Apple No Longer at the Top of American Customer Satisfaction Index After Two Decades; Find Out Who Replaced Them

Apple, the long-standing champion of the American Customer Satisfaction Index (ACSI) for Personal Computers (PCs), has finally been matched by its main smartphone competitor, Samsung. The ACSI evaluates customer satisfaction across three categories: personal computers, major household appliances, and televisions. This assessment considers various factors such as device performance, app/software availability, accessories, features, and even call center satisfaction, providing a comprehensive evaluation of the overall user experience.

Samsung joins Apple at the ACSI Summit

The latest report revealed that Apple has been the sole winner in this category for the past 20 years, but has now been joined at the top of the American customer satisfaction index by its fierce tech rival Samsung. The report was based on more than 14,000 responses from customers randomly selected between July 2022 and June 2023.

Apple received 83 points for Mac and iPad, which is 1 point more than last year. However, it still wasn’t enough to make it the only winner in this category, as Samsung also scored the same after jumping 2 points from last year.

According to the report, desktop users are the most satisfied with 84 points, followed by users of laptops (80 points) and tablet users (76 points). There is a difference of 5 points between the highest scores of Apple and Samsung (a total of 83 points) and the lowest scores of Amazon, Asus, Lenovo and All others (78 points).

Customer experience grew in several trends such as design, graphics and sound quality, app availability, ease of use, accessory availability, processor speed and features. However, it was lower than last year for call center and website satisfaction.

In terms of the ability to keep system crashes to a minimum, the score remains the same as last year.

Shockingly, tablet users were most dissatisfied with ease of use, with a low customer satisfaction score of 74, despite having an all-touch screen. Moreover, they were not satisfied with the features offered.

The companies that participated in the survey were Apple, Samsung, Dell, HP, Acer, Amazon, Asus, Lenovo and other brands.