Customer satisfaction survey shows Samsung topping Apple in the US
posted by Maxwell R. / Dec 31, 2014, 1:21 AM
Samsung saw a big bump in scoring over previous years, while Apple continued an ever-so-slight decline, despite the release of the new, and very favorably reviewed, iPhone 6 and iPhone 6 Plus. What makes this development even more poignant is the fact that Samsung probably will not look on 2014 as a banner year sales-wise.
Customer satisfaction with cellphones in general is up, including brands, and former brands like Nokia, LG, and HTC. Motorola is holding steady, and BlackBerry saw a big positive boost in satisfaction, up over 7% from 2013.
Samsung’s overall score climbed from 76 to 81, while Apple dipped from 81 to 79. How might one attribute this assessment? Samsung may not have shot for the moon with the Galaxy S5 (and sales estimates seem to support that), but it produced a winner with the Galaxy Note 4. Plus the improved building materials have likely offered a better overall perception.
Apple was already producing well-built, nicely executed products. However, when one has established such an air of “perfection,” anything so much that looks like a bug-stain is going to sour the mood. The new iPhones are excellent devices, but iOS 8 looks the same as iOS 3 (or 2, or 1). The rollout of iOS 8 was markedly not so smooth either. All of these were fairly minor in the grand scheme, with sales of the iPhone setting records. However, a dusting of imperfection will lessen the luster.
Another part of the American Customer Satisfaction Index showed Verizon at the top of the major carriers, but behind “all others,” which has been par for the course of recent years. T-Mobile stands an inch above AT&T and Sprint to round things up.
In case you were wondering, the two most despised companies are Comcast and Time Warner in the subscription TV service segment. AT&T’s U-Verse and its merger target, DirecTV, share the top spot. Wanna-be wireless carrier, Dish Network, holds third behind Verizon’s FiOS, but as you might expect, that sector of business is seeing a decline in customer satisfaction.
source: ACSI via BGR
Take notes Apple... you're loosing it (a little)...
posted on Dec 31, 2014, 1:22 AM 10
I'm so satisfied that I got rid of my Note and went back to the buttery smooth iOS.
posted on Dec 31, 2014, 2:26 AM 5
note4 faster than iphone 6 even with quad display
posted on Dec 31, 2014, 11:03 AM 1
Hey, you have to admit that the Note has some pretty awful software. I can see why he would prefer iOS, although if I was going to get a high-end phablet it would be the Nexus 6, because it runs stock Android instead of Samsung's crap. I wouldn't get an iPhone because I love the customization of Android, but maybe Mxyzptlk doesn't. I'm not trying to be an Apple fanboy, I use a Moto G, but just because you have an iPhone doesn't mean you're an iSheep.
posted on Dec 31, 2014, 12:19 PM 0
Posts: 397; Member since: Nov 05, 2014
This is highly expected, as apple user (the i-user) starting to realize that apple has lie to them all the time that one handed usage is not cool & big screen phone is the next big things. Furthermore, the apple wall garden ecosystem is also not as beautiful as it was first thought.... it's a prison with wall paper!!
posted on Dec 31, 2014, 1:28 AM 13
Posts: 2610; Member since: Jan 25, 2009
Well, it's definitely a blow because Apple loves talking about how they are #1 in consumer satisfaction, but you guys are being a bit melodramatic. The iPhone still has high customer satisfaction. Back in June, the Note II had the highest costumer satisfaction followed by iPhone 5C. Doesn't mean people disliked the 5S and Note 3.
posted on Dec 31, 2014, 3:13 AM 1
you have to remember most people dont do these surveys and if they do they lie thinking they will get something from the company to make it better , i still have have a gs3 not not thinking of upgrading yet now thats customer satisfaction
posted on Dec 31, 2014, 11:08 AM 1
Posts: 3487; Member since: Oct 26, 2012
All OEMS' satisfaction have increased except Apple's. Yet Apple and Mxy still want us to believe that there were only 9 iPhones affected with bendgate?! There are also videos on YouTube showing more then 300 iPhones being affected yet Apple continues to live in denial.
posted on Dec 31, 2014, 1:29 AM 21
First, the YouTube video is a hack - buncha videos with mostly the same phone in different backgrounds if you ask me. I believe there may be more iPhone 6 bent - apple dropped that one, I'll give you that, but not as overhyped as media and tech sites have stretched it. Apple also been having troubled OS updates - I didnt experience problems, but others have - that's not Apple like... That said, I dont think the bending issue was the reason of dropped satisfaction numbers, but the not so perfect software updates after Apple users got accustomed to near perfection. To be honest, for an Apple Fan, these surveys are in line how I feel - I like iOS, but a few things are not perfect and this time the physical design, the software updates, and a bit confusion within the iOS new features are pushing that number down. Like I said above, Apple should take notice...
posted on Dec 31, 2014, 1:45 AM 7
Posts: 2486; Member since: Jan 26, 2014
I think the protruding camera and antenna lines on the backs of this year's iPhone might have also slightly contributed to the lower satisfaction, since they disrupt the usual "perfection" of Apple devices, which is not Apple-like...
posted on Dec 31, 2014, 1:54 AM 4
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