Apple edges out Samsung in American customer satisfaction, but Note 5 beats iPhone 6s Plus
Smartphone demand might be on a steep downward trajectory worldwide, but at least stateside, customer satisfaction continues to improve, from an overall industry grade of 78 out of 100 last year to 79 based on feedback supplied between March 5 and 31 by 12,710 tech consumers chosen at random.
Questioned about their “recent experiences with the largest telecommunications service providers and phone manufacturers”, these singled T-Mobile and Apple out as their respective segment’s leaders in terms of the way they cater to the buyer’s needs and requirements.
That shouldn’t come as a surprise, since Magenta and Cupertino were ranked first in other similar surveys in the recent past, though what may feel a little unexpected is the teeny-tiny gap between arch-rivals Apple and Samsung.
Just one point separates the two at the very top of the OEM chart, with Lenovo’s Motorola following in third place, at four points behind the iPhone makers and three down compared to the Galaxy architects.
All three companies score solid aggregates of 81, 80 and 77 respectively, while HTC and LG wrap up the top five, with 75 and 74 points.
As far as specific models are concerned, Samsung basically levels the playing field by having the Galaxy Note 5 nose out the iPhone 6s Plus, 86 to 85. The S6 Edge+ takes the bronze medal, the Note 4 follows in fourth, with the iPhone 6s, Galaxy S6 Active, iPhone 6 Plus, Galaxy S6 Edge, Motorola Moto G, and Galaxy S6 the rest of the top ten placers.
Notice the lone intruder in a hierarchy otherwise copiously dominated by the world’s two largest handheld makers, and the strong overall presence of high-end Galaxy stars that suggests lower-cost, entry-level models often fall short of people’s expectations.