Go Back   MacRumors Forums > News and Article Discussion > MacRumors.com News Discussion

Reply
 
Thread Tools Search this Thread Display Modes
Old May 21, 2013, 12:42 PM   #1
MacRumors
macrumors bot
 
Join Date: Apr 2001
Apple Still Tops in Cellphone Customer Satisfaction, but Losing Ground to Samsung and Others




The American Customer Satisfaction Index (ASCI) has today released its annual rankings of customer satisfaction for mobile phones in the United States. While Apple had the highest customer satisfaction index score for the second year in a row, its score has fallen slightly while competitors like Motorola Mobility, Nokia, and Samsung have all gained in score.

Apple is still at the top of the list when it comes to smartphone satisfaction, but this year's ranking of 81 (out of 100) is two percent below its 2012 ranking of 83. Motorola phones came in second after Apple, hitting a ranking of 77 after a 5% gain year over year.

Nokia remained high on the list with a 1% gain giving it a score of 76, and Samsung experienced the most growth at 7%, bringing it to a score of 76. HTC and LG both saw drops in satisfaction while BlackBerry remained on the bottom of the list with a score of 69.
Quote:
?????????????????????The improvement [of Samsung] is the largest yet for any cell phone manufacturer, and earns Samsung a position even with the industry average and Nokia (+1%) and just behind second place Motorola, up 5% to 77. Nevertheless, Samsung remains well behind industry leader Apple.
Since the May 2012 customer satisfaction survey which was the first that ranked smartphones, Apple has introduced its newest phone, the iPhone 5, while Samsung has debuted several devices including its most recent Galaxy S 4.

The ACSI also ranked wireless telephone service, with Verizon and AT&T experiencing small gains in satisfaction. Verizon ranked first with a score of 73 outranking Sprint's steady 71, which earned it the top spot last year. AT&T went from 69 to 70, and T-Mobile dropped to last place with a score of 68.

The ASCI bases its customer satisfaction index on a survey of 70,000 people in the United States that asks customers about the products and services they use the most. It measures satisfaction with more than 230 companies that span 43 industries and 10 economic sectors.

Article Link: Apple Still Tops in Cellphone Customer Satisfaction, but Losing Ground to Samsung and Others
MacRumors is offline   0 Reply With Quote
Old May 21, 2013, 12:45 PM   #2
johnnnw
macrumors 65816
 
johnnnw's Avatar
 
Join Date: Feb 2013
Maybe losing ground, but still way ahead.
johnnnw is offline   1 Reply With Quote
Old May 21, 2013, 12:47 PM   #3
Walter White
Banned
 
Join Date: May 2013
Motorola 77? Compare iPhone to any Motorola. Day and night. ******** score.
Walter White is offline   1 Reply With Quote
Old May 21, 2013, 12:48 PM   #4
ValSalva
macrumors 68040
 
ValSalva's Avatar
 
Join Date: Jun 2009
Location: Burpelson AFB
These other companies have virtually nowhere to go but up. Samsung is selling a lot of stuff so it's not surprising their satisfaction numbers would be up. Seems logical.
ValSalva is offline   1 Reply With Quote
Old May 21, 2013, 12:49 PM   #5
madsci954
macrumors 68000
 
Join Date: Oct 2011
Location: Ohio
Clearly, Apple and the iPhone are doomed
madsci954 is offline   3 Reply With Quote
Old May 21, 2013, 12:52 PM   #6
lordofthereef
macrumors 604
 
lordofthereef's Avatar
 
Join Date: Nov 2011
Location: Boston, MA
This isn't terribly surprising. Samsung, especially, has been bringing their A game, despite what the haters say.

----------

Quote:
Originally Posted by Walter White View Post
Motorola 77? Compare iPhone to any Motorola. Day and night. ******** score.
All this is is a consumer satisfaction score. The numbers would indicate that users of Motorola devices are pretty pleased with their purchase. It does not mean they would be more, or less, pleased with an iPhone. You just need to understand how to interpret the data.
__________________
I use iOS and Android daily and, more recently, Windows Phone 8. If what I say upsets you, it's probably because of your brand loyalty.
lordofthereef is offline   8 Reply With Quote
Old May 21, 2013, 12:54 PM   #7
neuropsychguy
macrumors 6502
 
