Apple Leads in Customer Happiness Rankings, as Samsung Closes Distance

Apple Leads in Customer Happiness Rankings, as Samsung Closes Distance – Insights

Courtesy of Walmart

Apple Macs have topped a consumer electronic ‘satisfaction’ index - but Samsung’s hardware has also taken a step closer to the top.

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The 2021-2022 The American Customer Satisfaction Index (ASCI) Household Appliance and Electronics study details how American customers generally feel about a range of personal electronics and household appliances.

Apple takes the lead for the PC category (which includes desktops, laptops and tablets) with an ACSI score of 82 (out of 100), the same score as last year. Apple had about 7% of the PC market in the second quarter of this year, according to research by IDC . Close behind is Samsung at 81, a 3% increase from last year. Amazon jumped to 79 in this category, a 7% increase from 2021. Among the leading brands HP fell to 78, a 3% decrease from last year.

People are slightly more satisfied with desktops (80) than laptops (79), and tablets (79) in 2022 than they were in 2021, the study found, as tablets increased from a 76 to 79 between 2021 and 2022.

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User satisfaction with PCs is split into eight benchmarks and categorized by device type: design, graphics and sound quality, processor speed, minimal crashes, availability of accessories, ease of operation, features, and software and app availability. In every category, desktops scored higher than laptops and tablets.

Desktop and laptop software scored 78, a 1% increase from 2021. Other software providers are responsible for this growth, as Microsoft saw a 4% decrease from last year to 73. Other providers in the industry increased 3% from last year to 79, widening the gap between Microsoft and smaller software vendors.

Overall, customer satisfaction with household appliances increased 1%, from 78 in 2021 to 79 this year. Customers preferred LG over any other household appliance manufacturer, as the company saw a 3% increase to 81 compared to last year’s 79.

Tied for second place are Electrolux (1% increase), Haier (1% increase), Samsung (1% decrease), and Whirlpool (3% increase), leaving Bosch at the bottom with a 75 (1% increase).

Customers were most satisfied with LG appliances; the manufacturer scored highest for dryers (84), ovens (82), refrigerators (80), and dishwashers (79).

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Ten categories determine a household appliance score: durability, exterior design, mobile app quality, mobile app reliability, website satisfaction, quality of service technicians, warranty coverage, service repair outcome, timeliness of service repair, and ease of arranging service.

Customer satisfaction increased in every category except warranty coverage, which received a 78 in 2021 and 2022.

Customers placed Samsung first in satisfaction, giving the company a score of 83, a 3% lead over LG (80) and TCL (80). Overall, customers rated satisfaction with televisions at 80 in 2022.

TV benchmarks people were most satisfied with were screen size (85), image quality (84), ease of setup (83), connectivity (82), and durability (82).

Overall, people were satisfied with household appliances, electronics, and computer software this year, as all categories scored over 75. Televisions scored 80, tied at the top of the Index with food manufacturing and full-service restaurants. PCs and household appliances tied at 79, and computer software 1% below at 78.