Samsung’s Galaxy S3 ‘marginally higher’ than Apple’s iPhone 5 in ACSI customer satisfaction

By , Jul 31, 2013

iPhone5_GS3

Imagine if you received a recommendation proclaiming you were marginally better than your competitors. Well, that’s the case with Samsung, which has two smartphones that scored “marginally higher” than the iPhone 4S and the iPhone 5 in a new customer sat survey, to use Tim Cook’s jargon talk.

Samsung’s 14-month-old Galaxy S3 and Galaxy Note II each scored 84 out of 100 – a full two points better than the nearly year-old iPhone 5 and the almost two-year-old iPhone 4S. Before you get too carried away with chants of ‘yeah two points!’

Let’s get to the details…

The American Customer Satisfaction Study Index (ACSI) is the organization’s first study of smartphone brands. As Forbes notes, “the marginally higher scores of the Galaxy phones come at a time when Apple’s iPhones are nearly due for a refresh”.

Just what about the two Samsung products which caught the eye of customers?

First was the larger screen size, according to ACSI Director David VanAmburg. Price was also mentioned. The findings are newsworthy due to the traditional poor showing by Samsung and the overall Android class of smartphones when it comes to customer satisfaction.

For Samsung, the survey was a nice poke in the eye after Apple’s iPhone and iPad both were just deemed best by South Korean consumers – in the Galaxy maker’s hometown of Seoul.

The survey’s director had an interesting explanation of why Samsung usually scores lower in these customer surveys: feature phones. Yes, Samsung is viewed badly by consumers because its feature phones act like an anchor on the brand.

It couldn’t just be that Apple makes better smartphones, nah, couldn’t be that simple.

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  • pauleebe

    S3 vs iPhone 5 is a fair comparison, because the S3 came out before the 5. The S3 is a great device, and I’m happy it’s in the market. It will force Apple to be more innovative and competitive

    • Gorgonphone

      no he dan S3 was killed but the 4S a looooong time ago why are folks even talking about the S3 at all.?

  • mehrab

    This. Wow is this for real? The gs3 is the worst android i owned

    • Gorgonphone

      exactly

  • VATekMan

    It is so funny to read this article and then read the one from a year ago where iPhone was on top. The article from a year ago talks about how this survey shows Apple’s dominance. Now this year, I guess it does not matter…

    One very interesting quote from the article: “Apple customers themselves don’t see much difference between the iPhone 4, 4S or 5″

    • Pitchy

      My wife has didn’t want to get the 5 because she was like all it is is a stretched out 4S. She didn’t even want to get the 4S because she couldn’t see the point going from the 4 to the 4S, but she is considering the next one this time. I know a lot of people who didn’t see a point going from the 4 to the 4S, or the 4S to the 5. Camera upgrade was the only thing that is a selling point to my wife.

  • abdullah575

    but with ios 7 is amazing !!!

    • @dongiuj

      Now get back to the article.

    • Bunna Chea

      Really because iOS 7 just copy most of the thing from android and jailbreak community

      • Evan_Beezy

        Doesn’t android just copy things from rooting and ui apps

  • MarcPhilippeB

    Remember what Steve Jobs said in 1995. You can replace Microsoft by Samsung.

    “The only problem with Microsoft is that they just have no taste. They have absolutely no taste, and I don’t mean that in a small way, I mean that in a big way. They don’t think of original ideas and they don’t bring much culture into their product. You say, why is that important? Proportionally spaced fonts come from type-setting and beautiful books, that’s where one gets the idea. If it weren’t for the Mac, they would never have that in their products. So I’m saddened—not by Microsoft’s success, I have no problem with their success. They’ve earned their success, for the most part. I have a problem with the fact that they just make really third-rate products. Their products have no spirit to them. They have no spirit of enlightenment about them. They are very pedestrian. And the sad part is that a lot of customers don’t have a lot of that spirit either. But the way we’re gonna ratchet up our species is to take the best and spread it around everybody so that everybody grows up with better things and starts to understand the subtlety of these better things. And Microsoft’s just McDonald’s.”

