One of Apple CEO Tim Cook’s favorite terms to throw around during earnings calls and keynote presentations is “Customer Sat,†but the latest from the American Customer Satisfaction Index (via BGR) has Apple down compared to last year while Samsung continues to rise despite declining sales.
Note that these numbers were first revealed back in May.
While Apple still sells nearly twice the number of smartphones in the United States as its nearest competitor, Samsung now comes out on top in one critical metricâ€" customer satisfaction. Samsung surges 7% to an ACSI score of 81, beating Apple in overall customer satisfaction for the first time. Smartphones are becoming more dominant in Samsung’s cell phone product mix, pushing its satisfaction score higher. Apple declines for the second year in a row (-2% to 79), and the field is getting tighter, with Motorola Mobility and Nokia (now Microsoft) both at 77.Apple comes in on the index measuring Cellular Telephones at a score of 79, a -2.5% change from last year and just slightly above the average 78 score for all cell phones measured in the index. Apple is still tops in Tablet and Personal Computer Satisfaction according to ACSI.
BlackBerry has seen its market share nearly vanish, but satisfaction climbs to 74 (+7%) for those customers that remain. “Samsung has gone from up-and-comer to top-of-the-heap on the strength of its smartphone portfolio,†says VanAmburg. “Apple’s magic isn’t gone, but the luster has dulled on its older models. Each iteration improves on the last, but Apple’s year-long product refresh cycle is an eternity when a new Android phone seems to be released every week.â€
While Samsung has been steadily reporting a drop in mobile profits as it restructures its mobile division and sales of its Galaxy branded devices continue to decline, the ACSI gave the company an 81 score marking a 6.6% increase from last year. Following Samsung and Apple to round out the top 5 positions are Nokia, Motorola, and HTC.
We could only speculate what might have contributed to the decline in customer satisfaction for Apple this year, but the latest stats on sales of smartphones for Apple vs Samsung certainly doesn’t reflect the ACSI’s findings. Earlier this month Gartner reported that Apple continued to see growth of iPhone sales and overall marketshare in Q3 at the expense of marketshare for Samsung and others.
Apple tops American Customer Satisfaction Index for 11th year running despite dropping three points
iPad stays on top in JD Power’s latest survey thanks to cheap Android tablets
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Statistics based on small unknown sample sizes are garbage meant to feed fires. I’ve come to the conclusion that this site, and others that depend on Ad Impressions for Revenue, will post just about anything.
All one can take from this is 3 out of 4 people are happy with their phone. Differences between brands can’t be too far from the margin for error.
This comment section is amusing though, you guys are priceless.
Apple has failed, update after update of prior updates… they have definitely dropped the ball and need to pick up.
And it’s not an isolated incident… Almost EVERYWHERE Android device I encounter, mainly at work where I sadly must support them, have issues with lag, crashing apps, incompatibilities, and generally horrid UX.
Android is not the rosie picture you make it out to be, so just stop.
Since then, I have owned both a Samsung Galaxy S4 and a Moto X, and have NEVER had a single bug or problem that I can say caused a dissatisfactory experienceâ€"no problems with Wi-Fi, battery life, syncing, etc. I’ve even convinced my 50-year-old mother to switch as well, and she now prefers Samsung to iPhone. Point being, if you’re having problems with Android, more than likely you’re using it wrong. There’s a reason Apple makes phones for people like you! :)
No one hates here. I do use iphone, hence I follow iOS blogs. Same for everyone who ever is in the blog. Please throw your crap out of this community and take passport and where ever you want. No body cares. Stop being hater. IOS community means not being against any OS. It means helping each iOS member. Seems to be you need to take passport and run. We want to hear something good about iOS, not to turn blind hater like you. If you did not apply for a passport, apply now and get out from here.
If you don’t like what I have to say, or my love for Apple, then just ignore me. But expect me to respond if you, or anyone else, try to put down iOS in favour of Android. Btw, not saying iOS is perfect, far from it, but compared to the alternative, it’s much better!
It is true that iOS 8 has hell lot of bugs and Apple had to release updates immediately to fix it. If people don’t complain, what do you expect as customer satisfaction. Listen to the complaints and bring the solution if you are capable. Stop behaving like an idiot or jerk, be a man. Stand ahead and try solving problems. Stop asking others to leave or stop complaining. I’m not a fan boy. Respect the technology. Technology is what someone had invented for us to live a happy and free life. They have to spend Thousands of Hours to bring it to the User.
For example, I’m stuck on 4.3 on an i9300 (S3) and 4.4.2 (which took quite a long time to get this update) on an i9505 (S4 LTE) â€" both devices should be at least 4.4.4 and probably 5.0.2… they are certainly capable. The i9300 has a known vulnerability and I’ll probably have to end up rooting the device to get a later version.
Now leave.
If you have such irrational disdain for iOS, then you should go with BB OS 10 or WP 8.1, far superior OS’s to Android.
If you’re primarily a heavy app user, then it’s completely iOS.
She’s already said if Apple made a bigger iPhone, she’d switch.
Apple is a premium product. No doubt about it. I’m using iphone 5S. If anyone is saying crap about Android, it means he is definitely a hater or don’t know anything, and knew only how to hate. Do we know what Android means? Don’t tempt by cheaper phones. Use a premium Stock or Customized phones and feel the difference between cheap and premium. Android is built as an open source. Sony Xperia-z Ultra is not a premium phone. If you wants to feel premium in Sony, then try Z3. Android gave life to so many. Every OEM in the world is able to design a smart phone the way they want. It is impossible with iOS. IOS is not an Open source. We have to understand the technology, not the business. That is OEMS Headache. Don’t get into such headache until you are a part of that business.
It is true that iOS 8 has hell lot of bugs and Apple had to release updates immediately to fix it. If people don’t complain, what do you expect as customer satisfaction. Listen to the complaints and bring the solution if you are capable. Stop behaving like an idiot or jerk, be a man. Stand ahead and try solving problems. Stop asking others to leave or stop complaining. I’m not a fan boy. Respect the technology. Technology is what someone had invented for us to live a happy and free life. They have to spend Thousands of Hours to bring it to the User.