{"id":58955,"date":"2023-05-16T08:45:56","date_gmt":"2023-05-16T12:45:56","guid":{"rendered":"https:\/\/news.samsung.com\/us\/?p=58955"},"modified":"2024-03-05T14:10:41","modified_gmt":"2024-03-05T19:10:41","slug":"samsung-ranks-1-in-customer-satisfaction-by-acsi-for-5g-mobile-devices","status":"publish","type":"post","link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/samsung-ranks-number-one-customer-satisfaction-acsi-5g-mobile-devices\/","title":{"rendered":"Samsung Ranks #1 in Customer Satisfaction by ACSI\u00ae for 5G Mobile Devices"},"content":{"rendered":"<p><a href=\"https:\/\/www.samsung.com\/us\/\" target=\"_blank\" rel=\"noopener\">Samsung Electronics America<\/a> has been ranked #1 for customer satisfaction among <a href=\"https:\/\/www.samsung.com\/us\/smartphones\/\" target=\"_blank\" rel=\"noopener\">5G mobile devices<\/a> in the 2023 <a href=\"https:\/\/www.theacsi.org\/\" target=\"_blank\" rel=\"noopener\">American Customer Satisfaction Index<\/a> Survey (ACSI\u00ae). The Index, which surveys customers rating their own mobile devices, recognizes industry leaders for their excellence in product quality, service repair, mobile app reliability and warranty coverage.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-59168\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/acsi_logo-RGB-hi-res.jpg\" alt=\"american-customer-satisfaction-index-acsi-logo\" width=\"2122\" height=\"1582\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155801\/acsi_logo-RGB-hi-res.jpg 2122w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155801\/acsi_logo-RGB-hi-res-600x447.jpg 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155801\/acsi_logo-RGB-hi-res-950x708.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155801\/acsi_logo-RGB-hi-res-1536x1145.jpg 1536w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155801\/acsi_logo-RGB-hi-res-2048x1527.jpg 2048w\" sizes=\"auto, (max-width: 2122px) 100vw, 2122px\" \/><\/p>\n<p>According to Samsung research, 73% of consumers shopping for a new smartphone indicated that technical support was a key factor in their purchase decision. 89% stated that durability was also an important consideration.<a href=\"#_ftn1\" name=\"_ftnref1\"><sup>1<\/sup><\/a>\u00a0 In addition to customer satisfaction, ACSI ranked Samsung #1 among <a href=\"https:\/\/www.samsung.com\/us\/smartphones\/\" target=\"_blank\" rel=\"noopener\">5G phones<\/a> in overall quality, product quality and service quality<sup>1<\/sup>. The company also ranked #1 in perceived value among overall brand comparisons.<\/p>\n<p>\u201cCustomers put a lot of consideration into their technology purchases. They want both peace of mind they are buying reliable devices that will work for their needs, as well as confidence that if something does go wrong, they have quality repair options,\u201d said Mark Williams, Vice President of Customer Care at Samsung Electronics America. \u201cThis ACSI recognition is a testament to the investments Samsung has made to provide consumers value \u2013 in the products we manufacture and the convenient, expert customer care we offer.\u201d<\/p>\n\n\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"embedded recommended recommended-post\">\n\t\t\t<div class=\"embedded-inner\">\n\t\t\t\t<div class=\"card-badge\">\n\t\t\t\t\t<p>Recommended News<\/p>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"recommended-card\">\n\t\t\t\t\t<a href=\"https:\/\/news.samsung.com\/us\/inside-look-mobile-device-repair-journey-samsung-care\/?r=true&#038;referrer=usnewsroom\" target=\"_blank\" class=\"recommended-news\" aria-label=\"An Inside Look into Your Mobile Device Repair Journey \u2013 Learn More\">\n\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15125649\/Samsung_Care_Walk-In_Location-5-scaled.jpg\" alt=\"Learn More: An Inside Look into Your Mobile Device Repair Journey\">\n\t\t\t\t\t\t<div class=\"details\">\n\t\t\t\t\t\t\t<div class=\"details-inner\">\n\t\t\t\t\t\t\t\t<h4>An Inside Look into Your Mobile Device Repair Journey<\/h4>\n\t\t\t\t\t\t\t\t<p>Learn More<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"article-content\">\n\t\t<div class=\"article-body\">\n<p>The ACSI survey is the nation\u2019s 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 2022 and March 2023, 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.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-59178\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/Samsung_Care_Mail-In_Facility-5-scaled.jpg\" alt=\"care-mail-in-facility-mobile-repair\" width=\"2560\" height=\"1440\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-scaled.jpg 2560w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-600x338.jpg 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-950x534.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-1536x864.jpg 1536w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-2048x1152.jpg 2048w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15161006\/Samsung_Care_Mail-In_Facility-5-438x245.jpg 438w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><a name=\"coverage\"><\/a><\/p>\n<h5><strong>Samsung Care: Going the Extra Mile for Consumers<\/strong><\/h5>\n<p>Samsung provides #1 Service Center Network Coverage in the US for mobile devices.<a href=\"#_ftn2\" name=\"_ftnref2\"><sup>2<\/sup><\/a>\u00a0Through <a href=\"https:\/\/www.samsung.com\/us\/support\/find-mobile-care\/\" target=\"_blank\" rel=\"noopener\">Samsung\u2019s robust care network<\/a>, customers have access to:<\/p>\n<ul>\n<li>Over 10,000 Samsung Mobile certified repair technicians in the U.S.<\/li>\n<li>More than 2,000 <a href=\"https:\/\/www.samsung.com\/us\/support\/service\/locations\/\" target=\"_blank\" rel=\"noopener\">same-day Samsung Authorized Care locations<\/a>, covering more than 80% of the U.S. population for mobile product repair with a typical repair time of two hours or less.