Samsung is back with a bang in the game as it regained the lost battle on the American Customer Satisfaction Index (ACSI).
The metrics reveal that Samsung not only won back the ground in customer satisfaction but also crossed over its biggest rival Apple in the latest American Customer Satisfaction Index. This is being speculated on by one of our colleagues.
ACSI stands for the American Customer Satisfaction Index, which is an annual report that evaluates consumer satisfaction and opinions on various products on the market. The index assigns scores to brands on a scale of 1 to 100 based on ratings from customers, which means that the higher the ACSI score, the higher the consumer satisfaction.
Since 2022, Apple has been in the top position; now, as per the metrics of recent customer satisfaction surveys, Apple and Samsung are tied for the top spot with a score of 82 out of 100. Finally, this year, Samsung has regained its leading position in the competition as it matches Apple’s score.
This means that Samsung users are quite satisfied with their products, as are Apple customers. The rest of the other OEMs, for instance, Motorola, have made an impressive boost of 3% from 75 in 2023 to 77 in 2024. However, Google’s score is a bit disappointing, as the brand saw a 1% decline in satisfying the consumer from 78 to 77.
These metrics are prepared based on what phone manufacturers show as improvements in customer satisfaction in areas such as video quality, battery life, and ease of phone calls. The ACSI also included mobile network operators (MNOs) in their report, and customer satisfaction was at its highest for AT&T, with the MNO scoring 76 out of 100, whereas customers were least satisfied with US Cellular and Verizon, with both scoring 74 out of 100.
Noticeably, AT&T raises the competition when it comes to customer satisfaction regarding call quality and network capability. Overall, MNOs saw an improvement in satisfaction in areas such as network coverage, mobile application quality, and call reliability.
