Samsung topples Apple in smartphone market: survey

by CXOtoday News Desk    Aug 01, 2013


The new survey by American Customer Satisfaction Index, had some new insight in the smartphone market. Customers ranked Samsung Galaxy S III and Galaxy Note II at 84 out of 100, while Apple’s iPhone 5 achieved an 82 and iPhone 4S, an 81. The latest model of Samsung, the Galaxy S4 wasn’t included in the survey as it was launched after the survey was completed.

The other smartphones following close at the heels of Samsung, were Motorola Droid Razr Maxx HD, 80; Samsung Galaxy S II, 78; Motorola Droid Razr, 77; BlackBerry Curve, 67; and BlackBerry Bold, 64.

David VanAmburg, ACSI director said in a statement, “If the Galaxy S4 performs well or even better in the eyes of customers, Samsung could threaten Apple’s dominance in overall customer satisfaction.”

This shows that Samsung has managed to topple Apple’s dominance in the smartphone market with customers claiming no such difference in satisfaction between iPhone 4S and 5 models. However, Customers showed a marked increase in customer satisfaction with Galaxy S II (rated 78), which was released in 2011, to the Galaxy S III (rated 84), released in 2012.

The ASCI ratings for July were based on a survey of 4,112 users between Jan. 21 and March 17. The initial ACSI was done in May with twice the number of customers, which showed Apple to be the dominant player in the market, the latest survey is an expansion of the same.