Apple Inc. (NASDAQ:AAPL) is still killing it, so to speak, in customer service satisfaction, according to the results of a study by SurveyMonkey. However, what may be surprising is that Samsung Electronics customers are the most loyal users of the lot. In contrast, Microsoft Corporation (NASDAQ:MSFT) is lagging in both customer service satisfaction and customer loyalty. The results of the study does not bode well for the maker of the ubiquitous Windows operating system.
The survey was shared over the weekend by CNET which says that Apple Inc. (NASDAQ:AAPL) scored a very respectable 41% in customer service satisfaction, way above Microsoft Corporation (NASDAQ:MSFT)’s 19%. Samsung Electronics is at 25%.
The SurveyMonkey study was done during the last quarter of 2014 and over 5,000 adults are said to have participated in the research.
In the graphics presented by the CNET, Intuit Inc. (NASDAQ:INTU) and Adobe Systems Incorporated (NASDAQ:ADBE) were also revealed to have scored 24% and 16% respectively in customer service satisfaction. However, even though the iPhone maker and its South Korean rival scored well in the study in terms of the metric relative to the performance of their peers, they are still way below the industry benchmark which was pegged by SurveyMonkey to be at 75%.
Where Samsung Electronics wins over Apple Inc. (NASDAQ:AAPL), however, is brand loyalty. Whereas Microsoft Corporation (NASDAQ:MSFT) scores a negative (-8%, to be exact) and the iPhone maker scores 28%, Samsung scores 35%. Both Samsung Electronics and Apple, however, are above the industry benchmark which is at 19%. Intuit and Adobe scored 28% and 13% respectively.
While the results of the study may be a mixed bag for Apple Inc. (NASDAQ:AAPL) as its rival’s fans are actually more loyal than they would have thought at first, these results are nothing but bad for Microsoft Corporation (NASDAQ:MSFT).
However, these results are not that surprising when it comes to Microsoft. The software giant doesn’t exactly have a stellar performance in terms of products. People still remember the travesty which was Vista. Some may even say Windows 8 is the same. As another example, the company had to write down $1 billion because the first generation of its Surface tablets as they failed to sell more units than was initially planned.
Cliff Asness’ AQR Capital Management owned about 6.36 million Apple Inc. (NASDAQ:AAPL) shares by the end of the last quarter of 2014, an 18% increase quarter over quarter. Donald Yacktman’s Yacktman Asset Management owned about 21.99 million Microsoft Corporation (NASDAQ:MSFT) shares by the end of the last quarter of 2014, a marked 62% decrease quarter over quarter.
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