Survey reveals Samsung enjoys more customer loyalty than Apple

Samsung might have a higher customer loyalty score but Apple enjoys higher customer service satisfaction

It’s apparently easier to claim that you are loyal to a brand which enjoys permanent spotlight than actually practicing it in real life. Though Apple fans have been looked upon with skepticism every now and then, the debate regarding their blind fan following has taken hype once again after the launch of the luxurious iPhone 6 and its bigger brother, the 6 Plus. Many have rather bluntly stated that some Apple fans are blindly purchasing the overpriced iPhone 6 models which are not even offering the apt value for this money.

On the other hand, it is much easier to say that Samsung fans are at least more level headed. It might seem that Apple’s fan following is highly based on the goodwill attached with the famous logo whereas Samsung enjoys customer loyalty which is more reasonable. A recent survey shows that Samsung enjoys a stronger customer loyalty as compared to its Cupertino rival.

This survey from 2014 included 5000 participants which included the current population proportions of the US. SurveyMonkey, having carried out the survey, had their own set of benchmarks which states that the number 19 is the industry average for customer loyalty. Though Samsung and Apple both have loyalty scores well above the industry average, it is Samsung which takes the lead with a score of 35 that beats the 28 of Apple.

However, even more important than the customer loyalty is the customer satisfaction which results from a good customer service and in that Apple takes the lead with 41 percent survey participants confirming that they had a reasonably pleasant experience with the Apple staff when faced with a problem. Samsung slightly falls behind in this regard.

source: SurveyMonkey