Study Shows Two-thirds of Shoppers Choose Brands with Great Service

Technology is becoming increasingly embedded in everyday life, and consumers expect seamless support throughout the ownership experience. Two-thirds (66%) of consumers say brands with outstanding customer service play an important role in deciding where to shop.¹ As expectations for transparency, reliability and personalized support continue to rise, customer care is now a critical part of the overall device experience.

Consumer expectations are also evolving alongside advances in AI. Today’s users want experiences that are intuitive, seamless and easy to navigate, from the devices they use to the support they receive. With Samsung Care, customers can stay informed and in control throughout the ownership journey long after they’ve unboxed their device.

Underscoring the company’s continued focus on performance, service quality, and end-to-end customer experience, Samsung’s Mobile eXperience (MX) Customer Care has been ranked #1 in overall customer satisfaction for mobile devices in the 2026 American Customer Satisfaction Index Survey (ACSI®)²  – marking the third consecutive year the company has led the category. Surveying thousands of U.S. consumers from April 2025 to March 2026, ACSI is the nation’s leading authority on customer satisfaction.

The ACSI survey, which measures customer evaluations of their own devices, ranked Samsung #1 not only in overall customer satisfaction, but also across a wide range of the attributes that matter most to today’s mobile users. Samsung earned top scores in key areas, including service quality, performance, battery life, design, call and text quality, ease of use, and screen durability, as well as broader measures like product quality, perceived value, and overall quality.

Samsung also ranked #1 for the performance of AI features, reflecting the growing role of on-device intelligence in delivering faster, more intuitive everyday experiences. Among younger consumers, Samsung continues to stand out. In the Gen Z segment, Samsung earned top scores across key drivers, including battery life, speed, and performance, AI feature performance, screen durability, warranty coverage, and service quality, underscoring strong alignment with the expectations of a new generation of mobile users.

AI innovation is deeply integrated across Galaxy devices. Galaxy AI is available on more than 400 million devices worldwide, and AI features on Samsung Galaxy phones, including S and Z series devices, have become a key part of the Galaxy experience — around 80% of users have tried the features, and more than two-thirds use them regularly. Features like Live Translate, Note Assist and Photo Assist help users save time, stay organized and enhance content.

“Samsung’s continued leadership in the ACSI study reflects strong performance across the factors that matter most to customers – from product quality and reliability to service,” said Matt Browning, CEO at the ACSI. “Samsung also stood out for AI feature performance and with younger consumers, highlighting how expectations are shifting toward more intuitive, experience-driven technology.”

Bringing More Visibility & Simplicity to Samsung Care

Expectations for service and transparency are rising – and Samsung Care is evolving to meet them. To give customers more visibility and control, Samsung introduced a streamlined repair tracking portal with real-time updates from intake through return. In one place, customers can check repair status, view warranty coverage, review details, and complete payments for out-of-warranty service. By simplifying the process and making updates easy to access, Samsung is helping customers stay informed, connected, and confident throughout the repair experience.

Samsung is also applying AI to enhance customer care, introducing predictive diagnostics, smarter self-service tools, and performance-based alerts that help reduce downtime, speed resolution, and deliver more personalized support. For example, AI-powered diagnostics can identify potential device issues early and guide customers through simple fixes before a problem escalates – while real-time alerts and guided support help ensure faster, more efficient service when repairs are needed.

“Earning the #1 ranking in customer satisfaction for the third year in a row reflects our focus on delivering a complete experience – not just powerful devices, but the service and support that come with them,” said Chris Marquez, Senior Vice President, Customer Care at Samsung Electronics America. “As customer expectations continue to evolve, we’re investing in smarter, more transparent and more personalized ways to support our customers, from AI-powered tools to real-time service updates, so they can stay connected with confidence.”

Why Customers Choose Samsung Care

Customers choose Samsung Care for an experience that goes beyond the device itself – one that’s fast, reliable, and flexible. It’s designed to make getting support simple, so customers can get help when and how they need it.

Convenient, Fast Service When You Need It: Samsung Care is designed for real life – whether you’re on the go, at home, or somewhere in between.

• Same-day repairs available to most U.S. customers
• Mail-in service accessible nationwide
• 860+ repair locations and 2,500 certified technicians across the country
• Walk-in repairs typically completed within two hours
• “We Come to You” mobile repair service, where certified technicians travel to your home, office, or preferred location for on-site service

Quality You Can Count On: Every repair is backed by Samsung’s commitment to quality and care.

• All repairs completed by certified technicians
• Genuine Samsung parts used every time
• Every device undergoes a 70-point diagnostic test
• 90-day repair warranty for added peace of mind

Flexible Options, Personalized Support: Support should be simple and accessible and Samsung Care meets customers where they are.

• In-store, mail-in, or at-home repair options
• More than 200 million SMS messages exchanged with customers since 2021
• 24/7 support through the Samsung Care YouTube channel, Samsung Members app, and Samsung Communities

Looking for more news or need additional support from the Samsung Care team? Visit the Samsung Care YouTube Channel, check out the Samsung Members App, and Samsung Communities, or text us any time by messaging 1-800-SAMSUNG to start a conversation with a Samsung Care Pro.

1 Source: Q3 2025 Kantar U.S. Monitor Survey. Consumers 18+;

2 Source: 2026 ACSI® Survey of customers rating their own cell phone manufacturer. #1 Customer satisfaction shared with one other. ACSI and its logo are registered trademarks of the ACSI. For more about the ACSI, visit www.theacsi.org.