<\/li>\n<li>700+ <a href=\"https:\/\/news.samsung.com\/us\/samsung-partners-in-sustainability-ubreakifix-global-recycling-day-2023\" target=\"_blank\" rel=\"noopener\">UBreakiFix locations<\/a> and 200+ Best Buy stores nationwide, which offer same-day service support<\/li>\n<li>More than 450 \u2018We Come To You\u2019 vans offering in-person service within a 30-60 minute drive.<\/li>\n<li>Nationwide coverage across all 50 states to all mobile customers to get a repair performed via our Mail-In process.<\/li>\n<li>The <a href=\"https:\/\/www.samsung.com\/us\/support\/self-repair\/\" target=\"_blank\" rel=\"noopener\">Samsung Self-Repair program<\/a>, in partnership with iFixit, which available for <a href=\"https:\/\/news.samsung.com\/us\/samsung-expands-self-repair-program-galaxy-pcs-extra-mile-consumers-care\" target=\"_blank\" rel=\"noopener\">12 phone, tablet and PC models<\/a><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-59147\" src=\"https:\/\/news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/Samsung_Care_Van-10-scaled.jpg\" alt=\"samsung-care-we-come-to-you-van\" width=\"2560\" height=\"1708\" srcset=\"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15130230\/Samsung_Care_Van-10-scaled.jpg 2560w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15130230\/Samsung_Care_Van-10-600x400.jpg 600w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15130230\/Samsung_Care_Van-10-950x634.jpg 950w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15130230\/Samsung_Care_Van-10-1536x1025.jpg 1536w, https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15130230\/Samsung_Care_Van-10-2048x1366.jpg 2048w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/p>\n<h5><strong>Expanded Digital Care Options<\/strong><\/h5>\n<p>Over the past several years, Samsung has invested in the digital transformation of Care response and technical training centers to offer faster and more convenient access. This includes enabling people to contact Samsung Care via SMS text messaging. Customers can text Samsung any time by messaging 1-800-SAMSUNG to start a conversation with a Samsung Care Pro. As of May 1, 2023, we have fielded 3 million conversations via text message, helping hundreds of customers with their device care needs.<\/p>\n\n<h5>New Care Scheduling on Samsung.com<\/h5>\n<p>We are also expanding our Care experience to more devices via <a href=\"https:\/\/www.samsung.com\/us\/support\/service\/locations\/\" target=\"_blank\" rel=\"noopener\">convenient digital service requests<\/a>. Customers can use their Samsung Account to create a Mail-In or Walk-In service appointment, and starting this summer, a \u2018We Come To You\u2019 service appointment, on one of their registered devices in four easy steps.<a href=\"#_ftn3\" name=\"_ftnref3\"><sup>3<\/sup><\/a>\u00a0Payment can also be easily included if needed when customers are creating a new ticket. Samsung customers can also now create an appointment for Galaxy Buds or Galaxy Watches at one of our authorized walk-in locations or conveniently and sustainably ship your device to Samsung for mail-in repair.<\/p>\n<p>To learn more about Samsung\u2019s commitment to providing quality customer service, visit <a href=\"https:\/\/www.samsung.com\/us\/support\/\" target=\"_blank\" rel=\"noopener\">Samsung.com<\/a>.<\/p>\n<h6><a href=\"#_ftnref1\" name=\"_ftn1\"><sup>1<\/sup><\/a> Samsung internal research, February 2023<\/h6>\n<h6><a href=\"#_ftnref2\" name=\"_ftn2\"><sup>2<\/sup><\/a> 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).<\/h6>\n<h6><a href=\"#_ftnref3\" name=\"_ftn3\"><sup>3<\/sup><\/a> Applies to Mobile Phones, Hearables, Wearables and Tablets only.<\/h6>\n","protected":false},"excerpt":{"rendered":"<p>Samsung Electronics America has been ranked #1 for customer satisfaction among 5G mobile devices in the 2023 American Customer Satisfaction Index Survey (ACSI\u00ae). The Index, which surveys customers rating their own mobile devices, recognizes industry leaders for their excellence in product quality, service repair, mobile app reliability and warranty coverage. According to Samsung research, 73% [&hellip;]<\/p>\n","protected":false},"author":84,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[30349,29719,29720],"tags":[858,29800,36,40,10676,30197],"blue-badge":[],"class_list":["post-58955","post","type-post","status-publish","format-standard","hentry","category-care","category-corporate","category-product-mobile","tag-5g","tag-american-customer-satisfaction-index-survey","tag-awards","tag-mobile","tag-samsung-care","tag-samsung-care-plus"],"acf":{"turn_off_retargeting":false},"fimg_mobile_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155727\/american-customer-satisfaction-index-acsi-logo.png","fimg_url":"https:\/\/img.us.news.samsung.com\/us\/wp-content\/uploads\/2023\/05\/15155727\/american-customer-satisfaction-index-acsi-logo.png","primary_category":{"term_id":30349,"name":"Care","slug":"care","term_group":0,"term_taxonomy_id":30349,"taxonomy":"category","description":"","parent":29719,"count":39,"filter":"raw","term_link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/category\/corporate\/care\/","term_path":"corporate\/care"},"badge":"Press Release","_links":{"self":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts\/58955","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/users\/84"}],"replies":[{"embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/comments?post=58955"}],"version-history":[{"count":0,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/posts\/58955\/revisions"}],"wp:attachment":[{"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/media?parent=58955"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/categories?post=58955"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/tags?post=58955"},{"taxonomy":"blue-badge","embeddable":true,"href":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/wp-json\/wp\/v2\/blue-badge?post=58955"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}