSI, two of Samsung’s devices finished ahead of all three currently available iPhones. Both the Galaxy S3 and Note II finished on 84 points (out of a possible 100) while the iPhone 5 and 4S were scored 82 with the iPhone 4 on 81.
Customer satsifaction has always been one of Apple’s key focusses, and so it will be slightly worrying that consumers are scoring other devices higher. However, Samsung as a company finished behind Apple with a score of 76, 5 points behind Apple. Although behind Apple, Samsung’s score did increase compared to last year’s result of just 69 and Apple dropped two points on last year. So, the Korean tech giant has the upward momentum here.
David Van Amburg, director of ACSI had the following to say:
“Not only does Samsung edge ahead of all iPhones, Apple customers themselves don’t see much difference between the iPhone 4, 4S, or 5. 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.”
And he has a point, the Galaxy S4 is a fantastic phone and will surely win many fans and increase consumer loyalty and improve the perception of Samsung further. The question is, will Apple respond, or is it just keeping its head down and focussing on products in the way that it always has done?