Report

Samsung Electronics America has secured #1 rankings in TVs for overall customer satisfaction and #1 in home appliance service experience for the second year in row in the 2024 American Customer Satisfaction Index (ACSI®) survey. Samsung TVs also achieved #1 in product quality, service quality and service experience.1
 
Samsung research shows that 90% of TV buyers and 94% of home appliance shoppers are more likely to choose a brand known for strong customer service2 — a trust that Samsung has built through consistent commitment to customer care. Building on this trust, Samsung is leading the way in designing AI-enabled products that enhance consumers’ lives, with the cutting-edge Samsung Care team ready to assist when the unexpected happens.
 
“We’re proud to be consistently recognized by our customers in the ACSI survey, a testament to the improvements we have made to the end-to-end customer experience,” said Mark Williams, Vice President of Customer Care at Samsung Electronics America. “We know that when your TV or appliance isn’t working, you want it fixed quickly, the first time. That is why we’ve invested in AI and digital care innovations, best-in-class training, efficient parts distribution and expanding our Samsung Beyond Boundaries,3 program to provide more customers with quality care in the US.”
 
 
Samsung TVs: Excellence in Picture and Sound Quality, Value and More
Samsung received recognition from its customers across several categories for its cutting-edge TVs, powered by AI. This includes #1 rankings in overall quality, picture quality, and sound quality — a clear testament to our continued leadership and innovation.
 
With AI at its core, the 2024 lineup delivers several value-add features that only Samsung can provide, demonstrated by a #1 ranking in value. This includes AI Upscaling,4 which can transform even lower-resolution content — like old movie classics — into stunning 4K and 8K, and Samsung Gaming Hub,5 letting you experience the best of gaming all in one place, no console required. With Tizen OS, you can stream all of your favorite video services and access Samsung TV Plus, which provides 2,700+ free channels, including 400+ premium channels — all for free.
 
In a world that is more connected than ever before, Samsung TVs users can effortlessly enjoy entertainment knowing their devices are ranked #1 for connectivity. With seamless access to SmartThings, you can use your TVs as an IoT hub to easily connect and manage devices. Powered by Knox, only Samsung TVs deliver added peace of mind that your personal data is secured across your connected devices while you watch.6
 
Samsung TVs also earned #1 rankings for ease of use, exterior design and durability. From sustainability-forward packaging and improved energy efficiency to accessibility features — the TV lineup is intentionally designed to elevate your home entertainment experience.
 
 
Samsung Home Appliances: Leading Customer Satisfaction
Samsung achieved best-in-class rankings for refrigerators7 and washing machines, and leads in appliances with top scores for service experience, ease of arranging service, technician courtesy, helpfulness and timely repairs. These top rankings reflect the confidence consumers place in Samsung’s AI-enabled products to enhance and simplify their lives.
 

 
Our latest AI-powered Bespoke appliances were designed to deliver enhanced performance, helping you do more with less effort. The Bespoke Refrigerator with AI Family Hub+ with AI Vision Inside recognizes 33 different food items as they’re added or removed from the fridge, using an internal camera and ‘Vision AI’ technology.8 The Bespoke AI Laundry Combo All-in-One takes the guesswork out of cycle selection by intelligently adjusting washing and drying time and energy.9 The AI Home touchscreen LCD Display simplifies cycle and setting selection while managing other connected Samsung devices. And with SmartThings, the #1 mobile app for appliances according to ACSI,10 AI-equipped devices seamlessly connect, offering smarter home management and easier control.11
 

 
 
Empowering Customers with Seamless, Next-Generation Care
Samsung Care continuously invests in ways to give customers choices and easy options for high-quality, convenient care on their terms. Paving the way in next-generation care, Samsung has continued to invest in AI-powered tools to help Care experts resolve issues even faster. Interactive Voice Response (IVR) is one such tool, using AI12 to identify the customer’s intent, product, and issue, ensuring they are routed to the right agent with valuable insights before the call even begins. IVR can also text customers the two nearest Walk-In Service or Authorized Repair Centers based on their zip code and send a link to book an appointment, making the process even smoother.
 
