Top smartphone brand in South Africa revealed

The latest South African Customer Satisfaction Index shows that Apple, Nokia, and Samsung have the happiest users.

The Sacsi surveyed 2,105 consumers as to how satisfied they are with their mobile handsets.

Apple received the highest satisfaction rating at 82.7, followed by Nokia on 78.9, and Samsung on 78.8. Blackberry scored below par at 70.6.

Adre Schreuder, founder of the Sacsi, said customers’ experiences of product quality have improved across all the brands since the last index.

Customers expect more of mobile handsets than they are getting, with the exception of Nokia and Samsung – which are exceeding their customers’ expectations.

Three-year trends

Mobile handsets experienced a dip in performance on various customer satisfaction measures in 2014 as compared to 2013 and 2015.

With regards to meeting customers’ expectations, Samsung is the only brand that showed an increase – from 79.3 out of 100 in 2013 and 2014, to 82 out of 100 in 2015.

The number of complaints from customers has decreased since 2013. Apple is the only mobile brand that showed a strong upward trend in the proportion of complaints since 2013, but the upside is that these complaints were handled well.

Apple remains the leader among competitors with regards to loyalty, and showed an upward trend from 77.6 in 2013 to 80.6 in 2015.

When it comes to the proportion of customers who will recommend mobile handsets to others, Apple continues to lead, with an upward trend from 77.5 in 2013, to 77.8 in 2014, and 80.6 in 2015.

Samsung came second, with recommendations rising from 73.6 (2013), to 75.1 (2014), and 76.2 (2015).

The Net Promoter Score for Nokia is on a downward spiral at 48%, 41%, and 40.9% since 2013.

Samsung is on an upward trajectory from 43% in 2013, 47% in 2014, and 47.4% in 2015.

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