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

Tuesday September 20, 2011 12:11 pm PDT by Eric Slivka

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.

[ 153 comments ]


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CWT1965
102 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
Rating: 15 Votes
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hcho3
102 months ago
I don't think dell deserves 77....
Rating: 10 Votes
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Mattsasa
102 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?
Rating: 9 Votes
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CWT1965
102 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
Rating: 7 Votes
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room237
102 months ago
Dell is 3rd? Really? Funny, no one asked ME to rate them.
Rating: 7 Votes
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macrumorsuser10
102 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.
Rating: 7 Votes
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Therbo
102 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.
Rating: 7 Votes
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pgiguere1
102 months ago

I think most surveys would put Windows 7 in line with Apple OS at this point, subject to the same caveats I noted above. Even Apple dropped their PC vs Mac ads when Win 7 came out. :)

Tony


It's not necessarily Windows itself that is the problem. Often it's just the hardware/software compatibility or poorly written drivers.

Apple has so few computer models that they can test intensively all their computers and make sure everything works as intended. That's something PC manufacturers can't seem to do.

Also, PC manufacturers tend to preinstall unnecessary bloatware, search toolbars and trials on their computers to get additional revenues. Not only are they annoying as hell, but they slow down your computer and a lot of people don't even know they can remove them. They just assume they are part of they OS, and then they start hating Windows for something only manufacturers are responsible for.

I work in a computer store, and opening most PC demos is a pain. You get several popups from a shitloαd of preinstalled software you don't need when booting, and it's not uncommon to see error messages from driver software/bloatware/trials that fail to boot along with the computer. The computer is brand new, and if you check the task manager, there are like 30 user processes running and slowing down the computer.
Rating: 6 Votes
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linuxcooldude
102 months ago

Norman Computers in Norman Oklahoma is one. Low volume, high quality standards.


While assembled in the USA, but are all the parts manufactured in the US?
Rating: 5 Votes
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Shrink
102 months ago

Plus I don't look down on people who do not have Apple products with a smug superiority, I educate them in the error of their ways and work on them to see the light and start buying Apple products, I have converted many people I know and work with into buying Apple products and will continue to do so


If this was from anyone else, I'd know they were joking. However...:rolleyes:

The magnanimity and kindness expressed in your willingness to educate the ignorant and unwashed masses is overwhelming. Thank you, so much, on behalf of those too stupid to know that Apple are the only electronics worth owning. You are certainly a sainted missionary plowing the fields of the electronically challenged.
Rating: 5 Votes

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