Samsung gets satisfaction
Samsung may have lost a bit of smartphone traction in 2014, but it has the edge over Apple when it comes to customer satisfaction. Samsung has a US ‘satisfaction score of 81, a 6.6% increase from last year’s rating of 76, according to the latest American Consumer Satisfaction Index. Apple, though, fell from 81 to 79 over the same period.
Smartphones are becoming more dominant in Samsung’s mobile phone product mix, pushing the brand’s satisfaction score higher, says ACSI. Apple has, though, now declined for the second year running, and the segment is getting tighter, with Motorola Mobility and Nokia (now Microsoft) both at 77. BlackBerry has seen its market share pretty much vanish.
“Apple’s magic isn’t gone, but the lustre has dulled on its older models,” says “David VanAmburg, ACSI director. “Each iteration improves on the last, but Apple’s year-long product refresh cycle is an eternity when a new Android phone seems to be released every week.”