The South African Customer Satisfaction Index (SAcsi) has released its report on the mobile handsets industry in South Africa, which showed that the iPhone has the most satisfied users.<\/p>\n
The SAcsi mobile handset research was conducted between January and June 2014, and involved 1,563 South African consumers.<\/p>\n
Each smartphone manufacturer was measured through telephonic and web-survey methods at a statistically reliable sample of at least 270 respondents per brand.<\/p>\n
The handset manufacturers measured were Apple, Samsung, Nokia, Blackberry, and a category of \u201cother brands\u201d based on market share.<\/p>\n
The SAcsi research revealed that the mobile handset industry in South Africa received an overall satisfaction score from its customers of 73.3 out of 100.<\/p>\n
Apple, Samsung, and \u201cother brands\u201d are the industry leaders; Nokia scored on par with the industry; and Blackberry came in significantly lower than the industry average.<\/p>\n
Blackberry\u2019s overall satisfaction score has declined since last year – now one of the lowest scores we have seen for customer satisfaction in South Africa.<\/p>\n
Prof. Adr\u00e9 Schreuder, founder and chair of SAcsi, said that Apple has a reputation for good quality. However, its product refresh cycles seem really long when new Android phones seem to be released much more often.<\/p>\n
Schreuder adds that there is a growing understanding among customers that smartphones are data-hungry, whereas previously they tended to blame the networks for high data charges.<\/p>\n
\u201cThe main complaints customers specified centred on battery life, freezing operating systems, and high data usage,\u201d he explains.<\/p>\n
| South African Customer Satisfaction Index: Mobile Phones Q1 2014<\/td>\n<\/tr>\n | ||||||
| Measured companies<\/td>\n | Sample (n)<\/td>\n | SAcsi Score<\/td>\n | Point difference from industry average<\/td>\n | Percent difference from industry average<\/td>\n | Relative position<\/td>\n | Change from 2013<\/td>\n<\/tr>\n |
| Apple<\/td>\n | 247<\/td>\n | 79.3<\/td>\n | 6.00<\/td>\n | 8.2%<\/td>\n | Leader<\/td>\n | -4.1<\/td>\n<\/tr>\n |
| Other<\/td>\n | 233<\/td>\n | 76.5<\/td>\n | 3.20<\/td>\n | 4.4%<\/td>\n | Leader<\/td>\n | -2.6<\/td>\n<\/tr>\n |
| Samsung<\/td>\n | 430<\/td>\n | 76.0<\/td>\n | 2.70<\/td>\n | 3.7%<\/td>\n | Leader<\/td>\n | -1.6<\/td>\n<\/tr>\n |
| Nokia<\/td>\n | 301<\/td>\n | 74.2<\/td>\n | 0.90<\/td>\n | 1.2%<\/td>\n | On Par<\/td>\n | -2.6<\/td>\n<\/tr>\n |
| BlackBerry<\/td>\n | 352<\/td>\n | 65.1<\/td>\n | -8.20<\/td>\n | -11.2%<\/td>\n | Below Par<\/td>\n | -4.3<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\nNet Promoter Score<\/h3>\nThe Net Promoter Score – which indicates whether customers would recommend a particular handset – is rising for Samsung and declining for Apple.<\/p>\n This change, said Schreuder, could be due to market factors such as the release of new handsets. \u201cAs such, this might change when the new Apple iPhone 6 is launched here,\u201d he said.<\/p>\n Blackberry and Nokia\u2019s net promoter scores are falling.<\/p>\n This article was first published on MyBroadband<\/a>.<\/p>\n Customer service is more than please and thank you<\/a><\/strong><\/p>\n Most satisfied banking customers in SA<\/a><\/strong><\/p>\n |