    • Pitchy

      Have you not seen the S4? It does things that seem so far ahead of what Apple is doing. They have brought a lot of culture to it. Air Gestures, IR remote for controlling your TV, Group Play, screen mirroring and DLNA… then seamlessly doing things with NFC like sending photos from device to device by tapping them together.

      I look at the S4 and the iPhone just feels antiquated. Apple hasn’t done much innovating lately. Flat icons is not a feature I am excited about. I want to wave my hand over the phone to answer it when I am busy cooking and don’t want to touch my phone.

      Name one feature that the iPhone has come out with over the last few years that seems truly original and innovative?

      The only thing now that seems to put the favor in iPhone’s corner is stability and I sacrifice that with the jailbreak in order to do more than what Apple wants to let you do.

      • Dan

        wrong site to post stuff like that

      • @dongiuj

        Not if the writers repeatedly talk about android, it’s not.

      • Dan

        Yeah but you get blasted by fanboys over here for being objective

      • @dongiuj

        For real.

      • Pitchy

        What? Pointing out that Apple needs to finally play catch-up? I love a lot of my Apple products, but they aren’t impressing me now like they once did.

      • Dan

        I agree 100%

      • MarcPhilippeB

        Functions are not equal to culture. Infact, you’re already starting at the wrong end.

      • Pitchy

        I would beg to differ and propose that functions and features as they become commonplace, become part of the culture. Relying on being elitist and hip and belittling those who truly think different does not bode will for the culture that once was.

      • mehrab

        Its not about the features

      • Ryan Stack

        ha air gestures. I’ve never seen a more useless feature.

      • Bunna Chea

        Have you ever washing dishes and your phone ring. You then have to wait or wipe your hand with your shirt to answer the phone because you afraid the water will get into the phone. If apple was the one implement the feature. You would think it great

      • Pitchy

        I would bet my soul that if Apple did it first and it was iPhone exclusive, you would think it was the greatest thing ever.

      • Ryan Stack

        probably not. it’s a stupid feature no matter who implements it

      • Ted Forbes

        What if you have some 10lbs blocks in your hand?

      • Evan_Beezy

        I love playing a song in the Samsung music app and going around to only my GS4 toting friends and touching phones to play jamz through the tinny phone speaker. But AirPlay will be better…

  • Dan

    I’m pretty surprised about the GS3, I found it very laggy and was disapointed pretty quickly.

    I’m extremely satisfied with the Note 2 though, no complaints, looking forward to seeing what the Note 3 looks like.

    • MarcPhilippeB

      Never tested a Note 2 extensively but you’re reflecting my thoughts on the Galaxy S3.

      • Evan_Beezy

        My dads GS3 lags a lot and is not very responsive. I would describe IOSs responsiveness as being more organic, the GS3 just feels artificial in real general use, I can tell its a computer Trying to recognize my inputs

    • Pitchy

      Did you remove a lot of the Samsung widgets and turn off Power Saver? I know that has helped a few of the people I work with who said the same thing… plus running another rom really speeds things up.

      • Dan

        I was using rooted debloated stock with power saver turned off. I ended up giving it to the wife and got Note 2 :)

      • D.

        When I used the GS3 for about 2 months, I used the Liquid Smooth ROM. Made a huge difference.

  • Royce Otero

    Some s4 features look like they was copied from tweaks in jailbreak. The s4 to me has a nice big screen but that’s all I find interesting . Ain’t know way in hell I would use air gestures or that eye vision crap. It’s nice just to show off that’s about it.

    • Evan_Beezy

      You realize trying to use it with wet hands in a clutch situation isn’t so useful when u have to turn it on in settings because it was originally off because you don’t want drain on your battery

  • n0ahcruz3

    These people were paid by Sammy. ;)

  • @dongiuj

    Some people can’t EVEN face facts!

  • Ted Forbes

    No matter what most ppl just aint gonna change no matter what. The Apple will always be better than the apple seed (galaxy, etc).