Survey: Customers lose confidence in Samsung after Galaxy Note 7 recall

Survey: Customers lose confidence in Samsung after Galaxy Note 7 recall
Despite the fact that 90% of Galaxy Note 7 owners decided to exchange their faulty phone for a new one, instead of switching to another branded smartphone, things are looking so good for Samsung when it comes to customers' trust.

Branding Brand, one of the world's largest mobile e-commerce platform, surveyed 1,000 Samsung smartphone customers to find out whether or not they are still loyal to the South Korean company after the Galaxy Note 7 recall.

The survey conducted after September 15 included just two questions: 1. Will customers stay loyal? 2. Will they switch brands?

Before getting into details it's worth mentioning that 34% of current Samsung customers said they will not buy another smartphone from this brand. Of these 34%, no less than 81% have always owned a Samsung or Android smartphone, but these results aren't that surprising considering the latest events.

Furthermore, of the Samsung customers that will stay loyal to the brand, 77% claim that they decided to continue to put their trust in the South Korean company because they don't want to learn a new phone.

Other reasons Samsung customers cited for remaining loyal with the brand include: style (52%), options to customize experience (44%), battery life (39%), cost (35%), dislike of other smartphone brands (28%).

On the other hand, most Samsung owners who claim they are ready to switch will choose another Android smartphone (57%), but many will move to iOS (34%). Interesting enough, no less than 21% current Samsung customers previously owned an iPhone.

Samsung consumers say battery life is a key to their loyalty with the brand; however it's the same reason for the drop in confidence. Battery power is, and will continue to be, a big factor in smartphone technology development,” said Chris Mason, Co-founder and CEO of Branding Brand.

source: Branding Brand

Story timeline



1. sissy246

Posts: 7070; Member since: Mar 04, 2015

Samsung will always be my first choice. They got a bad batch of batteries, they got right on it and are replacing the phones. Yeah it freaking sucks that it happened it they care of it.

4. sarcastic_nerd unregistered

You probably missed the news that the replacement note 7 units are experiencing battery drains and overheating. Note 7 was a failure in general, even if you exclude the explosion disaster.

12. combatmedic870

Posts: 984; Member since: Sep 02, 2015

I did miss that. Link please. The note 7 is basically a large S7 with a pen. So I would be really surprised about this.

13. trojan_horse

Posts: 5868; Member since: May 06, 2016

Note7 isn't a failure. Those reports about battery drains and overheating of the replacement units can't be confirmed to be true. At least, not at this point in time.

23. Unordinary unregistered


26. trojan_horse

Posts: 5868; Member since: May 06, 2016


66. sgodsell

Posts: 7209; Member since: Mar 16, 2013

I hope Samsung makes up for this by forcing a surplus fee to Apple for Samsung's components that Apple has to purchase. We all know that Apples overcharges for their iPhones anyway.

28. Finalflash

Posts: 4063; Member since: Jul 23, 2013

Even still, I hoped Samsung suffered and now they have. Just means better quality products next year and other manufacturers can get some sales. In the Android side, competition is king and consumers win. I mean look at the iPhone 7, we could have been stuck with a travesty like that is these companies weren't competing this hard.

35. trojan_horse

Posts: 5868; Member since: May 06, 2016

Yeah, the fierce competition in the Android ecosystem pushes the innovation further, thus producing all the latest bells and whistles for the consumers to rock. This battery issue will only make Samsung's QC better than ever.

50. NarutoKage14

Posts: 1318; Member since: Aug 31, 2016

Maybe it'll push them into actually trying one of those new battery tech with more capacity. Either way you can be sure that Samsung will be auditing its batteries.

57. sgtdisturbed47

Posts: 966; Member since: Feb 02, 2012

Bells and whistles? Like what? It's been the same crap for the past few years, for both Apple and Android. Fingerprint scanners, low light photos, and some software enhancements. Wow. Such innovation from a stagnant market. It's all the same stuff anymore. What they really need is a total redesign and something truly new to push the industry forward instead of minor adjustments every year. Thus far, it's all the same stuff. Seems like only Motorola did a design overhaul with the Moto Z series, but you won't see Samsung or Apple trying something that drastic.

54. Well-Manicured-Man

Posts: 673; Member since: Jun 16, 2015

Apple does not have a competitor that it needs to take serious. Samsung is thinking about nothing else than Apple. I remember when they were trying to take on Apple during release event of Note 7 by hinting at a possible lack of 3,5mm jack for iPhone 7. Apple on the other side is not even mentioning Samsung indirectly. Why? Because Apple has won already and they know this.

61. phonearenarocks

Posts: 606; Member since: Mar 26, 2015

Note 7 was named to be the only device which was nearest to perfection ever in the Android realm by almost every tech website. From next time on, you'll have to gain total knowledge before you comment on something. Not just on the Note matter but anything in your future. It will surely help.

62. Hallucinator

Posts: 390; Member since: May 24, 2010

You know perfection, except for that whole recall thing. Follow your own advice.

