Samsung edges past Apple in customer satisfaction
There are a lot of ways we can look at which companies are the most successful in the smartphone game. Who’s selling the most phones? Who’s making the most profit off phone sales? Who’s got the most loyal customers? Each may tell a slightly different story, and only by thinking about all of them do we really get an over-arching picture of the market. Today we’re checking out what could be the start of a significant shake-up, as Samsung slides past Apple in terms of customer satisfaction.
What we’re looking at is data on the preferences of US shoppers as compiled by the American Customer Satisfaction Index. For the past few years, Apple’s enjoyed a score in the 80s, though one that’s been on a slightly downwards trajectory. And Samsung had been oscillating in the low-to-mid 70s, not really showing any significant direction. But 2014 changed all that, as Samsung’s assessment rose to a score of 81, while Apple’s dropped to 79.
It’s entirely possible that next year will see that ranking reversed, with Apple moving back to the top spot, but for now Samsung has done the previously unthinkable, and pushed past Apple on its home turf. To be fair, all these major smartphone OEMs appear to be doing pretty well with customer satisfaction, and even oft-maligned brands like BlackBerry have their loyal followings. For now the big question is if Samsung can keep this momentum going, and with 2015 within reach, we’re nearly ready to start finding out.