Join Date: Sep 2008
It's not accurate to state that Apple is losing ground to Samsung. Apple's cellphone customer satisfaction numbers might have declined slightly (we have to keep in mind that any rating like this will have margins of error) but that loss is not going to Samsung (it's conceivable it could be if people are rating their satisfaction as relative to other phone manufacturers but that's not a given). Customer satisfaction for a particular manufacturer is independent of other manufacturers (most of the time, again relativism can play a role but it's not being measured).
neuropsychguy is offline   9 Reply With Quote
Old May 21, 2013, 12:55 PM   #8
lordofthereef
macrumors 604
 
lordofthereef's Avatar
 
Join Date: Nov 2011
Location: Boston, MA
Quote:
Originally Posted by johnnnw View Post
Maybe losing ground, but still way ahead.
In terms of customer satisfaction, it would seem not. Unless, of course, four points equates to "way ahead" in your book? Truth be told, these numbers are all quite similar when considering the probable margin of error. What this tells me is that LG and BlackBerry have work to do!
__________________
I use iOS and Android daily and, more recently, Windows Phone 8. If what I say upsets you, it's probably because of your brand loyalty.
lordofthereef is offline   5 Reply With Quote
Old May 21, 2013, 12:55 PM   #9
iSteve-O
macrumors regular
 
Join Date: Oct 2011
Samsung's doing something right. Consumer Reports just named the Galaxy S4 the best flagship phone.
iSteve-O is offline   9 Reply With Quote
Old May 21, 2013, 12:56 PM   #10
lordofthereef
macrumors 604
 
lordofthereef's Avatar
 
Join Date: Nov 2011
Location: Boston, MA
Quote:
Originally Posted by neuropsychguy View Post
It's not accurate to state that Apple is losing ground to Samsung. Apple's cellphone customer satisfaction numbers might have declined slightly (we have to keep in mind that any rating like this will have margins of error) but that loss is not going to Samsung (it's conceivable it could be if people are rating their satisfaction as relative to other phone manufacturers but that's not a given). Customer satisfaction for a particular manufacturer is independent of other manufacturers (most of the time, again relativism can play a role but it's not being measured).
Excellent. Somebody gets how to interpret the data. Two thumbs up!
__________________
I use iOS and Android daily and, more recently, Windows Phone 8. If what I say upsets you, it's probably because of your brand loyalty.
lordofthereef is offline   2 Reply With Quote
Old May 21, 2013, 12:59 PM   #11
Raftysworld
macrumors 6502
 
Join Date: Oct 2011
I know from personal experience that most Android fans act like they love their phones but then have all kinds of problems with them. Meanwhile, most people love and continue to love their iPhones for the duration of ownership. So these statistics are pretty biased.
Raftysworld is offline   0 Reply With Quote
Old May 21, 2013, 01:04 PM   #12
0815
macrumors 65816
 
0815's Avatar
 
Join Date: Jul 2010
Location: here and there
damn Samsung ... now they are even copying the customer satisfaction !
__________________
sent from my computer
0815 is offline   13 Reply With Quote
Old May 21, 2013, 01:06 PM   #13
Eidorian
macrumors Penryn
 
Eidorian's Avatar
 
Join Date: Mar 2005
Location: Cuidad de México
Send a message via AIM to Eidorian
I must admit Apple caught everyone off guard in the smartphone and tablet markets, even without being the first in those markets. My concern is still the long run and now even more so without Steve.
__________________
Core i5 750 / 16 GB RAM / 500 GB SSD / GTX 970 / Windows 8.1
13" Retina MacBook Pro
Eidorian is online now   0 Reply With Quote
Old May 21, 2013, 01:07 PM   #14
Tinmania
macrumors 68030
 
Tinmania's Avatar
 
Join Date: Aug 2011
Location: Aridzona
So this tells me that, out of the 4 Nokia phones sold in the US in 2012, 3 of the owners are satisfied.



