Apple Tops U.S. PC Customer Satisfaction Survey for Eighth Consecutive Time

asci 2011 pc survey
The American Customer Satisfaction Index (ASCI) today released its latest results on U.S. consumer satisfaction in the personal computer industry, with Apple topping the charts for the eighth consecutive year and setting a new company high for ratings.

Apple’s record of customer satisfaction preeminence in the personal computer industry continues unabated in 2011, as the company adds another point to its already exceptional score. At 87 (+1%), Apple outdistances its nearest competitor by 9 points.

“In the eight years that Apple has led the PC industry in customer satisfaction, its stock price has increased by 2,300%,” remarks Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. “Apple’s winning combination of innovation and product diversification—including spinning off technologies into entirely new directions—has kept the company consistently at the leading edge.”

Apple's score of 87 rose by one point over last year's score of 86 that had been its previous record high in the survey. This marks the third straight year that Apple has held a nine-point lead over its nearest competitor in the industry.

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Top Rated Comments

CWT1965 Avatar
166 months ago
yea, overpriced hardware manufactured buy $0.80 per hour sweatshop chinese labor.

Come on, every company on the list would use Chinese labour, add the likes of Sony and Panasonic into the mix as they rely on Foxconn too

The idea that every gadget on the market is manufactured on campus at the tech company's American factories is laughable, every company on that list uses chinese labour to keep cost down, don't be so high and mighty
Score: 15 Votes (Like | Disagree)
hcho3 Avatar
166 months ago
I don't think dell deserves 77....
Score: 10 Votes (Like | Disagree)
Mattsasa Avatar
166 months ago
They should really include some of the larger botique PC manufacturers in this poll. It would be a lot closer.

Tony

sorry.... what do you mean by larger botique PC manufacturers?
Score: 9 Votes (Like | Disagree)
Therbo Avatar
166 months ago
One of the reasons why other manufacturers have a lower (by no means poor) rating is because they lack control over their computers, for example.

You have a Acer laptop, it BSODs. You call Acer, they tell you to goto Microsoft, Microsoft say its a Hardware fault, goto Acer, Acer say its a issue with Windows not picking up the hardware correctly, goto Microsoft.

With a Apple product, you get a issue, you contact Apple, and they know pretty much all the issues.
Score: 7 Votes (Like | Disagree)
macrumorsuser10 Avatar
166 months ago
Apple also topped the JD Power customer satisfaction ratings for smartphones (http://www.engadget.com/2011/09/09/apple-tops-j-d-power-customer-satisfaction-survey-grim-reading/) released earlier this month.

Apple is great at making products that consumers love.

Google is great at making products that advertisers love.

Microsoft is great at making products that businesses love.
Score: 7 Votes (Like | Disagree)
CWT1965 Avatar
166 months ago
oh I see, yes I would agree with you

Can't compare though

If they sell 1000 units a year and 900 customers are satisfied that would make their approval rating higher than Apple that sell millions in a year

I have never heard of this company
Score: 7 Votes (Like | Disagree)