Every year, the ACSI (American Customer Satisfaction Index) studies the consumer electronics market in the US and reports its findings about customer satisfaction with a particular product category or brand. One of those product categories is personal computers, which includes tablets, laptops, and desktops. For the last twenty years, Apple has scored the highest customer satisfaction points in the personal computer space. Well, not anymore, as Samsung has finally caught up to Apple.
In ACSI's 2022-2023 House Appliance and Electronics Study, Samsung scored 83 points in the personal computing space for customer satisfaction, and it tied with Apple on this metric. That means people in the US are now as satisfied with Samsung’s Galaxy Tab and Galaxy Book devices as they are with Apple’s iPad, MacBook, iMac, Mac Mini, Mac Studio, and Mac Pro products. That’s a huge achievement for the South Korean tech giant. Dell and HP are in the second position with 81 points, and Acer at third (78 points).
According to ACSI, the satisfaction of customers with personal computers in general has decreased significantly from last year to this year. Despite that, the satisfaction of customers with Samsung’s personal computing devices has increased. ASCI hasn’t mentioned what exactly improved Samsung’s customer satisfaction scores in the personal computing space. However, if we had to take a guess, we’d say that the credit goes to the recently launched Galaxy Tab S9 series tablets and the Galaxy Book 3 series laptops.
The Galaxy Tab S9, Galaxy Tab S9+, and Galaxy Tab S9 Ultra feature an OLED display and an IP68 rating for water and dust resistance, which is something that no Apple iPad offers, giving Samsung an upper hand. Plus, Samsung’s tablets are more affordable than Apple’s. The Galaxy Book 3 lineup, on the other hand, is a huge improvement from the Galaxy Book 2 series, offering significantly improved performance and a great set of features at an affordable price. In fact, a few Galaxy Book 3 models offer the best set of hardware in their price category.
While Samsung has come a long way in the US with regard to customer satisfaction, the company doesn't seem to be doing so well in India. Samsung’s customers in India aren’t happy with the company’s customer service. According to reports from multiple people, Samsung's service centers aren't repairing the devices properly and taking a very long turnaround time for repairs and replacements. However, the company says that it has taken the feedback and promises to make necessary changes to do better in the future.