With connected solutions for home appliances, Samsung makes proactive and preventative care simple and accessible. For example, consumers can use the Home Care service in the SmartThings app, which uses AI to automatically detect and troubleshoot issues. If an error code appears, customers receive an alert with step-by-step instructions for a quick home fix. If further assistance is needed, they can chat with a care professional, schedule a repair with a Samsung-certified technician, or even order replacement parts, like water filters, directly through the app.
 

 
Samsung provides 99.9%13 of the U.S. with convenient Care coverage for TVs and home appliances. Even in rural areas, people can access next-level care via Samsung Beyond Boundaries. Customers within a 4-hour radius of a Samsung Care Center can receive at-home repairs.
 
Looking for more news or need additional support from the Samsung Care Team? Visit the Samsung Care YouTube Channel, check out the Samsung Members App and Samsung Communities or text us any time by messaging 1-800-SAMSUNG to start a conversation with a Samsung Care Pro.
 

 
About the American Customer Satisfaction Index (ACSI®) Survey
The American Customer Satisfaction Index Survey (ACSI) is the nation’s only cross-industry measure of customer satisfaction. Since 1994, the survey has been recognized as a leader in analyzing consumer sentiment about the products and services used most often. The ACSI Index surveys customers on their own consumer electronics experiences and identifies industry leaders for excellence, based on customer feedback regarding service repair, product durability, and warranty coverage.
Between July 2023 and June 2024, the ACSI Household Appliance and Electronics Study surveyed over 5,100 U.S. consumers who recently purchased appliances from leading manufacturers to evaluate the quality of their experiences in a variety of categories. Between July 2023 and June 2024, the ACSI TV Study surveyed over 6,000 U.S. consumers who recently purchased TVs from leading manufacturers to evaluate the quality of their experiences in a variety of categories.
Source: 2024 ACSI® Surveys of customers rating their appliance manufacturer and TV manufacturer. ACSI and its logo are registered trademarks of the American Customer Satisfaction Index. For more about ACSI, visit www.theacsi.org.
 
1 Samsung tied with 1 other brands for service experience.
2 Samsung Electronics American Consumer Market Insights, Customer Care Foundational Learnings — March 2024
3 Coverage includes 99.9% of delivery zip codes (excluding P.O. box, APO/FPO/DPO) by our largest retailer; in-warranty service only.
4 Utilizes AI-based formulas.
5 Powered by Tizen, the Samsung Gaming Hub is an all-in-one game streaming discovery platform bridging hardware and software for a better player experience. Instantly play thousands of games from Xbox, NVIDIA GeForce NOW, Amazon Luna, Utomik, Antstream Arcade and Blacknut Cloud Gaming. The Samsung Gaming Hub is the new home for gaming and entertainment with Twitch, Spotify and YouTube Gaming integration that gives players easy access to enhance their experience. No storage limits, no downloads, no console or PC required – all players need is a Bluetooth-enabled gaming controller and internet connection to start playing.
6 Personal data includes input Pin codes and passwords, and IoT device information through the SmartThings app. The latest software update is required.
7 Samsung tied with 1 other refrigerator brand.
8 Available on RF23DB9900. As of March 2024, AI Vision Inside can recognize 33 food items like fresh fruits and veggies. Recognizable food items will be regularly added and updated. If the food is covered by hand and not recognizable, it may be listed as an unknown item, but the user can always revise the item title through the Family Hub or SmartThings. Wi-Fi connection and Samsung account required.
9 Messages with cycle suggestions are displayed on the control panel or a smartphone with the SmartThings app; available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required. Can be applied on Towels, AI Opti Wash & AI Optimal Dry, Heavy Duty, Super Speed, Small Load cycle only when the selected washing temperature is ‘hot’. Based on internal testing with IEC 8lb load except for Small Load cycle (IEC 4lb load). Results may vary depending on the actual usage conditions.
10 Samsung tied with one other mobile app for home appliances.
11 Available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required.
12 After IVR does the initial triage with the customer, AI analyzes the intent and passes info along to the Care agent to better address the need. IVR continuously learns and improves its accuracy over time, enabling our agents to support customers more quickly.
13 Coverage includes 99.9% of delivery zip codes (excluding P.O. box, APO/FPO/DPO) by our largest retailer; in-warranty service only.
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Samsung Electronics today announced Samsung Hospitality TV compatibility with AirPlay, allowing hotel guests to connect their iOS and iPadOS devices to the TVs in their rooms easily and securely.
 
