LG has climbed to the top of the TV market. It scored 83 out of 100 on the ACSI (American Customer Satisfaction Index), a measure of consumer satisfaction with products. This is a 4% improvement. They excelled in areas such as product durability, design, and warranty.
According to the results, the differences in quality between TV brands and between high-end and budget brands have been decreasing. This means that even less expensive TVs are improving in quality, and the competition is getting tighter. Hisense is highlighted as a brand that has struck a good balance between quality and affordability. It has improved its score by 4% to 82, tying with Samsung and TCL. Hisense now ranks second in the number of TVs shipped, right after Samsung, and performs exceptionally well in customer service touchpoints. Other brands’ scores were as follows: Samsung (82, a 1% decline), TCL (82, a 3% increase),and Sony (81, a 3% increase).
Outside of TVs, the PC market results show that Samsung has tied with Apple in customer satisfaction with a score of 83. This is noteworthy because Apple had held the top spot alone since 2003. The boost in Samsung’s performance can be attributed to the high satisfaction with its tablet offerings, specifically the Galaxy Tab. Samsung’s tablets scored an impressive 85, which is a 6% increase. Other brands’ scores include Acer, Amazon, Asus, and Lenovo. All of them scored 78, a 1% decline.
As for consumer preferences, desktop computers lead the pack with an ACSI score of 84 (a 5% increase). Older demographics particularly prefer desktops and show a higher level of satisfaction and loyalty towards them. Laptops scored 80 (1% increase) and tablets have a score of 76, marking a decline of 4%.
The American Customer Satisfaction Index
The provided data is from the ACSI Household Appliance and Electronics Study 2022-2023. The study was conducted by interviewing 14,069 customers. It is an economic indicator introduced in 1994 by the University of Michigan’s Ross School of Business, and now produced by ACSI LLC. Using scores derived from interviews with a random sample of consumers, the ACSI gauges satisfaction across a multitude of sectors from automobiles to telecom services. With scores reported on a 0 to 100 scale, it serves as a tool, offering insights into companies’ performance in relation to competitors and indicating industry trends over time.