Samsung Receives #1 Rankings for Service for Appliances by ASCI

Published: September 24, 2023

Samsung Receives #1 Rankings for Service for Appliances by ASCI

This article was originally published on September 24, 2023; it was updated on October 5, 2023.

Samsung Electronics America has earned #1 rankings in product quality for TVs and #1 rankings in service experience for its Home Appliances in the 2023 American Customer Satisfaction Index Survey (ACSI®)[1]. The Index surveys customers rating their own consumer electronics and identifies industry leaders for excellence based on customer feedback regarding service repair, product durability and warranty coverage. For information on Samsung Electronics America’s PC rankings, please visit the ACSI website.

Customer confidence in product quality and after-purchase care increases their likelihood to repurchase from a brand. Samsung ranked #1 in overall quality and #1 in product quality for the second year in a row for TVs[2]. In particular, Samsung TVs ranked #1 for overall quality, product quality and warranty coverage, signaling that people trust in the brand and have peace of mind knowing Samsung Care covers their TVs if something does go wrong. The company’s TVs also scored highly in satisfaction for screen size, durability and image and sound quality[3].

Access to quality, convenient customer care is also important to customers purchasing home appliances. For the second year in a row, Samsung ranked #1 in overall service experience by achieving top scores for Service Time, Service Help, Service Ease and Service Outcome by ACSI for home appliances[4]. This is a testament to the company’s investments in making it easier to access customer care via SMS message and offering best-in-class technician training to ensure products are fixed fast and fixed right. Customers also ranked Samsung home appliances #1 for energy-efficiency. Not only are energy-saving home appliances good for the environment, they can also help people save money on utility bills. Today, 100% of Samsung dishwashers and front-load washers, 94% of refrigerators, 48% of top load washers and 48% of dryers are ENERGY STAR® certified.

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“A new TV or appliance can be a major household expense and we don’t take lightly the amount of time and energy people put into deciding which brand to purchase,” said Chris Kim, Vice President of Consumer Electronics Customer Care at Samsung Electronics America. “These products play such a significant role in family life, so this ACSI recognition is particularly rewarding as we continue to invest in making reliable products, and go the extra mile to deliver convenient customer care.”

Customer-First Consumer Electronics Care for the Way People Live Today

Samsung Care gives customers choices and makes it easy for them to get quality and convenient device care options on their terms. Samsung provides 99.9% of the U.S. with convenient Care coverage for TVs and home appliances[5]. Even in rural areas, people can access quality service via Samsung Beyond Boundaries. With this program, customers located within a 4-hour radius of a Samsung care center in various U.S. regions can receive at-home repairs for their consumer electronics. For anyone outside of this radius, the company can also dispatch qualified technicians via the Samsung Traveling Techs program.

The company is also making investments in proactive and preventative care with its connected solution for home appliances, which improves repair accuracy. The Home Care service in the SmartThings app[6] uses AI to automatically detect and troubleshoot an issue. When an error code happens, consumers will get an alert with more information and instructions for a home fix. If the issue requires technical support, they can chat with a care professional or make a repair appointment with a company-certified technician, as well as order after-market items, like water filters, right from the app.

On the back-end, Samsung Care uses the diagnostic information to better understand the issue and assign the right parts and tools. Unlike before, when you had to pull out the product manual to decipher the error code and potential fix, this connected care solution is a seamless maintenance solution.

[1] ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.
[2] Samsung tied with four other TV brands for Overall Quality and Product Quality.
[3] Samsung tied with two other TV brands for Image Quality and four other TV brands for Durability and Sound Quality.
[4] Samsung tied with two other Appliances brands for Service Ease and three other brands for Service Time.
[5] Coverage includes 99.9% of delivery zip codes (excluding P.O. box, APO/FPO/DPO) by our largest retailer; in-warranty service only.
[6]All devices must be connected to Wi-Fi or another wireless network and registered with a single Samsung account. Requires compatible Samsung home appliance product. Access Home Care in the Life tab within the SmartThings app.

Photo credit: Samsung

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