Apple once again tops PC satisfaction index

Apple once again tops PC satisfaction index

Summary: Apple once again tops the ACSI satisfaction index as consumers embrace mobility, leaving the likes of HP, Dell and Toshiba playing catch-up.

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TOPICS: Hardware
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Cupertino-based Apple once again trumps every major PC manufacturer in a new customer survey carried out by the American Customer Satisfaction Index (ACSI).

The ACSI polled over 2,700 Americans over the months of April and May, and got them to rate their experiences with recently purchased desktops, notebooks, and tablets as sold by Apple, Acer, Dell, Hewlett-Packard and Toshiba. The remaining OEMs have been grouped into a category called "All Others."

Apple tops ACSI index
(Source: ACSI)

The ACSI, which has been carrying out surveys since 1995, puts Apple’s overall satisfaction score at 87 out of a possible 100, one point higher than last year and equaling Apple's best score to date.

Apple's closest competition comes from HP, with a score of 80, with Dell coming in at third with 79. Overall, both HP and Toshiba increased their ACSI score by a point compared to 2012, while Dell and Acer both suffered a drop of two points, to 79 and 77 respectively.

The OEMs grouped into the "All Others" category saw their scores drop by four points to 76.

"Microsoft's revamped Windows 8 operating system does not seem to have provided a bounce in sales or in customer satisfaction for these manufacturers," said ACSI director David VanAmburg. "Moreover, the vast majority of devices offered by HP, Dell, and other smaller PC makers are desktops or laptops — a category that consumers find less gratifying than tablets."

Mobility, it seems, is attractive.

"What we're seeing in our data is the same as what we're seeing in PC sales, that the trend toward greater mobility continues to gather steam," VanAmburg said. "Mobility is so attractive [it is] driving people away from PCs."

The survey gives us – and the OEMs – a clear indication of what consumers what from a PC. At the top of the list is size and visual appeal, followed by availability of accessories, software and apps, and graphics quality. 

Topic: Hardware

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55 comments
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  • Microsoft is not on the list

    You just can't make this stuff up. ;-)
    danbi
    • Maybe

      Maybe its because Microsoft isn't a major PC manufacturer? Wow! It's amazing what a little use of your brain can do for you. :-)
      Tiggster79
      • Re: Maybe its because Microsoft isn't a major PC manufacturer?

        Impossible!

        Wasn't it Microsoft who invented the Personal Computer? The company that has 1.3b personal computers in use. The company who brought us the most innovative personal computer, the Surface? /s
        danbi
        • Actually, the PC was not born by Microsoft

          IIRC it was the Altair that was the "original" PC. Or the Apple 1. Definitely nothing from MS.
          itguy10
          • Troll alert

            Don't feed the troll!
            Tiggster79
        • Did anyone say Microsoft invented the PC?

          nt
          ye
        • When in a panic, you'll say anything.

          So in your haste to throw MS into this somehow, you say one of the silliest things you've ever thought of. (in the past week)

          Even you can't be that uninformed. Seriously, you have to be a plant on this site.
          William Farrel
          • Re: When in a panic, you'll say anything.

            Good fanboy. You took the bait. ;-)
            danbi
        • You're trolling...

          Apple only sells expensive higher end PC's. All the other OEMs in the list, besides high end units, sell a lot of inexpensive PCs that obviously need to have some compromises.

          Apple PCs are also usually regarded as investments and will never be treated like a work issued thinkpad. The macuser will always treat his macs with greater care and always feel "satisfied" when responding to these surveys.

          Finally, HP, the 2nd name on the list doesn't look too shabby either; everyone hates on HP if we're to listen to the typical tech blog commentating community.
          Ghest
          • Re: Apple only sells expensive higher end PC's.

            This is fanboy nonsense, but.. everyone is entitled to believe in what they will.

            No, I am not trolling. I am being sarcastic. If you didn't notice.
            danbi
      • So, the Surface and Surface Pro

        are just all figments of our imagination? The survey included tablets.
        baggins_z
        • That makes them a "major" PC OEM?

          If you knew how to read, you'd have known I didn't say they didn't make PCs, but that they are now a major PC manufacturer. Go back to primary school! :-)
          Tiggster79
          • Already dead

            Microsoft is dumping the last of these cheap. They were a failure.
            roger that
    • Maybe not...

      Surface RT/Pro ring a bell?
      strat@...
      • N0... it is right.

        The problem is that not enough people are buying them to rate thier reliability. The surface pro is a niche product at this time and a small niche at that.

        RT is not a PC, it pretends to be but it is a pad device and again a relatively minor player, look at the "all others" for its rating.
        KBabcock75
      • Nope.

        Surface is a tablet, not a PC. Different category.
        moofer1972
        • Incorrect

          From the article: The ACSI polled over 2,700 Americans over the months of April and May, and got them to rate their experiences with recently purchased desktops, notebooks, and tablets as sold by Apple, Acer, Dell, Hewlett-Packard and Toshiba.
          THavoc
    • :-)))

      I would vote +5, but unfortunately there can be the only one. :-)
      Maria Davidenko
    • Everytime you say something

      you show how little you know.

      You just can't make this stuff up. ;-)
      William Farrel
      • Re: Everytime you say something

        How nice of you William, to follow my posts. :)

        It would be nicer if you actually learn something in the process... but that time will come too, some day.
        danbi