Guests will be able to enjoy the convenience of watching their favorite shows and movies from popular streaming services, listening to personal playlists on various music platforms, viewing photos, practicing presentations, playing games and more on the TV in their room. By simply scanning a unique, on-screen QR code, guests can privately and securely connect their iPhone or iPad to the Samsung Hospitality TV.1
 
Ensuring both convenience and robust security, no personal information is ever stored or saved and all information about paired devices is automatically erased upon guest checkout. This feature not only enhances the guest experience but also provides peace of mind regarding data privacy. Additionally, hotel managers and operators can easily update their management systems to enable AirPlay technology, simplifying the integration process.
 
The integration of Apple AirPlay is part of Samsung’s broader strategy to enhance the in-room experience for hotel guests while providing powerful management tools for hotel operators. Samsung’s latest hospitality TVs include LYNK Cloud and SmartThings Pro for enhanced connectivity, seamless management and improved guest experience.
 
“Samsung is committed to building a robust and connected ecosystem that enhances convenience, usability, and overall guest experience,” said Hoon Chung, Executive Vice President of Visual Display Business at Samsung Electronics. “AirPlay allows both iPhone and iPad users to easily share their favorite content on the big screen in their hotel room, making their temporary stay at a hotel feel more like home. LYNK Cloud and SmartThings Pro also give hotel management better business insights while making their operations more seamless and efficient.”
 
For hotel managers and operators, LYNK Cloud is a comprehensive cloud solution for Samsung Hospitality TVs that offers customizable content, remote device management and access to OTT entertainment. Equipped with an e-commerce platform, LYNK Cloud provides an in-room ordering system that offers guests interactive services such as booking hotel services, ordering room service, a digital concierge and more, all bundled in solution. With LYNK Cloud, hotel managers can also use insights to personalize content and experiences for hotel guests to create impactful promotional content across different rooms or properties worldwide.
 
SmartThings Pro brings enhanced connectivity to hotel managers, delivering more interoperability and security with IoT devices in their properties. Hotel IT managers can connect and control Samsung smart devices2 throughout the hotel, such as Hospitality TVs, Smart Signage, air conditioning systems and more IoT devices3 through one efficient dashboard. The SmartThings Pro Dashboard enhances multi-unit management, device performance monitoring — all designed with scalability and developer-friendly integration in mind. To meet the diverse set of hotel partners’ needs, SmartThings Pro also offers customizable Application Programming Interfaces (APIs) for seamless integration with existing systems, and a customizable dashboard.

 
 
1 Apple AirPlay will first be available in HBU8000 model and will be sequentially supported on other existing models.
2 Available on Tizen 7.0 or later
3 IoT devices which support the industry’s latest IoT specifications, Matter and the Home Connectivity Alliance (HCA) can be connected to SmartThings Pro.
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Samsung Electronics, with its wide range of products and services, remains committed to delivering industry-leading innovations that enhance and redefine the lives of its users around the world. At this year’s Samsung Developer Conference 2023 (SDC23) — held on October 5 in San Francisco, CA — the company unveiled the latest advancements to its software and device services. Samsung executives and employees discussed the next-generation technologies equipped within Samsung products, enhancing the way users interact with the platforms and innovative products from both Samsung and its partners.
 
Samsung Newsroom sat down with five prominent SDC23 speakers to delve deep into some of the company’s updates and how they add convenience to and revamp the user experience.
 
 
SmartThings and Matter: Offering an Even Better Connected Experience
Charles Kim of the SmartThings Team highlighted the updates to Samsung’s SmartThings home ecosystem, including expanded support for Matter devices, and discussed how SmartThings is leading the new era of smart homes through its advanced multi-device network.
 

 
 
Q. SmartThings has been working hard to create a hyper-connected experience for customers based on seamless interoperability with third-party devices. Could you discuss a few of the most notable announcements unveiled during this year’s SDC?
 
