Are your customers telling you the whole truth?
Who could possibly imagine another company overtaking Apple? Where would you get your Garth Brooks from if not from your trusty iPod?
Well, it seems like some people are choosing a different route, following a recent survey that suggested Samsung had recently overtaken Apple in customer service ratings. For the first time in a while, Samsung has topped Apple to be named the highest rated company in terms of customer support in the smartphone industry.
The survey of 70,000 customers in the United States conducted between September 2013 and March 2014 found Samsung to be the best-regarded company in terms of keeping its customers happy.
American Consumer Satisfaction Index gave Samsung a rating of 81, a small lead over that of Apple at 79. Sales for Samsung fell, but since 2013, the company made the largest gains of all entrants in terms of customer satisfaction. In all, the Apple competitor’s score has surged 11 percent in the four years since the index was started.
As Samsung saw its customer service ratings grow, Apple witnessed theirs drop yet again. The technology giant’s rating dropped by 2.5 percent to 81 from the previous survey and 4.8 percent since 2012, when it began participating. The company that brought us the iPod has seen its ratings fall each year since it was introduced to the ACSI. This news comes at a good time for Samsung, which has seen its share of the smartphone market slip as of late.
The importance of customer feedback in improving your service
As Samsung has spent the past few years pushing through the pack to the top, overcoming Apple in the process, there is little doubt that it has taken customer feedback into account when making changes.
“A customer complaint can tell you everything that you need.”
A customer complaint can tell you everything that you need to know about improving your business – how qualified your team is, how timely you are, how your finished products appear and more.
Incorporating that valuable feedback into your business plan will help your company find success. As your customers notice the changes you’re making and begin to see that you acknowledge them, they will appreciate your business so much more.
Everyone has an arch enemy, a competitor: The Newman to your Jerry Seinfeld, the Dinklberg to your Mr. Turner, the Samsung to your Apple – listen to your customers and use their feedback to provide better service and you’ll have the secret to beating your own competitors.
Want to learn more about how to create and maintain awesome relationships with your customers? Download our free guidebook and learn how you can start building better relationships with your customers today!
