Apple dominates PC customer satisfaction, HP, Dell, Acer improve

Apple dominates PC customer satisfaction, HP, Dell, Acer improve

Summary: Apple delivered its highest customer satisfaction score, according to the American Customer Satisfaction Index (ACSI). Windows PC makers also due to the success of Windows 7.

SHARE:

Apple delivered its highest customer satisfaction score, according to the American Customer Satisfaction Index (ACSI). Windows PC makers also due to the success of Windows 7.

Among the PC leaders:

  • Apple had a score of 86 on a 0 to 100 scale. That tally was Apple's highest ever.
  • Dell, Acer and HP have a three way tie at 77.

Claes Fornell, director of the National Quality research Center at the University of Michigan, said in a commentary:

Apple continues its dominance, leading the PC category by a wide margin for the seventh straight year. Customer satisfaction with Apple’s computer products, including the iPad, rose 2% to an ACSI of 86—the highest score ever for Apple. The company now has a 9-point lead over its nearest competitor. No other company in the ACSI has as formidable a lead within its own industry. Innovation and product diversification, along with strong customer service, have long been at the center of Apple’s success.

And Fornell on PC scores:

Among Windows-based PC makers, satisfaction with Dell improved 3% to 77, while Acer (Gateway and eMachines) and the HP division of Hewlett-Packard both rose 4% to 77—creating a three-way tie. The aggregate of all smaller PC makers, such as Sony and Toshiba, joined the tie as well (+4%), placing the entire industry well behind leader Apple. Only the Compaq division of Hewlett-Packard was stagnant at the bottom of the industry with an unchanged score of 74.

PC makers overall have benefited from better customer service. Still, customer service for personal computers continues to lag far behind other durables. Owners who had reason to contact customer care or technical help lines were 8% less satisfied than those who had no post-purchase contact with the manufacturer or retailer.

Topics: Apple, Dell, Hardware, Hewlett-Packard

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

Talkback

70 comments
Log in or register to join the discussion
  • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

    Yeah, it's that evil closed system environment Apple so jealously guards that causes people to not be happy with their...oh wait. Nevermind.
    dheady@...
    • Yeah.. it's the simple fact that CrApple iFantoids are ALL LIARS!

      @dheady@... "Magical and Revolutionary"? haha.... more like only magical in how they have their idiot customers lined up like zombies to "Magically" pay more for something than it's worth. Then rant about how "Revolutionary" it is to have them be putting more money in CrApple's pockets for less fuctionality and less actually useful features. How much they love not having FLASH or have it work right. Because it gives them an excuse to blame their frustration on Adobe rather than CrApple! ;) ....where it belongs!
      i2fun@...
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @i2fun@... Don't you ever get tired of fanboi rants? At least Loverock backs up his arguments with logic.
        nix_hed
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @i2fun@... And yet they have the highest customer service rating in the industry... your post = obvious and major fail.
        athynz
    • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

      @dheady@...
      I wish they had surveyed me. I own a Mac which I only trust to work on music and I've had a total of 5 replacement iPhones now and counting. Their stores offer the worst retail experience I've ever had in decades of buying equipment. I guess I must have missed the day they handed out the kool-aid.
      BillDem
  • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

    People aren't going to spend $1200 on a computer and say it sucks.
    Loverock Davidson
    • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

      @Loverock Davidson

      Except you forget Dell, HP, etc. all sell machines that are $1200+

      And you forgot Apple sells a $699 machine (MacMini) and a $999 laptop (White Macbook)

      But then again your posts are never about facts.
      itguy08
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @itguy08
        Same rules apply, they aren't going to talk bad after spending $999 on a machine.
        Loverock Davidson
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @itguy08

        "Except you forget Dell, HP, etc. all sell machines that are $1200+"

        Except you forget that the percentage of machines that Dell and HP sell that are 1200+ is way, way lower than Apples.
        SlithyTove
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @Loverock Davidson nice changing of the rules there...but of course you always do to suit your own flawed logic.
        Ron Burgundy
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        Apple's Mac Mini is over priced. Small hard drive, comes with no keyboard or mouse. For $699 I can buy a Dell compact desktop with monitor for that! You can argue quality but their all made in China these days.
        jscott418-22447200638980614791982928182376
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @Ron Burgandy

        No change of rules, its still the same concept.
        Loverock Davidson
    • Why not back in the day they spent thousands on a

      @Loverock Davidson
      Yugo and were very quick to say it sucks. I can go on and on and on about the examples that prove you wrong time and time again but why keep shooting that poor fish stuck in a very small bucket?

      Pagan jim
      James Quinn
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @James Quinn
        Except this isn't about the Yugo.
        Loverock Davidson
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @Loverock Davidson True it's not about the Yugo. But the analogy provided shoots down the concept you put forth - how someone will will spend $1,200 on a computer and not complain that it sucks. It is the same as someone spending $15,000 on a vehicle (I'm assuming the Yugo's were around that price point) and not saying that it sucked which is NOT true at all... Personally if I spend money on something and it does not perform to my standards or the standards that they claim it will then yes I'm going to complain and demand a new product or my money back - and I'm pretty sure most people feel the same way.
        athynz
    • Why not?

      After all, if they have "that much money" then finding an excuse to whine and change gear is hardly going to be an issue is it.
      zkiwi
    • Quite the contrary....

      @Loverock Davidson

      The more you spend on a product the easier it is to complain about spending your hard earned money on a product, that sucks. But Apple continues to prove time and time again that their users are the happiest.

      If I buy a cheap product from WallBox and it breaks within a week, that's expected. As the saying goes, you get what you pay for.
      dave95.
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @dave95.
        Actually, the more you pay the more you will ignore any faults. See Cognitive Dissonance.
        RA5
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @dave95.
        Wrong. The more you spend the better the deal you think you got so your less likely to complain.
        Loverock Davidson
      • RE: Apple dominates PC customer satisfaction, HP, Dell, Acer improve

        @RA5<br><br>"See Cognitive Dissonance."<br><br>Please don't use words to which you don't know the definitions.
        DeusXMachina