Matter stands as the universal IP-based communications protocol for smart home IoT devices, and is supported by major corporations all over the world. When it comes to expansive smart home experiences, Samsung has been at the forefront of widening its device network, which was furthered by its added support for Matter devices beginning last year. To expand on this, we are now offering an enhanced Matter-compatible ecosystem that will allow developers to create new apps, hubs and clouds.
 
One of our first steps is to expand the application of Matter to a broader range of devices and introduce new features to these devices to enhance its capabilities. These features include adding control functionalities for Matter-compatible devices, which support Matter Bridge1 devices as well as over-the-air (OTA)2 and Multi-Hub Network.3 One of Matter’s key advantages is its compatibility with various platforms from different companies. As such, it facilitates easier usage of the Multi-Admin4 feature, allowing administrators to efficiently control multiple devices simultaneously from a single platform.
 
To take innovation further, we plan to introduce an Application Programming Interface (API) for controlling Matter devices via the SmartThings Hub — making it easier for developers to utilize Samsung’s platform. In addition, the Software Development Kit (SDK) will allow the seamless integration of Matter devices within the SmartThings platform.
 
We hope that this will empower more developers to deliver new, advanced services to users that utilize Matter devices within the SmartThings platform.
 
 
Q. How will SmartThings contribute to the evolution of smart homes in the future?
 
Our vision for SmartThings encompasses various dimensions of home automation. Currently, users can control Samsung and third-party IoT devices in their homes through SmartThings, which gives them the ability to optimize and automate certain functions among connected devices. Looking forward to the future, smart homes are poised to elevate personalized home experiences by harnessing the power of device-connected AI and machine learning, which will deliver users ultra-personalized home services that meet their unique needs and preferences.
 
One of these future-forward settings is Ambient Sensing, which recognizes the space the user is in and automatically adjusts to the user’s preferred settings. Additionally, we intend to advance Edge Computing technology to ensure a stable and secure connection experience for users, enabling SmartThings to serve as a main hub for such services. Our aim is to help users enjoy a higher quality of life, and we will continue enhancing SmartThings in order to achieve this goal.
 
 
HDR10+ GAMING: Delivering a Perfectly Immersive Gaming Experience
Alongside the rapid expansion of the gaming market came an increased demand for an enhanced gaming environment. In line with these trends, Samsung has been working with leading game content companies to develop advanced visual technologies, setting a standard for the industry. Suzie Hyun of Samsung Research America spoke about HDR10+ GAMING.
 

 
 
Q. As game image quality technology continues to advance, what are the advantages of using HDR10+ GAMING while playing games?
 
In comparison to the conventional Standard Dynamic Range (SDR) format, High Dynamic Range (HDR) displays images at a higher brightness, greater contrast and with a wider color range — accentuating all on-screen details and making gameplay even more immersive.
 
From the standpoint of a developer, an ideal HDR gaming experience provides jaw-dropping realism, fully immersing users in the heart of the action. Equipped with HDR10+ GAMING technology, game creators are able to provide next-level immersion, drawing users deeper into the game world.
 
On the user side, HDR10+ GAMING technology automatically sets the game and display to optimal HDR settings, ensuring a consistent, stunning and engaging gaming session from start to end.
 
 
Q. How is HDR10+ different when watching videos and gaming?
 
HDR10+ GAMING technology delivers cutting-edge gaming experiences by combining ultra-responsiveness, an important factor for ideal gameplay, with leading image quality optimization technology. Equipped with these advanced technologies, HDR10+ GAMING provides immersive gaming experiences and allows users to experience the content as the game creator intended.
 
 
The Software Platform Innovation for Home Appliances: Tizen
The Tizen operating system will be extended and is set to be integrated into a broader range of home appliances. SeongIl Hahm of the S/W Development Team explained Tizen and its distinguished services that upgrade user experiences.
 

 
 
Q. What role does Tizen play in home appliances?
 
The landscape of home appliances has undergone a remarkable transformation, expanding beyond customers’ imagination. With the integration of the latest AI technologies, these appliances can perform a variety of unique functions. For example, appliances can detect food, the user’s voice and presence using high-tech cameras, microphones and Neural Processing Units (NPUs).
 
