The American Consumer Satisfaction Index finds consumers are as happy with computers as they've ever been - but Apple leads the pack by a wide margin.
The American Consumer Satisfaction Index has updated annual figures for consumer satisfaction in the manufacturing and durable goods sector —and the news is good for the personal computer industry, which has seen its overall score rise 4 percent to match an all time high of 78 on the ASCI’s 100-point scale. Virtually all PC makers saw their consumer satisfaction scores improve between 2009 and 2010, but the field is dominated by Apple, which saw its score improve 2 percent year-on-year to an all time high of 86 points out of 100.
“Windows-based PC brands appear to have recovered from the problems associated with the Windows Vista software,” said ASCI founder Claes Fornell, in a statement (PDF). “Barely a year into the release of Windows 7, satisfaction with these brands has returned to, and in some cases even surpassed, the levels prior to the launch of Vista.”
Amongst other computer makers, Acer, Dell, and HP, all managed satisfaction scores of 77, as did an aggregate of “smaller” PC makers like Toshiba and Sony. The score marks a 2 percent year-on-year improvement for Dell and a 4 percent year-on-year improvement for both Acer and HP. However, Apple’s score of 86 leaves it head and shoulders above the industry, with a minimum of a 9 point gap between it and other major PC makers. This is also the seventh straight year Apple has led all other PCs makers in the ASCI consumer satisfaction metrics. The 9-point lead is also the largest enjoyed by any company in any category studied by the ACSI, which spans everything from Internet retailers to gas stations to airlines and automobile manufacturers.
The ASCI notes that consumer satisfaction with PC makers across the board tends to decline if they have any post-purchase contact with the manufacturer. Consumers who have to contact a PC maker or retailer after purchase are overall 8 percent less satisfied than customers who never have to real with the retailer or computer maker again.
Showing 2 comments
RSS