Michael
Tinmania is offline   2 Reply With Quote
Old May 21, 2013, 01:08 PM   #15
ThinkPin
macrumors newbie
 
Join Date: Jul 2011
Location: SF Bay Area
I'm more satisfied with seamless functionality over pointless features.
ThinkPin is offline   2 Reply With Quote
Old May 21, 2013, 01:09 PM   #16
Mad Man
macrumors newbie
 
Join Date: Jun 2011
Quote:
Originally Posted by 0815 View Post
damn Samsung ... now they are even copying the customer satisfaction !
Apple should have patented high customer satisfaction numbers for smart phones.
Mad Man is offline   2 Reply With Quote
Old May 21, 2013, 01:16 PM   #17
iGrip
Banned
 
Join Date: Jul 2010
Send a message via ICQ to iGrip Send a message via AIM to iGrip Send a message via MSN to iGrip Send a message via Yahoo to iGrip Send a message via Skype™ to iGrip
The trend is terrible.

Will Apple be able to hang on to its PR advantages over the years? What happened to "It Just Works"? What happened to "When it doesn't work, simply shlep to a suburban shopping mall and get helped by a friggin' Genius?"

The trends are disturbing.

What's next? "When it doesn't work, and the best help we provide some college aged kid who couldn't get a better job, we'll give you your money back?"

----------

Quote:
Originally Posted by Raftysworld View Post
I know from personal experience that most Android fans act like they love their phones but then have all kinds of problems with them. Meanwhile, most people love and continue to love their iPhones for the duration of ownership. So these statistics are pretty biased.
So Android owners ignore reality and tout their brand out of some sort if misguided loyalty to a corporation?

Apple fans would NEVER do that!


/s
iGrip is offline   6 Reply With Quote
Old May 21, 2013, 01:24 PM   #18
shenan1982
macrumors 68020
 
Join Date: Nov 2011
I agree with the findings. My satisfaction with Apple has dropped in the past couple of years. If not for the seeming stagnation of innovation, for sure the degradation of overall customer service both from AppleCare and in-store.

On the flip side, Samsung has been improving product quality, and improving customer support, so one can't just say Samsung can only go up. Samsung has always been a good product, they've just had Apple killing them in customer service, so a little rise in Samsung service, and a little drop in Apple service will kill the gap real quick.

Unfortunately I think Apple's best days are behind them. I have had 4 iDevices (iMac, iPhone, iPad, now a new iMac) which have failed within the first 90 days of owning them. Obviously this has an impact on my overall customer satisfaction, and while I understand things happen, it's how a company responds. It used to be that when things failed in a reasonable time, Apple really stepped up and tried to do right by the customer, yet in the last year with these failures, I've felt like I've had to push them to do the right thing in each instance.

----------

Quote:
Originally Posted by iGrip View Post
The trend is terrible.

Will Apple be able to hang on to its PR advantages over the years? What happened to "It Just Works"? What happened to "When it doesn't work, simply shlep to a suburban shopping mall and get helped by a friggin' Genius?"

The trends are disturbing.
You're precisely correct. Us apple fans have always given them a little leeway because things have "just worked" ... for years we tolerated having a generation or two old technology in exchange for the reliability, but as of late, Apple's reliability factor has been dropping, yet prices haven't fallen and the innovation hasn't increased.
shenan1982 is offline   6 Reply With Quote
Old May 21, 2013, 01:29 PM   #19
Michael Scrip
macrumors 68020
 
Join Date: Mar 2011
Location: NC
Quote:
Originally Posted by Eidorian View Post

I must admit Apple caught everyone off guard in the smartphone and tablet markets, even without being the first in those markets. My concern is still the long run and now even more so without Steve.
What about companies who never had a Steve?
Michael Scrip is offline   2 Reply With Quote
Old May 21, 2013, 01:31 PM   #20
Mr.damien
Guest
 
Quote:
Originally Posted by neuropsychguy View Post
It's not accurate to state that Apple is losing ground to Samsung. Apple's cellphone customer satisfaction numbers might have declined slightly (we have to keep in mind that any rating like this will have margins of error) but that loss is not going to Samsung (it's conceivable it could be if people are rating their satisfaction as relative to other phone manufacturers but that's not a given). Customer satisfaction for a particular manufacturer is independent of other manufacturers (most of the time, again relativism can play a role but it's not being measured).
Well, how do you expect this thread to become full of trolls and generate cash with ads if they remove it from the title ?
  1 Reply With Quote
Old May 21, 2013, 01:34 PM   #21
Oletros
macrumors 603
 
Oletros's Avatar
 
Join Date: Jul 2009
Location: Premià de Mar
Quote:
Originally Posted by Raftysworld View Post
I know from personal experience that most Android fans act like they love their phones but then have all kinds of problems with them. Meanwhile, most people love and continue to love their iPhones for the duration of ownership. So these statistics are pretty biased.
Ah, when Android owners lie about their experiences and Apple users only reflect reality.

