Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Apple Still Tops in Cellphone Customer Satisfaction, but Losing Ground to Samsung and Others

ACSI math

I'm confused how:
  • Samsung's move from 71% to 76% is a "7%" gain. (Not 5%?)
  • HTC moving from 75% to 72% is a -4% drop.
  • Many other examples...
Overall, ACSI math isn't what I'd expect.

cellulartelephones.jpg
 
Davvid said:
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.
Click to expand...

Anything taken into excess is a bad thing. But all we can blame is ourselves. Rather then shift blame to someone else because we cannot take fault for our own actions.
 
workfaster said:
I'm confused how:
  • Samsung's move from 71% to 76% is a "7%" gain. (Not 5%?)
  • HTC moving from 75% to 72% is a -4% drop.
  • Many other examples...
Overall, ACSI math isn't what I'd expect.

Image
Click to expand...

It is confusing because they are mixing the satisfaction percentage with the change percentage but the numbers are totally right:
-Samsungf, 76-71=5, 5 is 7% of 71
-HTC, 72-75= -3, 3 is 4% of 75
 
That's what you get for ignoring customer satisfaction with larger screens.

Perhaps Samsung owners are more likely to forgive Android foibles, if they like the screen so much.

I have an iPhone 5. It's a good phone, but I'm not happy about the screen size. And I think there's a lot of iPhone customers marking down an otherwise great phone, because of Apple's stubbornness over screen size.

And I can see why the larger screens make up for the rest of Android.
 
slffl said:
You know, I get the BEST customer service when I walk into a Samsung store. They are the most helpful people. If there's something wrong with my phone, they replace it on the spot.

Oh wait :rolleyes:

Buy American kids.

----------



Why is it the mods on an Apple fan site ban Apple fans but do nothing about the paid Samsung and Google shills when they break the forum rules?

Pathetic.
Click to expand...

Paid Samsung / Google shills? Don't be ridiculous.

----------
dec. said:
Android / Samsung fanbois bashing Apple. Did see that one coming.

What's your point? Look at posts like iGrips and it's all pretty evenly spread all over the place...
Click to expand...

An non-Apple forum on a Apple focused site is either asking for trouble or asking for postcounts as it is very clear that these conversations ALWAYS end up in tears.

Or someone mentioning non-Apple products in general that is. Gosh. Really starting to hate this place.
 
slffl said:
Why is it the mods on an Apple fan site ban Apple fans but do nothing about the paid Samsung and Google shills when they break the forum rules?

Pathetic.
Click to expand...

Do you have any ****ing proof of your accusations?

It is not strange that people like you gets banned, the only thing you can do is insult
 
Last edited:
Oletros said:
Do you have any fixing proof of your accusations?

It is not strange that people like you gets banned, the only thing you can do is insult
Click to expand...

Its the Internet. I don't even take that personal. If he can prove I have anything to do with either, I shall buy him anything he wants from the Mac store. I even put a bow on it.

What makes it even funnier is that the only Android products I own a non-personal but company owned and all my gadgets are Apple.

Hang on, why do I even bother replying.
 
slffl said:
You know, I get the BEST customer service when I walk into a Samsung store. They are the most helpful people. If there's something wrong with my phone, they replace it on the spot.

Oh wait :rolleyes:

Buy American kids.

----------



Why is it the mods on an Apple fan site ban Apple fans but do nothing about the paid Samsung and Google shills when they break the forum rules?

Pathetic.
Click to expand...

Apple fans break forum rules. People like you - for calling people trolls or paid shills.

Who are these posters you're speaking of. Who are the paid Samsung and Google shills? And what rules have they broken?
 
Raftysworld said:
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.
Click to expand...

I know for a fact that my Nexus 4, galaxy Nexus and Nexus S have had warranty repairs on them 0 times whereas my iPhone 4, owned from brand new since October 2012 was replaced thanks to the power button failing on it.

The other two phones that have gone wrong on me over the last few years were the Nexus One and.... The iPhone 3g.

Not a fantastic personal record by Apple for me.
 
johnnnw said:
Maybe losing ground, but still way ahead.
Click to expand...

Yeah right, just like Windows number of users are way ahead of OSX ..
Samsung and their hordes is catching up while Apple stays on the same spot with taller iPhone.

iOS is stable, but boring. Samsung's Galaxy S4 latest ad is pretty much accurate. Too bad.

slffl said:
You know, I get the BEST customer service when I walk into a Samsung store. They are the most helpful people. If there's something wrong with my phone, they replace it on the spot.


....
Click to expand...

Oh wait .. Not anymore they don't ;)
 
THere is no doubt that Samsung is gaining on Apple.
Now, its Apple's turn to move. Expect to see a lot of announcements at WWDC
 
How real life works

shenan1982 said:
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.

----------



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.
Click to expand...


As far I know, Apple is the only company that offers customers 90 days (3 months) of FREE technical support (software and technical support) - and support lines work for everyday 12 hours (except sundays - 8 hours)instead for example android: only weekdays - 8 to 5:30. I never saw any indication how the cust. satisfaction is rated on other companies, where on Apple there are the surveys sent to customers. I agree with you on innovation, has we didn't see yet Oled flexible screens nor devices from Apple with full integration with Siri in all languages, but one important issue, for me perhaps the most important issue that never got that much reference is Security, and while Apple have a closed environment get a bigger security to customer data inside devices, while a device running Android can be much let secure and hit more easily with malware and other virus that can steal sensitive information. :)
 
ThinkPin said:
I'm more satisfied with seamless functionality over pointless features.
Click to expand...

That too is why I switched from iPhone back to Blackberry. Although I did try Android before both and at least iPhone hands down beats that rudimentary device out.
 
Does one have to fail for the other to succeed??

Why is Apple "losing ground to Samsung and Others" when those companies have begun to slowly (too slowly) improve their customer service? It is a disgrace that it has taken them so long to start the long process of "catching up" to Apple's legendary customer service. Good customer service isn't a competition- it's an expectation. And if Samsung can improve their customer experience, that's good for their customers. It doesn't somehow degrade the fact that Apple's customers are used to outstanding customer service. The headline should have read "Samsung and Others beginning to offer improved Customer Satisfaction." The article says a lot more about those companies than about Apple, who generally "gets it" year after year.
 
quickmac said:
That too is why I switched from iPhone back to Blackberry. Although I did try Android before both and at least iPhone hands down beats that rudimentary device out.
Click to expand...

Android is an operating system, not a device so your claim is unproven.

Have fun with you blackberry!
 
iSteve-O said:
Samsung's doing something right. Consumer Reports just named the Galaxy S4 the best flagship phone.
Click to expand...

Doesn't mean it is the best flagship smartphone. :rolleyes:

----------
koban4max said:
Doom? at the moment... I gotta hand it to samsung...the quality of note 2 isn't bad...it's pretty good..and s3..it's not bad till s4 comes out this fall.
Click to expand...

The Samsung Galaxy S4 is already out buddy...;)
 
Maps?

Could it be that consumers are infuriated with the absolute trash that is apple maps?
I have been using android since this app came out and won't even consider a smart phone that can't reliably direct me.
I am actually amazed that the numbers are still so high.
 
Eidorian said:
In college I had a friend with a HP/Compaq iPaq and the PC Card dock. This was in 2003. It was handheld enough and had magical rows and columns of icons along with a context menu if you held to activate. Many of the concepts and hardware we see today are not from Steve, Steve just had the moment down perfectly to strike.
Click to expand...

And that happened a lot.
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back