Samsung Earns #1 for Service Excellence in TVs and Home Appliances by ACSI®

[Samsung Newsroom]

 

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.

View the full article