Samsung matches Apple in customer satisfaction

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Samsung is one of the leading smartphone manufacturers in the world, producing millions of units per year. Android Authority reports that the South Korean giant has regained lost ground on the American Customer Satisfaction Index (ACSI). This year’s ACSI Wireless Phone Service and Cell Phone Study indicate that it has caught up to its competitor, Apple.

The ACSI is an annual report that measures consumer satisfaction and opinions on various products on the market. These products vary from smartphones to home appliances, to financial services and more.

The index assigns scores to companies on a scale of 1 to 100, based on ratings from customers. The higher the ACSI score, the higher the consumer satisfaction.

Samsung is not the only manufacturer that has improved customer satisfaction

Apple has been leading the competition since 2022, with its latest score on the index being 82. This year, Samsung has matched Apple’s score after struggling to stay above the 80-point mark in previous years. This means that Samsung users are just as satisfied with their products as Apple customers.

Other OEMs like Motorola, have made an impressive 3% jump from 75 in 2023 to 77 in 2024. Google is perhaps the most disappointing as the company saw a 1% decline in consumer satisfaction from 78 to 77. Phone manufacturers saw an improvement in customer satisfaction in areas like video quality, battery life, and ease of phone calls.

The report did not only measure satisfaction in the Smartphone market

The ACSI also included Mobile Network Operators (MNOs) in their report. Customer satisfaction was at its highest for AT&T, with the MNO scoring 76/100. Customers were least satisfied with US Cellular and Verizon, with both scoring 74/100.

AT&T beat the competition when it comes to customer satisfaction with call quality and network capability. Overall, MNOs saw an improvement in satisfaction in areas such as network coverage, mobile app quality, and call reliability.

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