- Apple and Samsung are the mobile phone manufacturers with the best satisfaction rates
- This NPS may be due to the technical sheet and the operating system also created by the manufacturer
- On the services side, however, the figures are not always in favor of the same winners
According to a new study signed ASCI (nothing to do with the small drawings of the same name, it is the American Customer Satisfaction Index) takes stock of the satisfaction rate among mobile manufacturers. We discover, without much surprise, that Apple and Samsung occupy the first two places on the podium with respective NPS of 81% and 80%. Several reasons could explain its high scores, including an ideal integration between the chip and the software, repeatedly praised by the specialized press during tests in real conditions.
The Apple silicon program, for example, allows Cupertino to offer processors optimized in conjunction with iOS, sometimes offering record performance. perceived as even better than the high-end alternatives from Qualcomm. On the side of Samsung, the Exynos chips also know how to reciprocate the One UI overlay – even if the Galaxy S23 Ultra has abandoned the proprietary model in favor, again, of the Californian founder. We can also cite the case of Google, which is also ranked third in the ranking with no less than 78% of satisfied customers. That is +1% compared to the same figures collected a year earlier, in 2022. An increase which, although it may seem insignificant, is in reality not really so. Indeed, the NPS of this vertical is a data that tends to change very little from one year to another, regardless of the manufacturer.
Tensor chips are a game changer
It must be said that with its mobiles, which have since the end of the Nexus abandoned third-party manufacturers for a home design, Google knows how to do it in this area. The very recent Pixel Fold from Mountain View, for example, is equipped with a Tensor G2 chip which, coupled with a version of Android stock, all that is purest, responds tit for tat. Even the Google Pixel 7a, which is almost four times more affordable, is entitled to the same technical advantages.
It is enough to consult the result of Motorola with the ASCI of 2023 to confirm this bias: against 77% in 2022, the now subsidiary of Lenovo no longer convinces “only” 75% of consumers who have invested in its mobile phones. And the overall market trend is doing the same, with -4% in twelve months. It is substantial.
Beyond smartphones, the game is changing
What if we now also look at the other products and services marketed by OEMs? This scenario quickly allows new actors to emerge on the front of the stage. Thus, if Apple finds itself third of the companies in which users trust the most, Google falls here to… fiftieth place! The fault, probably, with its multiple accusations of resale of personal data – proven – where Apple manages to eclipse this kind of business thanks to well-rehearsed communication operations, precisely centered around respect for privacy.