Cool story, bro
__________________
There are four kinds of lies: Lies, damned lies, statistics, and analyst projections.
Oletros is offline   9 Reply With Quote
Old May 21, 2013, 01:40 PM   #22
Eidorian
macrumors Penryn
 
Eidorian's Avatar
 
Join Date: Mar 2005
Location: Cuidad de México
Send a message via AIM to Eidorian
Quote:
Originally Posted by Michael Scrip View Post
What about companies who never had a Steve?
Smartphones and tablets had been around for years. Steve just stepped in at the right moment when processing, storage, and connectivity was just right and slap Apple's interface on top of that. You do not need to be first.

Apple relies heavily on buying into their vertical infrastructure which is something I never wanted to take part in. So I have the flexibility of multi-platform features instead of being trapped with Apple.
__________________
Core i5 750 / 16 GB RAM / 500 GB SSD / GTX 970 / Windows 8.1
13" Retina MacBook Pro
Eidorian is online now   3 Reply With Quote
Old May 21, 2013, 01:41 PM   #23
Davvid
Banned
 
Join Date: Apr 2012
Who needs a smart phone anyways. I think people will wake up and realize they are wasting their life poking at a little box like a chimp, while at the same time they have lost many real friends, after buying into 2 year contracts which are more and more becoming mainline advertisement feeds. I hope Apple, Samsung and Microsoft all go out of business, and people learn how to really be social again. It won't happen on this forum, and it won't happen on a smart phone. I think and hope sales will continue to drop. Better to invest our money somewhere more socially responsible.

Last edited by Davvid; May 21, 2013 at 01:55 PM. Reason: additional thoughts
Davvid is offline   0 Reply With Quote
Old May 21, 2013, 01:41 PM   #24
neuropsychguy
macrumors 6502
 
Join Date: Sep 2008
Quote:
Originally Posted by lordofthereef View Post
Excellent. Somebody gets how to interpret the data. Two thumbs up!
It looks like my many years (I'd rather not say how many, it's too depressing) of graduate school were worth it after all.
neuropsychguy is offline   0 Reply With Quote
Old May 21, 2013, 01:51 PM   #25
iRun26.2
macrumors 6502a
 
Join Date: Aug 2010
Quote:
Originally Posted by Michael Scrip View Post
What about companies who never had a Steve?
And what about those companies that didn't have a competitor (with a Steve) to copy?

----------

Quote:
Originally Posted by Davvid View Post
Who needs a smart phone anyways. I think people will wake up and realize they are wasting their life poking at a little box like a chimp, while at the same time they have lost many real friends, after buying into 2 year contracts which are more and more becoming mainline advertisement feeds. I hope Apple, Samsung and Microsoft all go out of business, and people learn how to really be social again.
Well, now there's a positive outlook...
iRun26.2 is offline   1 Reply With Quote

Reply
MacRumors Forums > News and Article Discussion > MacRumors.com News Discussion

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Similar Threads
thread Thread Starter Forum Replies Last Post
Samsung Tops Apple in Latest J.D. Power Tablet Customer Satisfaction Survey MacRumors iOS Blog Discussion 177 Nov 6, 2013 07:17 PM
Apple Tops J.D. Power Smartphone Satisfaction Rankings for Five Years Running MacRumors iOS Blog Discussion 20 Oct 19, 2013 09:55 PM
Apple Tops Personal Computer Customer Satisfaction for Tenth Straight Year MacRumors Mac Blog Discussion 21 Sep 19, 2013 11:50 AM
Samsung Galaxy Now Leads iPhone in USA Customer Satisfaction Tones2 Alternatives to iOS and iOS Devices 15 Aug 1, 2013 12:43 PM
Apple Tops J.D. Power Smartphone Satisfaction Rankings By Significant Margin MacRumors iOS Blog Discussion 56 Apr 5, 2013 05:22 PM

Forum Jump

All times are GMT -5. The time now is 09:25 AM.

Mac Rumors | Mac | iPhone | iPhone Game Reviews | iPhone Apps

Mobile Version | Fixed | Fluid | Fluid HD
Copyright 2002-2013, MacRumors.com, LLC