Samsung squeezed past Apple in consumer satisfaction for smartphones

Discussion in 'Alternatives to iOS and iOS Devices' started by jamezr, Dec 30, 2014.

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  1. jamezr macrumors G3

    jamezr

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    #1
    Gotta admit was a little surprised.



    http://www.theacsi.org/index.php?option=com_content&view=article&id=147&catid=&Itemid=212&i=Cellular+Telephones
     
  2. Melonville macrumors newbie

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    #2
    You know that saying throw enough mud and some of it will stick. That is pretty much how Samsung operate.
     
  3. jamezr thread starter macrumors G3

    jamezr

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    #3
    But its not sales.....its customer satisfaction......
     
  4. LIVEFRMNYC macrumors 603

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    #4
    I had to return two differ models of iPhones due to known issues. Never had any hardware problems with Samsung phones. Apple customer service was great, so I don't see a huge problem with that.

    And I'll just stereotype and say iPhone consumers in general are more picky about the smallest things vs Android phone consumers.

    Another thing is, it could be a sign that iOS being so locked down is becoming outdated, as everyone now knows about the openness of Android and the many extra features Samsung packs into it's phones. Some long time iOS users might not have much complaints, but also might not have much praise since they are so used to the same.
     
  5. tbayrgs macrumors 603

    tbayrgs

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    #5
    I'm not really sure how to reconcile this info and question a few things. First, why only start evaluating Apple in 2012 when the iPhone has been sold since 2008 (and same goes for HTC and Blackberry, two of the biggest players in the industry, especially moreso prior to 2012)? And the second paragraph seems quite contradictory (trounced Apple in the middle of the year and Apple leading by 5 points but we're neck-and-neck most of the year). If Samsung was supposedly trouncing Apple yet still ended up behind by 5 points (quite a bit more than th3 2 point difference in 2014), looks an awful lot like the 5S did most of the trouncing to cause such a swing.

    I also question their assumption in the final paragraph. I don't think Apple customers necessarily had a problem with the size change, especially considering they were just joining the rest of the industry in typical size options. Apple has had a pretty bumpy past few months with some software bugs and devices that are more polarizing in style. From my experience alone, the software experience with iOS 8 has been a bit less polished and refined than past offerings and if anything, I'd think this would have the greatest impact on overall satisfaction.

    I do find it somewhat curious though that Samsung achieved its highest satisfaction rating to date yet its flagship was not considered to be anything remarkable (hold the flaming--didn't say it was a bad phone, just not much wow factor and not found on top of anybody's 'best phone' lists) and Samsung has experienced quite a sales slump for the device (vs. expectation). Could very be that while Samsung didn't attract as many customers, those that did purchase were more satisfied with their choice.

    I guess I'm not in much disagreement with the results (iOS 8 has had its bumps) but rather their interpretation and analysis.
     
  6. Lloydbm41 macrumors 68040

    Lloydbm41

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    #6
    The average consumer is only pleased with a product if it is performing well for them at the time of the survey. Consumers don't care if a product has been perfect for the last 5 or 10 years, if it is performing like crap now. I believe this survey is more inidicative of the issues related to iOS8 and consumers being pissed off with it at this particular moment in time.

    As the saying goes, "1000 positives won't make up for a single 'ah sh!#' moment."
     
  7. Jibbajabba macrumors 65816

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    #7
    I more confused about BB gaining that 5 points.
     
  8. jamezr thread starter macrumors G3

    jamezr

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    #8

    ^^^^^ this. I have seen more bugs and IOS updates breaking things than ever before.
     
  9. The-Real-Deal82 macrumors 601

    The-Real-Deal82

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    #9

    That's very true I think. If you ask people next week or in a months time, you'd probably get a totally different answer from the survey. Now iOS 8 is settling down and many of the earlier bugs are being ironed out, I would imagine satisfaction is being restored. I had a few minor issues when I first had the iPhone 6 but I've never felt frustrated enough to consider it as a bad choice. Many of the issues have been quickly corrected.
     
  10. maflynn Moderator

    maflynn

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    #10
    Apple has had some missteps recently, iOS8, their bendable iPhones. There's been some negative sentiment with their recent products and its showing. While the sales of the IP6/IP6+ has been stratospheric, its not without issues. What is surprising is Samsung sneaking past apple, I would have suspected a decrease in apple's numbers but not seeing Samsung sneaking by.
     
  11. cdmoore74 macrumors 68020

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    #11
    If it wasn't for the bugs I would have been happy with my iPhone 6. The reliability of the iPhone in general has gotten worse with each update; not better. Not saying that Android is perfect but that's to be expected when you have hundreds of devices on the market with so many hardware configurations. If Apple can't get it right with only 1 to 2 phones a year I see that as a major problem. Why pay a premium for a slightly below average experience?
    I recently paid $10 for a prepaid Motorola E just because it was super cheap. That phone actually rivals my wifes iPhone 5 minus the cameras of course. But the user experience was better.
     
