Highlights
- Samsung and Apple tied for the top spot in smartphone customer satisfaction.
- The 2024 ACSI survey interviewed 12,414 randomly selected consumers.
- Samsung’s satisfaction score increased by 3%, enabling it to catch up with Apple.
- 5G phones outperformed legacy technology in customer satisfaction by nearly 10 points.
The American Customer Satisfaction Index has released the latest report regarding customer satisfaction with smartphones.
In a surprising turn of events from last year, Samsung has caught up with Apple, and the two tech giants are tied for first place.
The 2024 survey took place between April 2023 and March 2024 and featured interviews with 12,414 randomly selected consumers.
Samsung’s satisfaction score showed an increase of 3 percent from the previous year, which enabled the Company to tie with Apple at 82 out of 100.
This tie is significant for Samsung because Apple previously was the lone leader in customer satisfaction.
Emerging Trends and Competitive Landscape
Other interesting moves within the smartphone space, as illuminated by the ACSI report: Motorola and Google ranked third, tied at 77 out of 100.
Motorola was up 3 percent, Google down 1 percent from a year ago.
Smaller cell phone makers, in an aggregated group labeled “All Others,” was up 1 percent but remained the lowest at 72.
This has driven the broader industry-wide uptick in customer satisfaction, as more and more people get 5G phones.
In fact, the ACSI reported that 5G phones did almost 10 points better than their legacy counterparts, scoring 82 versus 73 for non-5G devices.
Of the 5G smartphones, Samsung managed an 83, barely above Apple’s 82.
Google and Motorola rounded out the list at 78.
The ACSI report did not provide a breakdown of each company’s score by category, but it did offer an overall look at the metrics and their year-over-year changes.
FAQs
What is the American Customer Satisfaction Index (ACSI)?
The ACSI is an economic indicator that measures the satisfaction of consumers across various sectors, including the smartphone industry.
It is based on customer evaluations of the quality of products and services.
Why is the ACSI important for smartphone manufacturers?
The ACSI provides valuable insights into how consumers perceive and rate different smartphone brands.
High customer satisfaction scores can lead to increased brand loyalty, positive word-of-mouth, and potentially higher sales.
How did Samsung manage to catch up with Apple in the latest ACSI report?
According to the report, Samsung’s satisfaction score saw a 3% increase from the previous year, enabling it to tie with Apple at 82 out of 100.
This improvement allowed Samsung to close the gap and match Apple’s previously uncontested lead in customer satisfaction.
What factors contributed to the industry-wide improvement in customer satisfaction?
The increasing popularity of 5G smartphones is cited as a driving force behind the overall improvement in customer satisfaction within the industry.
The ACSI report found that 5G phones outperformed legacy technology in satisfaction by nearly 10 points, scoring 82 compared to 73 for non-5G devices.
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