Have Samsung’s strenuous efforts at tipping Apple off the pole position in the smart phone market finally paid off? You may tend to believe so going by a new American Customer Satisfaction Index (ASCI) Report according to which customers of Samsung phones have returned a higher satisfaction rating than the users of Apple’s iPhone 6. According to the report, it was also suggested that Samsung’s latest offering, the Galaxy S5 smartphone, rated the highest in terms of customer satisfaction in the U.S. in 2014. The report suggested that Samsung scored an overall rating of 81 over Apple’s 79. This had almost uplifted the spirits of all Apple-bashers.
However, the only thing wrong about the above report is that it was released in May 2014, when Apple’s iPhone 6 had not released yet. Moreover, if a report had been released in May, 2014, it will be unfair to claim the satisfaction rating for only half the year as the rating for the full year, especially because there have been several developments since then. ASCI’s report released in May, 2014 can be accessed on their website (www.theacsi.org).
Indeed, it will be interesting to see how the ASCI report for May, 2015 compares Samsung and Apple on the aspect of customer satisfaction. Although it can be predicted that Samsung may not continue to rule the roost like the year before, as Samsung suffered quite a few setbacks in the period following May, 2014. To begin with, Samsung could not translate the S5 into a strong competitor and a revenue maximiser because the Galaxy S5’s sales were nowhere near the targets arrived at by Samsung’s predictions.
Samsung also reported a humongous loss in its account books by registering a whopping 60% cut in its profit from its smartphone division, even as its operating losses stood at a threatening $3.8 billion. On the other hand, the iPhone 6 was also not far from controversy, with many users complaining about the large screen device is bending inside pockets. This received a lot of negative publicity for the Cupertino tech giant.
At this stage it must be stated that several click-bait sites wrongly reported that Samsung’s S5 scored higher over iPhone 6 by referencing older data. If at all one needs to know where Samsung stands vis-à-vis iPhone 6, one may have to wait till the next edition of ASCI’s report.