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...
Advertisement
Free Gartner Report:
Drive innovation & collaboration
with the "Everyone's IT" approach.

View the research report
Personal Tech
DDoS Protection Powered By Verisign
Average Rating:
Rate this article:  
Did Samsung Really Beat Apple in Smartphone Satisfaction?

Did Samsung Really Beat Apple in Smartphone Satisfaction?
By Jennifer LeClaire

Share
Share on Facebook Share on Twitter Share on Linkedin Share on Google Plus

"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.


 Personal Tech
1.   Bounty Offered for Oculus Rift Bugs
2.   Glass Adds Voice Access to Contacts
3.   Foursquare: All Customer Experience
4.   Sony Intros 'Album of the Day' App
5.   DogVacay Captures Better Dog Pics


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

Network Security Spotlight
Researchers Find Malicious Android Apps Can Hack Gmail
A new study shows that a weakness in the Android mobile operating system can be used to steal sensitive, personal info from unwitting users. Gmail proved to be the easiest app to attack; Amazon, the hardest.
 
UPS Stores in 24 States Hit by Data Breach
Big Brown has been breached. UPS said that about 105,000 customer transactions at 51 of its UPS Store locations in 24 states could have been compromised between January and August.
 
Cost of Target Data Breach: $148 Million Plus Loss of Trust
The now infamous Target data breach is still costing the company -- and its shareholders -- plenty. In fact, the retailing giant forecast the December 2013 incident cost shareholders $148 million.
 

Enterprise Hardware Spotlight
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 
Feds OK $2.3 Billion IBM-Lenovo x86 Server Deal
IBM and Lenovo are celebrating U.S. approval of their x86-based server deal, having cleared some major security hurdles. The deal makes Lenovo a major player for enterprise data centers.
 
Three New Lenovo PCs Aimed at Business Users
With businesses wanting computing solutions that do more for less money, Lenovo has unveiled three new desktop PCs that it says offer solid computing at a budget-minded price.
 

Mobile Technology Spotlight
Screen Shortage Briefly Puts Brakes on iPhone 6
RAM? Check. Antenna switch? Check. Screen? Oops. Parts suppliers for Apple have found themselves facing a shortage of screens for the new iPhone 6 as next month's release date for the new smartphone looms.
 
Bounty Offered to Coders for Oculus Rift Bugs
Coders who find bugs in software for the Oculus Rift VR immersive headset could receive a reward of at least $500 under Facebook's White Hat bounty program. Facebook acquired Oculus in March.
 
Google Glass Adds Voice Access to Phone Contacts
The latest update to Google Glass will let users access their top 20 phone contacts with voice commands alone. A user can then choose a phone call, Google hangouts, e-mail or text messaging.
 

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.