The American Customer Satisfaction Index (ACSI) reported that customer are more satisfied with the Samsung Galaxy S III and Note II than with the iPhone 5/4S/4. Samsung and Apple both had 3 models in the top ten.
iPhone 5 and 4S owners were equally satisfied. We recently showed from Amplified Analytics data that BlackBerry Z10 owners rate many features higher than the iPhone 5, also.
Customer satisfaction scores were :
- Galaxy S III - 84
- Galaxy Note II -84
- iPhone 5 - 82
- iPhone 4s - 82
- iPhone 4 - 82
- Droid RAZR MAXX HD - 80
- Galaxy S II - 78
- Droid RAZR - 77
- BlackBerry Curve 67
- BlackBerrry Bold -64
These figures are very similar to the Wireless and Mobile News' Top Best Smartphones of 2012.
While U.S. customers give Samsung’s smartphones the top scores, Korean consumers prefer Apple. According to the National Customer Satisfaction Index (NCSI) in South Korea, which uses the same technology as the ACSI, the iPhone 5 has higher customer satisfaction than Galaxy S III.
Feature phone owners are less satisfied, in general smartphones earn a customer satisfaction score of 76 compared to 69 for feature phones.
"Samsung, showed 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," said Claes Fornell, ACSI founder and Chairman, "Samsung's 7% gain in 2013 is a clear reflection of the strength of Galaxy S III.
Apple’s overall ACSI score is 81, a 2% drop compared with 2012, but strong enough to retain the industry lead.
Unlike Apple, Samsung offers both feature and smartphones giving it an overall score of 76, Samsung continues to lag Apple for overall customer satisfaction. The company’s 7% gain in 2013 is a clear reflection of the strength of Galaxy S III.