Apple Inc. (AAPL) Lags Behind Samsung In Customer Loyalty

Samsung Electronics Co., Ltd. (LON:BC94) (KRX:005930) has the maximum share of the smartphone market across the world followed by Apple. And now, it has been noticed that its customers have beaten those of Apple Inc. (NASDAQ:AAPL)’s in terms of loyalty.

Samsung customers more loyal than Apple

SurveyMonkey Customer loyalty by collecting and evaluating the data. Customer loyalty was then displayed through scores. The survey concluded that Samsung got better of Apple in terms of customer loyalty while Apple customers found that the customer service satisfaction was higher in comparison with Samsung customers.

The results were pretty surprising. On the customer loyalty meter, the South Korean electronics manufacturer got a score of 35 and Apple got only 28. To utter dismay, the software company Microsoft Corporation (NASDAQ:MSFT), got an extremely low score of -8 way below 19, which is the standard industry score.

Top position on the customer satisfaction index was secured by Apple Inc. (NASDAQ:AAPL) that scored 41% followed by Samsung Electronics Co., Ltd. (LON:BC94) (KRX:005930) and Microsoft with 25% and 19% positive ratings. None of the three companies could secure more than 75% positive rating which is the industry standard.

Survey numbers could help

The survey, which comprised of more than 5000 people, was an attempt to get the views on certain brands. The numbers were generated in the fourth-quarter as informed by CNET through a report.

Customer loyalty is a major concern for all the businesses, and is an important parameter in determining the brand value. It also gives an idea to the company as to how their product is received by the customers over a certain time duration. To get a reflection of loyalty that the customers have towards their favorite gadget manufacturers a survey has been conducted recently by the tech companies.

The consumer market is highly competitive, and has to deal with the phenomenon of consumer defection that is not only complex, but large as well The survey figures give us an insight into it. The tech companies can benefit from these findings by thoroughly analyzing their offerings and making the required improvements as per need. This could help them attain better than industry scores.