ACSI: Samsung Beats Apple in Smartphone Customer Satisfaction Study

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Samsung SignAccording to a recent study released by the American Customer Satisfaction Index (ACSI), Samsung tops the charts in smartphone satisfaction.

Samsung’s last-gen flagship handset, the Galaxy S III, was among the most well received devices with a benchmark score of 84 (on a 0 to 100 scale) along with the manufacturer’s Galaxy Note II phablet. The two devices managed to beat Apple’s most recent iPhone 5, which received a benchmark score of 82. Unfortunately, the Galaxy S IV was not included in the study, because the ACSI study was conducted just prior to Samsung’s launch of the Galaxy S IV.

While US consumers appear to prefer Samsung smartphones, Korean consumers favor Apple. According to the National Consumer Satisfaction Index (NCSI), which employs the same testing as the ACSI, Korean consumers prefer Apple’s iPhone 5 to Samsung’s Galaxy S III.

Smartphone adoption rates are on the rise, as ACSI data suggest that smartphone users are generally more satisfied than feature phone users. On average, smartphones earn a customer satisfaction rating of 76 compared to 69 for feature phones.

The iPhone 4S scored as well as it its successor with an ACSI score of 82, and Apple’s iPhone 4 trailed behind the pair slightly with a score of 81. The Galaxy S II did not test as well, scoring just above the average with a score of 78. Meanwhile, Motorola’s Droid RAZR Maxx HD was able to beat out the S II with a benchmark score of 80, while the Droid RAZR recieved a score of 77. In line with its woeful sales, BlackBerry did not register well with consumers, falling far below the competition and the average with scores of 67 and 64 for the company’s Curve and Bold handsets, respectively.



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