80. phonearenarocks

Posts: 606; Member since: Mar 26, 2015

Lol that exactly is the whole topic of discussion. He said Note 7 is a failure overall but it isnt, battery caused it to be a failure. You thought of contradicting me but you actually supported me. Like him, you too should read #1 and #4 and comprehend what the discussion really is.

71. sarcastic_nerd unregistered


81. phonearenarocks

Posts: 606; Member since: Mar 26, 2015

LMFAO see #80.

82. sarcastic_nerd unregistered

1. Explosions 2. Bad PR 3. Bans 4. Scratches on GG5 5. 850$ price. 6. RAM management issues 7. disappointing performance compared to iPhones, even the 6s 8. Plastic home button even on such expensive phone 9. Touchjizz Almost every remote said its a great phone , but doesn't even come to justify the 850$ price tag. I would not touch this phone with a 10 foot pole. If I want a Samsung, I'll just get an S7 edge. Better battery life, cheaper and no issues with RAM management. Also no bad PR.

83. phonearenarocks

Posts: 606; Member since: Mar 26, 2015

I can tell you thousand more points about why Note 7 is better than new iPhone 7 too. But that is not the point of discussion. What I said that reviews from most websites sating that Note 7 is the best. Go to reviews of AndroidAuthority, GSMArena, AndroidPolice, Verge, CNet and even AnandTech. All these websites say only one thing - Note 7 is the best in business. I have also ordered the device as sales have resumed, heating problem still continuing is proved to be invalid. I am sure it will be awesome.

84. sarcastic_nerd unregistered

Note 7 review at those sites is anything but 'note 7 is the best in business'. Especially anandtech.

85. phonearenarocks

Posts: 606; Member since: Mar 26, 2015

I don't see it that way. I can post excerpts from many of these sites but Anyways, lets end this on a friendly note. Why do two people like us fight or debate on something which is so irrelevant compared to how big this universe and how minute people like us are, it makes an individual so irrelevant when seeing it in a big picture and broader sense. Imagine seeing Earth from Moon, it appears so tiny. I am off to chill buddy, its been nice getting into the discussion Gentleman!

79. Scott93274

Posts: 6032; Member since: Aug 06, 2013

They should have just named it the Note 6, as 7 was not very lucky for the company.

7. Barney_stinson

Posts: 672; Member since: May 30, 2016

but its Samsung fault and people are just believing that Sammy phones are blasting! believe me! when OnePlus can provide op3 for 400$ with no major issues! then a 700$ phone should come with no issues! but well no phone worth more than 500$

58. sgtdisturbed47

Posts: 966; Member since: Feb 02, 2012


8. trojan_horse

Posts: 5868; Member since: May 06, 2016

Right! The survey, though as a hint, doesn't really reflect what reality is. Samsung remains my brand. Note7 rules, nothing else matters!

64. cncrim

Posts: 1586; Member since: Aug 15, 2011

People will forgot sll this in 6 months....

2. Myphoneisonfire

Posts: 403; Member since: Sep 05, 2016

Obviously considering this is an iSurvey by iPhonearena .

9. RoboticEngi

Posts: 1251; Member since: Dec 03, 2014

Yup iphonearena hunting every little pathetic rumor about samsung after the "#bombgate" and when Apples pathetic Iphone 7 f**ks up several times then they write long analysing articles excusing apple with one pathetic articles after the other...but you would have thought different with iphonearena....

44. Dr.Phil

Posts: 2340; Member since: Feb 14, 2011

First of all, the survey was not done by PhoneArena but an outside source. Secondly, PhoneArena has posted just as many articles on Apple's problems as just about any other site (including a site like Android Authority). The article you mention never excused Apple but merely mentioned he thought he knew where the source of the problem was and said it won't be fixed by software because it's a hardware issue. Yes, I read that article but it appears you didn't. Third, yes you are right that there were many articles about the Note 7 battery issue but that was because the phones were actually exploding and were deemed dangerous to the entire public. A lot of the articles were repeat calls for everyone in the community to turn in their Note 7s for a replacement. Sometimes in a situation like that were a product is dangerous to have in your possession, you have to do repeat announcements to get the point across. People weren't taking it seriously, so sometimes you have to bash people over the head with something to get them to do what needs to be done. I would hope they would do the same for any brand, including Apple. Finally, if you think this site is being so biased then go somewhere else. No one is expecting you to stay and you would actually be sticking it to them more by leaving than staying because there's a little thing called website visits and ad dollars. So congrats, every time you come on here and write a comment complaining about how biased it is you are only giving PhoneArena more money. There's a difference between constructive criticism and simply bashing a website. They aren't going to fire people or suddenly change their ways just because you call them iPhoneArena. Offer them ways to change. Otherwise, there's gsmarena, android authority, Engadget, CNet, and so on where you can find coverage you seem favorable.

73. AlikMalix unregistered

Dr.phil. Man dude, you're not allowed to write things that make so much sense. You'll be called an isheep, and biased, and dumb iPhone user that only buys stuff for the logo.

Latest Stories

This copy is for your personal, non-commercial use only. You can order presentation-ready copies for distribution to your colleagues, clients or customers at or use the Reprints & Permissions tool that appears at the bottom of each web page. Visit for samples and additional information.