Samsung is the most trusted 5G smartphone brand in the US, the latest survey by the American Customer Satisfaction Index (ACSI) revealed. The Korean firm achieved a score of 81 out of 100 in customer satisfaction. Apple sits level with it at the top, with Google (80) and Motorola (76) closely following the duo.
This survey by ACSI sees customers rating their own devices. The goal is to evaluate customer satisfaction based on product quality, repair services, reliability, warranty coverage, and more. The latest study ranked Samsung No. 1 in overall quality, product quality, and service quality of 5G devices, making it the most trusted brand. The Korean tech behemoth also topped its competitors in “perceived value”. Samsung Galaxy devices have been America’s favorite smartphones several times in the past.
For the first time, the ACSI surveyed 5G and non-5G smartphone users separately. It found that users with a 5G device are happier or more satisfied than those without access to the speedier cellular network. “5G phones outpace non-5G phones by a score of 80 to 72,” the ACSI states in a press release. Apple led the customer satisfaction index for non-5G devices with a score of 78. Samsung (74) and Motorola (72) are the next two favorite brands. The combined index of all mobile devices has Apple (81) marginally leading Samsung (80).
Samsung has an expansive customer care network in the US
Independent research from Samsung found that 73 percent of smartphone buyers consider technical support as a key factor in their purchase decision. 89 percent of buyers also value the durability of a phone highly. To ensure customer satisfaction, the Korean firm provides an expansive service center network in the US.
According to the company, it currently has more than 10,000 Samsung Mobile-certified repair technicians nationwide. It covers over 80 percent of the US population with its more than 2,000 same-day Samsung Authorized Care locations. These service centers typically repair a damaged Galaxy device in less than two hours. Samsung also offers same-day service in over 700 UBreakiFix locations and over 200 Best Buy stores.
Additionally, Samsung operates more than 50 “We Come To You” vans that offer in-person service at your home. These vans serve service requests within a 30-60 minute drive from their hub. The company’s Mail-In repair service is available across all 50 states, while the Samsung Self-Repair program, which it launched last year in partnership with iFixit, is now available for 12 Galaxy devices, including phones, tablets, and PCs.
“Customers put a lot of consideration into their technology purchases. They want both peace of mind they are buying reliable devices that will work for their needs, as well as confidence that if something does go wrong, they have quality repair options,” said Mark Williams, Vice President of Customer Care at Samsung Electronics America. “This ACSI recognition is a testament to the investments Samsung has made to provide consumers value – in the products we manufacture and the convenient, expert customer care we offer.”