Samsung tops Apple in consumer loyalty benchmark

Samsung tops Apple in consumer loyalty benchmark
According to a recent report from SurveyMonkey, Apple is lagging behind arch-rival Samsung when it comes to consumer loyalty, although a separate set of benchmark data published by the same company reveals that Apple has the upper hand in customer service satisfaction benchmarks.

SurveyMonkey interviewed 5000 participants during the fourth quarter of 2014, and the results show that Apple and Samsung are both ahead of the consumer loyalty average score calculated for electronics and software companies. While the suggested average score in the consumer loyalty benchmark for such companies is 19 points, Apple scored 28 points, and Samsung scored 35 points. Microsoft failed this test, with a score of -8 points. Telecom and cable companies fared much worse in the benchmark, with the average consumer loyalty score for this industry being one of -17 points. Verizon and DirectTV positioned themselves above this average, both with a score of 0 points. AT&T scored -10 points, while Comcast and Time Warner trail the pack with a score of -50 points.

Another set of survey data published by SurveyMonkey reveals that Apple is leading Samsung in customer service satisfaction benchmarks. Apple has a score of 41 percent, while Samsung and Microsoft trail with 25 percent and 19 percent, respectively. All three tech giants fall below the electronics/software industry average of 75 percent, although it's not exactly clear which companies were included in the survey. In the telecom/cable industry, the average score is one of 50 percent. DirectTV has a score of 46 percent, followed by Verizon with 44 percent, and AT&T with 43 percent. TimeWarner scored 37 percent, while Comcast failed the test with a score of 26 percent.

Apple and Samsung fans, are you satisfied with your brand, or are you considering switching camps in the foreseeable future?


via: Cnet

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28 Comments

1. drunkenjay

Posts: 1700; Member since: Feb 11, 2013

swapped camps from iphone to the s6 edge. maybe when the iphone 7 comes out ill come back to apple unless samsung makes a better device.

7. GeorgeDao123

Posts: 432; Member since: Aug 20, 2013

Welcome you. LOL

2. _moboy

Posts: 62; Member since: Feb 09, 2015

Whew* About time... As for consumer service, that won't exactly take long because Samsung to me, provides just as much quality service as Apple does.

3. q857261935

Posts: 8; Member since: Nov 26, 2013

Service satisfaction low but loyalty high? Looks kinda wierd to me

16. rantao333

Posts: 346; Member since: May 21, 2013

no, u dont call them sheep

4. tech-lover

Posts: 108; Member since: Feb 20, 2015

But apple can win in most loyal brainwashed fans...!

9. bucky

Posts: 3794; Member since: Sep 30, 2009

If you go by this article, your statement is wrong...

5. Planterz

Posts: 2120; Member since: Apr 30, 2012

This is a figure likely to drop because of lack of microSD and replaceable battery on the S6's.

10. UglyFrank

Posts: 2194; Member since: Jan 23, 2014

It really wont, I know lots of Samsung users who don't even use their MicroSD slot.

12. mrej201

Posts: 226; Member since: Feb 04, 2015

no it won't I'm looking to get the 128gb note 5 no I don't care about slow sd card..

15. nodes

Posts: 1163; Member since: Mar 06, 2014

once you go sheep, you never go back.

24. drunkenjay

Posts: 1700; Member since: Feb 11, 2013

i only used micro sd's because my phone didnt have larger capacities. havnt touched removable batteries since lg g2 and that was because i bought a korea version (wastes more battery since diff bands)

6. chunky1x

Posts: 270; Member since: Mar 28, 2010

This explains why Phone Arena is full of trolls.

18. VZWuser76

Posts: 4974; Member since: Mar 04, 2010

On all sides.

8. SuperNova

Posts: 649; Member since: Jan 15, 2015

Samsung = King

27. Tricell1991

Posts: 75; Member since: Mar 25, 2015

That's funny I don't think so becuz china smartphone is growing fast and they have a so many resource.

11. UglyFrank

Posts: 2194; Member since: Jan 23, 2014

I'm a Samsung fan and even I know this test can't be generalized to the world.

13. twens

Posts: 1182; Member since: Feb 25, 2012

I switched to iPhone when samsung disappointed me with the s5. Now I'm on a 6 plus enjoying apples goodies till I sell it off for the edge. If Apple wins me over with 6s or 7 Apple is where I go. I enjoy the latest and greatest tech, that's me. I'm not a loyal fun. In other words I'm a tech w***e. Lol

21. PBXtech

Posts: 1032; Member since: Oct 21, 2013

Every time I buy a phone, I check countless articles, go to stores to see each product in person, and at the end of it all, buy what is best for me at that time. Can't say I'm loyal to any company for mobile, the landscape changes too much and far too quickly to stick with one company regardless of what they create year after year. Never stood in line for tech and never will either, unless there's a huge discount of the price to counter the lost time staring at the door waiting to be opened days later.

25. drunkenjay

Posts: 1700; Member since: Feb 11, 2013

same. my iphone 6 is now on ebay =D

14. medicci37

Posts: 1361; Member since: Nov 19, 2011

After seeing a article on how I could lower brightness on my ipad air I went into settings to adjust mine & all the sudden the touchscreen stopped working & voice-over came on with some type of internal commands. Wouldn't let me reset the phone so I called apple support. The first person I talked to was very confused. After 40 minutes she put me on hold where I waited for about 10 minutes I was disconnected. When I called back was disconnected again with no call back either time. Several rude employees & 6 hours later I was finally able to reset the ipad using the computer but along the way I kept getting wrong or confusing information from Apple employees. Must say I'm very disappointed

17. mrochester

Posts: 1035; Member since: Aug 17, 2014

When you make products that your customers like, this is what happens. It's great to see Samsung finally catching up to Apple after all this time. I feel sorry for all the other Android OEMs who are unable to engender this sort of feeling amongst their customers.

19. medicci37

Posts: 1361; Member since: Nov 19, 2011

Finally got a call from Apple asking if I wanted to speak to a advisor when I pressed 1 for yes I was told all advisors are busy Wtf?

20. joey_sfb

Posts: 6794; Member since: Mar 29, 2012

Just walk into Apple Service Center, I am sure they could address your problem. I do that with Samsung Service Center, they are great! Even swap my problematic Samsung devices for a brand new set.

22. gaming64 unregistered

Wow, Apple is really a satisfaction magnet!

23. gaming64 unregistered

Wow, Apple is really a satisfaction magnet!

26. Tricell1991

Posts: 75; Member since: Mar 25, 2015

The real king was maybe smartphone from the china for the future.

28. jroc74

Posts: 6023; Member since: Dec 30, 2010

Also lets remember that Samsung and Apple does more than just phones. Samsung alot more. TVs alone Samsung coulda either tied Apple or been just below for customer loyalty. Probably monitors too.

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