{"id":86069,"date":"2026-05-19T08:05:54","date_gmt":"2026-05-19T12:05:54","guid":{"rendered":"https:\/\/news.samsung.com\/us\/?p=86069"},"modified":"2026-05-18T23:27:20","modified_gmt":"2026-05-19T03:27:20","slug":"study-shows-two-thirds-of-shoppers-choose-brands-with-great-service","status":"publish","type":"post","link":"https:\/\/samsung-newsroom-production.barbariangroup.com\/us\/samsung-acsi-study-two-thirds-shoppers-choose-brands-great-service\/","title":{"rendered":"Study Shows Two-thirds of Shoppers Choose Brands with Great Service"},"content":{"rendered":"

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<\/sup><\/a> As expectations for transparency, reliability and personalized support continue to rise, customer care<\/a> is now a critical part of the overall device experience.<\/p>\n

Consumer expectations are also evolving alongside advances in AI<\/a>. Today\u2019s users want experiences that are intuitive, seamless and easy to navigate, from the devices<\/a> they use to the support they receive. With Samsung Care,<\/a> customers can stay informed and in control throughout the ownership journey long after they\u2019ve unboxed their device.<\/p>\n

Underscoring the company\u2019s continued focus on performance, service quality, and end-to-end customer experience, Samsung\u2019s Mobile eXperience (MX) Customer Care<\/a> has been ranked #1 in overall customer satisfaction for mobile devices in the 2026 American Customer Satisfaction Index Survey (ACSI\u00ae)<\/a>2<\/sup><\/a> \u00a0\u2013 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\u2019s leading authority on customer satisfaction.<\/p>\n

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The ACSI survey, which measures customer evaluations of their own devices, ranked Samsung<\/a> #1 not only in overall customer satisfaction, but also across a wide range of the attributes that matter most to today\u2019s 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.<\/p>\n

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

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AI innovation<\/a> is deeply integrated across Galaxy devices<\/a>. Galaxy AI<\/a> is available on more than 400 million devices worldwide, and AI features<\/a> on Samsung Galaxy phones, including S and Z series devices, have become a key part of the Galaxy experience<\/a> \u2014 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.<\/p>\n

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\u201cSamsung\u2019s continued leadership in the ACSI study reflects strong performance across the factors that matter most to customers \u2013 from product quality and reliability to service,\u201d said Matt Browning<\/strong>, CEO<\/strong> at the ACSI. \u201cSamsung also stood out for AI feature performance<\/a> and with younger consumers, highlighting how expectations are shifting toward more intuitive, experience-driven technology.\u201d<\/p>\n

Bringing More Visibility & Simplicity to Samsung Care<\/strong><\/h5>\n

Expectations for service and transparency are rising \u2013 and Samsung Care<\/a>\u00a0is evolving to meet them. To give customers more visibility and control, Samsung<\/a> introduced a streamlined repair tracking portal<\/a> 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<\/a> is helping customers stay informed, connected, and confident throughout the repair experience.<\/p>\n

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Samsung<\/a> is also applying AI<\/a> 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 \u2013 while real-time alerts and guided support help ensure faster, more efficient service when repairs are needed.<\/p>\n

\u201cEarning the #1 ranking in customer satisfaction for the third year in a row reflects our focus on delivering a complete experience \u2013 not just powerful devices, but the service and support that come with them,\u201d said Chris Marquez, Senior Vice President, Customer Care<\/strong> at Samsung Electronics America. \u201cAs customer expectations continue to evolve, we\u2019re 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.\u201d<\/p>\n

Why Customers Choose Samsung Care<\/strong><\/h5>\n

Customers choose Samsung Care<\/a> for an experience that goes beyond the device itself \u2013 one that\u2019s fast, reliable, and flexible. It\u2019s designed to make getting support simple, so customers can get help when and how they need it.<\/p>\n

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Convenient, Fast Service When You Need It: <\/strong>Samsung Care<\/a>\u00a0is designed for real life \u2013 whether you\u2019re on the go, at home, or somewhere in between.<\/p>\n