Apple beats Samsung in customer satisfaction, but only just

Apple beats Samsung in customer satisfaction, but only just


iOS and Android are killing off the competition.
iPhone wins!
Photo: Ste Smith/Cult of Mac

Apple has beaten Samsung in the American Customer Satisfaction Index for 2016 — but only just. While both companies scored exactly the same in 2015, Apple managed to grab an extra point to claim first place all for itself this year.

Apple prides itself on achieving impressive customer satisfaction scores every year, and until recently, none of its rivals came close. But Samsung has been catching up in recent years, and with iPhone demand falling, it looked like the company may overtake.

Not this year! According to the latest American Customer Satisfaction Index, Apple scored 81 points in this year’s report — one more than last year. Samsung, on the other hand, scored 80 for the second year in a row.

That’s somewhat surprising when you consider that while iPhone demand falls, Samsung’s latest smartphones have been selling like hot cakes. What’s even more surprising is that Apple was the only smartphone maker to see a rise this year.

And yet, the average grade for smartphone vendors continues to rise. This year, the average reached 79 points — its highest to date — up from 78 the past two years, 76 in 2013, and 74 in 2012.

Motorola, which is now owned by Lenovo, claimed third sport this year, despite its score falling from 79 to 77. HTC grabbed fourth after its share fell from 77 to 75, and LG rounded out the top five with a score of 74.

Despite being unable to overtake Apple, Samsung still makes three of the top five smartphones for customer satisfaction. Its Galaxy Note takes the top spot, followed by the iPhone 6s Plus, while the Galaxy S6 edge+ and Galaxy Note 4 sit in third and fourth.



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