In driving these innovations forward, Tizen — Samsung’s open and flexible operating system (OS) ­— will help evolve home appliances and expand their capabilities. Samsung plans to expand Tizen to home appliances equipped with even larger screens than before, which will allow users to intuitively check the status of their devices and control them, as well as monitor other devices connected to SmartThings.
 
Tizen not only supports network, multimedia, web and security capabilities, but it also offers flexible software performance based on different hardware modules across product lines. It provides a web and development environment that is most commonly used by developers so helps them to adopt services easier.
 
 
Q. During SDC23, new technologies such as on-device AI and AI Home Edge Hub were introduced. How will these advancements elevate the capabilities of home appliances?
 
On-device AI-support signifies the integrated AI engine within home appliances, supporting round-the-clock deep learning inference. Home appliances generate a wealth of information, far beyond what users may realize. Learning from this information can significantly improve the user experience. Examples of AI functionalities include how refrigerators and air conditioners can save energy by predicting the temperature, how vacuum cleaners adjust the cleaning mode according to the floor type, and how washers and dryers can optimize laundering according to the clothing material.
 
Another important consideration that AI performance levels vary among different home appliances led us to work on developing AI Home Edge Hub. By device-to-device sharing of AI capabilities, it significantly enhance the performance of each device.
 
To illustrate this, let’s imagine that an AI inference task was delivered to the Family Hub, which is the most smart appliance nearby. Upon receiving this information, the Family Hub transmits it to the robot vacuum cleaner, which then notifies the user when the cleaning process is complete.
 
Many of these futuristic scenarios will become realizable through cutting-edge software innovation.
 
 
Samsung Privileged Health SDK: Helping the Development of Advanced Digital Health Services and Solutions
Incorporating essential features such as sleep, fitness, mental health services and health indicator monitoring, Samsung Health has firmly established itself as a comprehensive health solution. Sungchull Lee of the Health S/W R&D Group presented Samsung Privileged Health SDK, which offers users an unparalleled digital health experience.
 

 
 
Q. Could you introduce some of the main developers and partners that are using Samsung Privileged Health SDK?
 
With the Samsung Privileged Health SDK, Samsung aims to support developers and service providers in developing more sophisticated and advanced digital health services and solutions.
 
Developers and service partners around the world have expressed their interest in utilizing Samsung Privileged Health SDK and many are using it to develop apps. Interested parties can apply to the Partner Program via the official Samsung Developer website and can begin developing and utilizing the platform’s suite of tools once approved.
 
According to data measured on the Galaxy Watch’s BioActive sensor, our SDK partners span across a variety of digital healthcare fields — including heart health monitoring, remote patient monitoring, mental health services, worker healthcare and digital therapeutics. Moving forward, our primary goal is to strengthen Samsung Privileged Health SDK’s role as a health platform and expand its ecosystem to support the sustained growth of our partners.
 
 
Q. What are the strengths of the Samsung Privileged Health SDK, and how can digital health services harness its capabilities?
 
Samsung Privileged Health SDK offers a convenient and consistent development environment, as developers can measure biometric information through the Galaxy Watch’s BioActive sensor.
 
Within the Samsung Privileged Health SDK, there is a range of data types available for service research and development, including the Galaxy Watch’s specialized functions — body composition and skin temperature measurement. Additionally, the platform incorporates an advanced batching method, which aggregates data for a certain period of time to ensure both efficient data measurement and minimal battery consumption.
 
The skin temperature measurement function, for example, can be used to improve sleep habits, predict the menstrual cycle, estimate exercise intensity and so on, whereas the inter-beat interval can calculate stress index, detect sleep stages and monitor irregular heart rate.
 
Samsung’s commitment to enhancing SDK’s capabilities persists, and it will continue to provide a consistent and simple API with samples to make it easier for developers to utilize.
 
 
Samsung Health Stack: Contributing to Broadening the Digital Health Ecosystem
Amidst increasing adoption of digital tools and software for medical research within the healthcare industry, Eric Song of Samsung Research’s Data Services Lab introduced Samsung Health Stack — a groundbreaking open-source tool designed to simplify the management and analysis of health research.
 

 
 
Q. Samsung Health Stack was first unveiled at SDC last year, and subsequently released version 1.0 this year. What objectives does Samsung aim to accomplish with Samsung Health Stack?
 
