Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
UCS Invicta: Integrated Flash
Deploy flash memory technology to
deliver peak workload performance.

Find out more>>
Mobile Tech
Cisco UCS Invicta Series flash memory systems
Average Rating:
Rate this article:  
Did Samsung Really Beat Apple in Smartphone Satisfaction?
Did Samsung Really Beat Apple in Smartphone Satisfaction?

By Jennifer LeClaire
July 31, 2013 10:19AM

    Bookmark and Share
"What this shows us is that the relative gap between the iPhone and a lot of the Samsung devices has diminished over time and Apple as a premium provider needs to up its game when the iPhone 5S or 6 comes out. It's a wake up call for Apple," said Roger Entner, senior analyst at Recon Analytics.
 


Samsung clearly hit a home run with its Galaxy S III and Note II. Now, news headlines are proclaiming what Samsung wants to hear -- that it beat out Apple in the customer satisfaction realm. But is the survey accurate? And even if it's not, does it send a message to Apple?

According to the American Customer Satisfaction Index (ACSI), Samsung's flagship model for 2012, the S III, received a benchmark of 84 on a 0 to 100 scale. That beats Apple's iPhone 5 at 82. Meanwhile, another Samsung model, the Note II, shares the top of the list at 84. Galaxy S IV is not included because the ACSI study was fielded just prior to its launch.

The iPhone 4S matches its successor -- iPhone 5 -- with an ACSI score of 82. Apple's iPhone 4 is just a point below at 81. On the other hand, at a score of 78, customer satisfaction with the Galaxy S II, precursor to the S III, is lower.

A Wake Up Call for Apple

"Not only does Samsung edge ahead of all iPhones, Apple customers themselves don't see much difference between the iPhone 4, 4S or 5," said ACSI Director David VanAmburg. "The latest earnings report from Apple was better than expected, but the name of the game for Apple has always been innovation. Samsung, on the other hand, shows a strong upward ACSI trend from the Galaxy S II to the Galaxy S III. If the S IV performs as well -- or even better -- in the eyes of customers, Samsung could threaten Apple's dominance in overall customer satisfaction."

But Roger Entner, senior analyst at Recon Analytics, has some questions about the survey. He told us if ACSI asked 1,000 people then the margin of error is 3 percent and it would be a statistical tie between Apple and Samsung. The former Nielsen analyst said ACSI would have to ask more than 5,000 people if there is a meaningful difference.

"It worked out nicely for the headline, but what is interesting is that historically the iPhone was head above shoulders compared to the rest. What this shows us is that the relative gap between the iPhone and a lot of the Samsung devices has diminished over time and Apple as a premium provider needs to up its game when the iPhone 5S or 6 comes out," Entner said. "It's a wake-up call for Apple." (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:

Forrest Morgeson:

Posted: 2013-08-02 @ 1:56pm PT
"We would like to comment on the satisfaction advantage held by Samsung over Apple in our recent smartphone study. Roger Entner suggests that a sample of 5000 respondents would be needed to declare a significant difference between Apple and Samsung based on the reported satisfaction scores of 84 (Galaxy SIII) and 81 or 82 (iPhone 4, 4S and 5). Mr. Entner seems to assume that these are percentage scores and that ACSI uses a yes/no measure of satisfaction that yields imprecise estimates with large variance. In fact, ACSI uses a more precise multivariate method for estimating mean scores of satisfaction on a 0-100 scale. As such, the difference in scores between Samsung and Apple discussed in the story are indeed significantly different, in a statistical sense, with smaller samples.

Forrest V. Morgeson III, Ph.D.
Director of Research, ACSI"



Get Powerful App Acceleration with Cisco. In a world where time is money, you need to accelerate the speed at which data moves through your data center. Cisco UCS Invicta delivers powerful, easy-to-manage application acceleration for data-intensive workloads. So you can make decisions faster and outpace the competition. Learn More.


 Mobile Tech
1.   Android Hits 85% Market Share
2.   BBM Now Available on Windows Phone
3.   Smartphone Slowdown Hits Samsung
4.   Virgin Mobile Offers Custom Plans
5.   Asana Revamps Mobile App


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Ruling Against Microsoft Raises E-Mail Privacy Concern
Microsoft has been ordered to hand over e-mails to law enforcers in the United States as part of a criminal investigation, even though the e-mail is stored at a data center in Dublin,Ireland.
 
Twitter Buys Password Manager Startup Mitro
Following on the heels of another acquisition earlier this week, Twitter is adding to its fold a password-manager security startup called Mitro, which in turn is releasing its code as open source.
 
Government Requests for Customer Data Skyrocket
Requests for customer data from the government jumped 50 percent in the first half of 2014, according to Twitter, which received more than 2,000 requests for user info from gov't agencies.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | CRM Systems | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.