When selecting mobile devices, consumers prioritize factors such as pricing, product quality, and the reputation of customer support. Remarkably, a vast majority of smartphone users, around 90%, are inclined to choose a brand known for excellent customer service.

Highlighting Samsung Electronics America’s dedication to product excellence and customer service, the company secured the top position for customer satisfaction and overall service quality in the 2024 American Customer Satisfaction Index Survey for 5G mobile devices. This survey, which reflects customer evaluations of their own mobile devices, identifies industry frontrunners recognized for outstanding product and service standards. Samsung also attained the highest ratings for overall quality, product quality, and screen performance among 5G smartphones.

Mark Williams, Vice President of Customer Care at Samsung Electronics America, emphasized the significance of providing exceptional customer service, stating, “Taking care of customers leaves a lasting impression. That’s why we’re heavily investing in enhancing our customer care experience to ensure swift recovery when unforeseen issues arise.” He expressed pride in the acknowledgment from customers reflected in the ACSI findings, highlighting both Samsung’s dedication to exceeding customer expectations and the superior quality of their mobile devices.

Based on Samsung’s research, 76% of individuals prioritize convenient access to customer service and prompt problem-solving when considering a new purchase. Over recent years, Samsung has expanded its service network, securing the top position for quality and service coverage in the U.S. mobile device market. Presently, over 9,000 Samsung Mobile-certified technicians across the U.S. provide accessible repair solutions through walk-in, mail-in, and on-site repair services.

In 2024, we aim to enhance our collaboration with Batteries Plus to provide additional convenient in-warranty walk-in services for Galaxy smartphone repairs, frequently achieving same-day completion. Collaborating with our partners, we plan to expand the number of Samsung Authorized Care locations further, extending coverage to 84% of the U.S. population for same-day, in-warranty mobile repairs. Our focus will be on areas lacking existing Samsung Care options, ensuring that more individuals can easily access high-quality care in their local communities.

Derek Detenber, Chief Marketing and Merchandising Officer of Batteries Plus, expressed his delight in joining Samsung in celebrating these achievements, emphasizing that these results not only recognize Samsung’s dedication to excellence but also highlight the collaborative endeavors shared with partners like Batteries Plus. He emphasized Batteries Plus’s commitment to nurturing strong relationships between partners and consumers, striving to ensure that every interaction within their stores mirrors their dedication to service and satisfaction.

Apart from convenience and speed, 73% of individuals prioritize easily accessible live support representatives for their customer satisfaction. To enhance on-the-go access, Samsung customers can now reach Samsung Care through SMS text messaging at 1 800 SAMSUNG.

Since 2023, over 3.5 million text conversations have been conducted, assisting more than 530,000 customers with their product-related queries. This service allows customers to connect with a live representative 24/7 via a simple text, minimizing wait times and multiple calls. The conversation can be paused and resumed at the customer’s convenience, with the chat history retained for seamless continuity.

Samsung is further improving the care experience by expanding SMS text messaging to provide Spanish language support through AI translation services. This enhancement enables Samsung Care to efficiently translate conversations between Spanish-speaking customers and English-speaking representatives, thereby offering better assistance to a broader audience. Recognized for its innovation and excellence, this offering received the 2024 Excellence in Customer Service Award from Business Intelligence Group and a Gold Award for Innovation in Customer Service from the 2024 Stevie Awards.

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