  12. cdmoore74 macrumors 68020

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    #12
    The pattern I'm seeing with Apple is that when iOS 9 rolls around bugs are just going to be introduced again. And it doesn't help that Apple still supports old hardware. I doubt my wife's iPhone 5 will run just as smooth with iOS 9 vs iOS 8. Sometimes it's better to kill off old hardware because the experience takes a hit. But other times old hardware is still usable. Doesn't help that Apple is one step away from forcing upgrades for every iDevice just to prove quick adoption rates. Many people don't want to upgrade.
     
  13. I7guy macrumors G5

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    #13
    True enough, I'd like to see what the next JD Power survey says as they are considered the granddaddy of all benchmark organizations.
     
  14. ozaz macrumors 65816

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    #14
    I've had the need to have a couple of Samsung devices repaired this year and I've been pretty happy with the experience. This came as a big surprise to me.

    First of all, the telephone support staff were very good and it was a local (UK-based) call centre. I was expecting an Indian call centre.

    Second, there was no refusal of warranty service for not having the original receipt. I bought my devices second hand on eBay, and I was expecting refusal of warranty service because I did not have the original receipt. However, it seems the warranty lives with the device, just like with Apple products.

    Third, the turnaround can be very quick. I had a phone repair done on the day in a Samsung experience store.

    None of this is any better than Apple after-sales service. But my point is that leaving aside business class after-sales service (ThinkPads, Dells etc), I always thought Apple was so much further ahead than the rest when it came to consumer level after-sales service. Now, I don't feel Samsung are so far behind. The experience has certainly increased my likelehood of buying more Samsung products in the future.

    There were a couple of negative aspects of repair service when I posted a tablet in for repair which I hope they improve in the future. 1) There is communication disconnect between the Samsung telephone support, and the service centres who carry out the repair. So to get full info on a repair you have to contact the service centres direct. Trouble is they are not open on evenings and weekends. 2) In the UK, they use a terrible courier service when posting your device back to you (DPD)
     
  15. tbayrgs macrumors 603

    tbayrgs

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    #15
    Yup, I think you're spot on, and why I'm not surprised by Apple's dip in rating this year. I just don't think the interpretation of the results was accurate. People aren't upset with the size change--it's been the general lackluster reliability of iOS that is the biggest factor, as you point out.
     
  16. Technarchy macrumors 603

    Technarchy

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    #16
    I think an update that bricks phones, a lot of phones, will annoy a few people.
     
  17. mi7chy macrumors 68040

    mi7chy

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    #17
    Apple can't intentionally slow down older devices to the point of uselessness without the customer noticing. And, they keep releasing 1GB DRAM year after year when it's already deficient and obsolete.
     
  18. Kariya macrumors 68000

    Kariya

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    #18
    Except its virtually impossible to brick any contemporary smartphone. You can corrupt an installation sure but unless you throw a literal brick on the phone its still salvageable.
     
  19. Technarchy, Dec 31, 2014
    Last edited: Dec 31, 2014

    Technarchy macrumors 603

    Technarchy

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    #19
    I think Safari reloading, which is annoying as all hell, will create some negative feedback as well.

    ----------

    Is that meant to be conciliatory?

    So the update wasn't a hard brick, should I be grateful for the soft brick?
     
  20. mi7chy macrumors 68040

    mi7chy

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    #20
    iOS 8.0.1 update killing cell service and finger id falls under bricking and especially if Apple stops signing the previous release(s) so you can't roll back. Same with turning older devices into bricks in terms of usability and no rolling back to previously usable iOS 7.x.
     
  21. boast macrumors 65816

    boast

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    #21
    *grabs popcorn*

    This thread should be interesting.
     
  22. Kariya macrumors 68000

    Kariya

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    #22
    You can do what you want. Just saying 'bricking' no longer means what it once meant.

    ...except they kept signing iOS 8 until 8.0.2 came out. And older devices aren't 'bricks' once updated.
     
  23. nfl46 macrumors 603

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    #23
    Not surprised. Maybe that's why Samsung sales have stalled...customers are satisfied with their phones and don't see a reason to upgrade.
     
  24. MRU, Dec 31, 2014
    Last edited by a moderator: Jan 1, 2015

    MRU macrumors demi-god

    MRU

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    #24
    Samsung squeezed past Apple in consumer satisfaction for smartphones



    Yep agreed, it's both. IOS 8 hasn't been without its issues, but heck lollipop hasn't been either. GSM Issues in 5.0 and 5.01. Heck the newsboards are awash with info on a new update to android 5 by Google plugging a massive memory hole they have admitted to.

    As for Samsung, I'm surprised they edged above Apple not because they are worse, but because of the relatively poor year they have had sales wise and the less than expected sales of the S5. At least they ended the year on a positive frame but it seems for me they are killing the Galaxy Alpha - which annoys me and makes me wonder about future support of this €650 smartphone.

    To be honest with the generally lack of support for the Note Pro 12.2 lingering on outdated Touchwiz only after 2 months when they released the Tab S line with new Touchwiz UX, and now Alpha early retirement and inevitable lack of software support for the future - Samsung have ended the year leaving me thoroughly annoyed and despondent about them.
     
  25. aristobrat macrumors G4

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