Samsung Newsroom U.S.
Samsung Global Newsroom Samsung Global Newsroom
BackBack to Corporate

Samsung Scores #1 in Customer Satisfaction and Overall Service Quality for 5G Mobile Devices

Samsung se Posiciona como el #1 en Satisfacción al Cliente y Calidad de Servicio en General para Móviles 5G

5/14/2024

When it comes to mobile devices, consumers put a lot of consideration into their purchase, often driven by price, product quality and a good reputation for customer care. In fact, 9 out of 10 smartphone customers are more likely to buy from a brand that offers good customer service.1

Underscoring the company’s efforts in product quality and service, Samsung Electronics America achieved #1 customer satisfaction and #1 overall service quality among 5G mobile devices in the 2024 American Customer Satisfaction Index Survey. The Index is based on customer ratings of their own mobile devices and identifies the industry leaders they recognize for excellence in product and service quality. Among 5G phones, Samsung also achieved top scores for overall quality, product quality, and screen performance.

“People remember when you take care of them. That’s why we’re investing so deeply in our customer care experience to help them get back up and running faster when the unexpected happens,” said Mark Williams, Vice President of Customer Care at Samsung Electronics America. “We’re proud that the ACSI results show how our customers recognize not only Samsung’s commitment to going above and beyond for them, but also the high quality of our mobile devices.”

Convenient Care in More Locations & Languages

According to Samsung research, 76% of people say easy access to customer service and speedy solutions are the top factors that impact their decision to buy a new product.2 Over the past several years, Samsung has grown its service network, achieving #1 Quality and Service Coverage in the U.S. for mobile devices.3 Today, more than 9,000 Samsung Mobile-certified technicians in the U.S. offer convenient walk-in, mail-in and We Come to You repair options.

In 2024, we’ll build upon our Batteries Plus partnership to offer even more convenient in-warranty walk-in service for Galaxy smartphone repairs, often completed on the same day. We will work with our partners to scale the number of Samsung Authorized Care locations even more to cover 84% of the U.S. population with same-day in-warranty mobile repair, prioritizing places that do not have existing Samsung Care options and enabling more people to conveniently access quality care in the towns where they live and work.

Samsung_Care_Walk-In_Location-6

“It is an honor to celebrate alongside Samsung as these results are not just an acknowledgment of their commitment to excellence, but a testament to the collaborative efforts shared among partners like Batteries Plus,” said Derek Detenber, Chief Marketing and Merchandising Officer of Batteries Plus. “At Batteries Plus, our goal is to continually foster strong relationships between partners and consumers alike, ensuring that every interaction in our stores reflects our commitment to service and satisfaction.”

In addition to convenience and speed, 73% of people say that, when it comes to customer satisfaction, having easily accessible live support with representatives.4 To provide faster access on-the-go, Samsung customers can access Samsung Care via SMS text messaging to 1 800 SAMSUNG. Since 2023, we’ve engaged in over 3.5 million conversations via text message, assisting more than 530,000 customers with their product care needs. With just a simple text, customers can reach a live representative 24/7 from wherever they are, reducing long wait times or multiple calls. The conversation can be paused and restarted at the customer’s convenience, and the information is saved in the chat so it doesn’t need to be repeated each time.

Additionally, Samsung is enhancing the care experience even more by extending SMS text messaging capabilities to include Spanish language support through AI translation services. Now, Samsung Care is able to quickly recognize and translate conversations between Spanish-speaking customers and English-speaking representatives to offer better support to more people. The offering received a 2024 Excellence in Customer Service Award from Business Intelligence Group and a Gold Award for Innovation in Customer Service from the 2024 Stevie Awards.

For more on Samsung Care, visit Samsung.com.

Need support from the Samsung Care Team? Visit the Samsung Care YouTube Channel, check out the Samsung Members App and Samsung Communities or call or text 1-800-SAMSUNG to start a conversation with a Samsung Care representative.

About 2024 American Customer Satisfaction Index (ACSI®) Survey
The ACSI survey is the nation’s only cross-industry measure of customer satisfaction. Since 1994, the survey has been recognized as a leader in analyzing consumer sentiment about the products and services used most often. Between April 2023 and March 2024, the ACSI Cell Phone Manufacturer Study surveyed over 4,000 U.S. consumers who recently purchased mobile phones to evaluate the quality of their experiences.
1 Based on internal Samsung research, March 2024
2 Based on internal Samsung research, March 2024
3 Among leading smart phone manufacturers (in-warranty authorized locations only); based on population within 30 min. drive of walk-in service center or home van service center ($30 home van service fee).
4 Based on internal Samsung research, March 2024

Press Kit

3 Items
898.48 KB
Images.zip (2) - 893.19 KB
Article.txt - 5.29 KB

Media Contact

Corporate Communications (US)
corp.comm@sea.samsung.com

* Required Field

Sign Up to Receive the
Latest Samsung News.