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The appliance and electronics giant ranked #1 in key areas by the American Customer Satisfaction Index Survey.
By Dianne M. Pogoda
Samsung, a global leader in home appliances, TVs and electronics, has earned the highest rankings in in the 2022 American Customer Satisfaction Index Survey (ACSI).
The brand’s home appliances and TVs ranked #1 in three key areas: product quality, service quality and service repairs. The recognitions honor Samsung for excellent service repair, mobile app reliability and warranty coverage.
“Samsung is eager to continue investing in our expansive customer-first options and furthering our commitment to deliver the best service experience to our customers,” said Mark Williams, Vice President of Customer Care at Samsung Electronics America. “We’re honored to receive this award and are grateful to our customers.”
As part of Samsung’s ongoing commitment to consumers, the company is continuing to invest in its technical training centers, technician training programs and national skills competition, as well as increasing its service networks coverage with authorized technicians. Samsung is also continuing to invest in product quality and initial quality sensing for early quality issue monitoring and resolution. Additionally, it is expanding the digital channels in the customer contact operations to provide prompt and convenient communications.
Samsung will introduce its latest collection of products at KBIS 2023 in Las Vegas, Jan 31 to Feb. 2, in Booth W4301, in the West Hall of the Las Vegas Convention Center. Among its latest collections is the Bespoke Kitchen Suite, which includes refrigerators, ranges dishwashers and microwave ovens and offers multiple colors and finishes of customizable panels to complement any style and design of kitchen.
The American Customer Satisfaction Index Survey is a 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. The survey is considered a national indicator of the quality of economic output for goods and services as experienced by consumers of that output.
Between July 2021 and June 2022, The ACSI Household Appliance and Electronics Study surveyed nearly 5,500 U.S. consumers who recently purchased appliances from leading manufacturers to evaluate the quality of their experiences in several categories. Between April and June this year, the ACSI TV Study surveyed nearly 1,500 U.S. consumers who recently purchased TVs to gauge their experiences.
The survey evaluates 10 key product touch points: Durability, Exterior Design, Website Satisfaction, Reliability of Mobile App, Quality of Mobile App, Warranty Coverage, Courtesy and Helpfulness of Service Technician, Outcome of the Service Repair, Timeliness of the Service Repair and Ease of Arranging Service.
The Index uses technology developed at the University of Michigan by a team of researchers led by Claes Fornell, the Distinguished Donald C. Cook Professor of Business. Fornell is the most cited expert in the world on customer satisfaction and Customer Experience Management, according to Google Scholar. The Index currently tracks customer satisfaction with more than 400 of the largest corporations in the U.S. marketplace.
To learn more about Samsung’s commitment to providing quality customer service, visit www.samsungbuilder.com.
