Apple tops PC makers in customer experience survey

Apple beat all of the top PC manufactures in a survey about their customer experience.Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences in its Customer Experience Index 2008 (PDF, reg.

Apple beat all of the top PC manufactures in a survey about their customer experience.

Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences in its Customer Experience Index 2008 (PDF, reg. req'd). Forrester calculated a Customer Experience Index for 113 firms in 12 different industries based on consumer responses.

Apple topped the list of five PC manufacturers and also scored the highest in ease of use:

Customer Experience Rank - Company - Easy of Use Index

  • 23. Apple - 86% (Good)
  • 64. Gateway
  • 72. Hewlett-Packard
  • 78. Compaq
  • 93. Dell - 58% (Poor)

Apple's scores weren't stellar -- it just barely made the 80% cutoff point for "excellent" -- PC manufactures were worse. Apple only scored “good” in usefulness and "okay" in enjoyability, but Gateway, Hewlett-Packard, Compaq and Dell scored worse.

So there you have it, Apple offers the best customer experience, at least for the 5,000 people Forrester surveyed.