Looking at recent trends in the IT industry, a variety of wearable devices are rapidly evolving. In the same regard, sensor technology that can be deployed is advancing at a swift pace.
 
Alongside these technological advancements, the concept of “digital therapeutics” has gained traction within the healthcare industry. Many organizations are actively seeking to treat diseases in novel ways, including the use of software to further these aims. The goal of Samsung Health Stack is to make it easier for medical researchers, who may be unfamiliar with IT systems, to safely access and utilize digital health information.
 
Additionally, as an open-source project, Samsung Health Stack seeks to dismantle the barrier between medical researchers and the field of digital technology field, laying the groundwork for the development of the digital health industry.
 
As it supports developers and researchers in the field, Samsung Health Stack will contribute to the establishment of a digital health ecosystem for both Samsung and the broader healthcare industry.
 
 
1 Technology that enables devices with multiple connection protocols, such as Zigbee and Z-Wave, to connect to Matter and allows Matter and non-Matter devices to communicate.
2 A function that supports firmware updates of Matter devices.
3 A function that connects Samsung’s various hubs on a single platform.
4 A function that controls Matter devices and multiple connected platforms simultaneously and shares the device’s status with users.
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After being announced during CES 2023, Samsung is about to start selling its Apple Studio Display competitor next month. The 27-inch ViewFinitiy S9 monitor features a 5K display with a 99% DCI-P3 and 218 PPI.
With more saturated and vivid colors with crisper details, the Sout Korean company says this monitor offers “smart color calibration designed for creative professionals,” which is an industry first. “Users can conveniently customize the screen for precise settings without expensive, complex calibration equipment whenever they want. Using the SmartThings app, users can choose to calibrate in the Basic mode for a quick and easy adjustment of white balance and gamma setting, or they can use Professional mode for complete control of color temperature, luminance, color space, and gamma settings.”
Users only need to point their smartphone camera at the monitor to calibrate the display. Once it’s done, they can view a report detailing the adjustments made and the Delta E color accuracy,
Like Apple Studio Display, the ViewFinity S9 offers a matte option to limit light reflection and glare on the monitor. It has Thunderbolt 4 and Mini DisplayPort inputs and USB-c ones as well. The Thunderbolt 4 compatibility allows users to charge devices with up to 90W of power and transfer data reliably at speeds up to 40 Gbps.
Unlike Apple Studio Display, which offers a 1080p webcam, this monitor comes equipped with a built-in 4K SlimFit camera that connects via a pogo pin without additional cables or equipment. Samsung says the camera delivers “crystal clear quality for video calls” on apps like Google Meet.
What makes the ViewFinity S9 display unique is the ability to use Smart TV apps when you’re not using the monitor to work. A report says Apple is working on a similar approach with a future display, but the availability is still unclear.
With so many similar features – with a few extra points – Samsung’s Apple Studio Display competitor will also be available for less than Apple’s option: $1,599.99 vs. $1,799. In addition, the South Korean company has a cheaper option, the Samsung M8 monitor, which launched in June.
Don't Miss: Apple Studio Display reviewThe post Samsung ViewFinitiy S9 launches in August to compete with Apple’s Studio Display appeared first on BGR.
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It’s render season, people!
As reported by MySmartPrice, renowned leaker OnLeaks has released a number of new renders showing off what the Galaxy Watch 6 Classic will look like. According to the report and the renders, the new Classic will “feature a rotating bezel around the circular display.” It also says that the “Pro” name is going away in favor of the new “Classic” name.
The report also speculates that the Galaxy Watch 6 Classic will feature multiple strap options, a likely feature that is popular with most smartwatches these days.
The Galaxy Watch 6 Classic is expected to debut at Samsung’s Galaxy Unpacked event this summer. It’s still unclear when the event will kick off, but the last event in 2022 happened at the beginning of August, so it’s likely that this year will be close to the same.
I’m personally still good with my Apple Watch Ultra, but that’s also because the Classic is definitely not being sold as an adventure device. It looks like a pretty sick watch, though, so I’m sure people in the Samsung ecosystem will be really happy with the level of style the company could bring to it.
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