Apple Devices Earn Highest Customer Satisfaction Score Among PC and Tablet Makers

Tuesday September 25, 2018 7:00 am PDT by Juli Clover
Apple's Macs and iPads continue to have the highest customer satisfaction score among PC and tablet makers, according to the American Customer Satisfaction Index's new 2018 Household Appliance and Electronics Report.

Apple earned an ACSI score of 83 in 2018, the same score that it had last year, remaining in the lead over Amazon, Samsung, ASUS, HP, Lenovo, and more.


According to the ACSI, Apple's machines earned best-in-class ratings across "nearly every aspect of the customer experience" from device design to features and available apps.

Apple earned the highest score despite the fact that much of its Mac and iPad lineup has yet to be refreshed in 2018. We are awaiting refreshed iPad Pro models with major upgrades like an edge-to-edge design with slimmer bezels and Face ID, along with updates to the MacBook, Mac mini, and other machines.

Based on ASCI's numbers, Amazon is closing in on Apple with an ASCI score of 82, with customers satisfied with design, ease of operation, and sound/graphics quality on the company's line of tablets.

Samsung tied with Amazon, also earning a score of 82. Samsung also scores well across the customer experience, but can't match Apple on features that include operating system, preloaded apps, and data storage.

According to the American Customer Satisfaction Index, overall customer satisfaction with personal computers (a category that includes laptops, desktop machines, and tablets) continues to earn a score of 77 on the ACSI scale.

Smartphones outpaced personal computers in customer satisfaction back in 2014, and customers continue to be more satisfied with their handheld devices, using them for more tasks that had previously been limited to computers.

Among PC owners, desktop machines earned the highest overall satisfaction score, followed by tablets and then laptops. Just 17 percent of respondents to the ACSI survey purchased a desktop computer in the last year, but customer satisfaction grew 4 percent. Satisfaction with tablets also grew 4 percent, while laptop satisfaction declined.


To create its scoring system and compile device scores, the ACSI uses data from interviews with approximately 250,000 customers each year, analyzing customer satisfaction with more than 380 companies across 46 industries.

Tag: ACSI
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cmaier
18 months ago
Can’t be true. Everything Apple does is awful and everyone hates them.

I know this because I hang out here a lot.
Rating: 13 Votes
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adamjackson
18 months ago
I hope I get polled in one of these surveys. I have spent 6 days with FaceID and am sick of seeing this 10 times a day:





In every scenario that I'm not holding my iPhone, I can't unlock it. This is a huge regression from TouchID and if Apple wants less screen time, they're getting it because I just give up and do something else.
Rating: 6 Votes
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MarkB786
18 months ago

35 dollar ****** tablets

**** tablets that people apparently love just about as well as Apple **** products.
Rating: 5 Votes
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69Mustang
18 months ago

I guess they get high marks, cause they're mostly kindles and they do absolutely nothing other then display text on screen. Kinda hard to screw that up. And the other tablets are pretty much just toddler distraction devices.

Right tool for the right job. Customers purchased them to do exactly what they do. That's why the sat rating is so high.
Rating: 4 Votes
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69Mustang
18 months ago

FaceId for the iPhone X has been annoying because, unlike touchId, it requires lighting conditions that may not be available so I’ll get the “Face Not Recognized” message..

FaceID shouldn't require any "lighting conditions". It uses an IR emitter.
Rating: 3 Votes
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Shanghaichica
18 months ago

No. I’m saying what the person you replied to in the first place is saying, that their seems a lot of support and backslapping for Microsoft’s hardware from people who don’t actually have it, but that many of those that do report dissatisfaction. That’s why they’re not appearing on a customer satisfaction survey. Their actual customers aren’t satisfied.

Can’t say I was ever satisfied with any of my windows computers.
Rating: 3 Votes
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citysnaps
18 months ago

I hope I get polled in one of these surveys. I have spent 6 days with FaceID and am sick of seeing this 10 times a day:





In every scenario that I'm not holding my iPhone, I can't unlock it. This is a huge regression from TouchID and if Apple wants less screen time, they're getting it because I just give up and do something else.


Maybe a trip to the Genius Bar for some help is in order?

I've never seen what you posted using my X for the last nine months. FaceId for me just works, and much better than TouchID.
Rating: 3 Votes
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Krayzkat
18 months ago

I hope I get polled in one of these surveys. I have spent 6 days with FaceID and am sick of seeing this 10 times a day:

In every scenario that I'm not holding my iPhone, I can't unlock it. This is a huge regression from TouchID and if Apple wants less screen time, they're getting it because I just give up and do something else.

This Xs is my first Face ID device and i set it up late friday night while half drunk in a dark restaurant, and it's been working fine for me ever since. Maybe once per day have to type in passcode after it's been charging, although this morning when i woke up it never asked....

(i took my glasses off to set it up, and have had them on every time i've used it)
Rating: 3 Votes
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cmaier
18 months ago

Nearest Genius Bar is 2 hours away. The FaceID even fails when I'm yawning, laying in bed, back down in bed, in the car, at my desk, everywhere. I have to have the phone perfectly in front of my face for it to work. Maybe I add a few dozen alternative faces and hope it works then? I'm not sure how many alternatives are allowed.

I put together some thoughts here yesterday and I keep thinking I jus need to adapt to FaceID but I would prefer TouchID return - http://adamchandler.me/blog/2018/09/24/technology-my-customer-sat-and-iphone-xs-watch-series-4/


Something is probably wrong with your device. For most of us it just works. N particular, compared to my X, my max often recognizes me before I even get it into the “right” position (the one I am used to from my X)
Rating: 3 Votes
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shareef777
18 months ago
Wait, Amazon makes PCs?
[doublepost=1537881112][/doublepost]

I hope I get polled in one of these surveys. I have spent 6 days with FaceID and am sick of seeing this 10 times a day:





In every scenario that I'm not holding my iPhone, I can't unlock it. This is a huge regression from TouchID and if Apple wants less screen time, they're getting it because I just give up and do something else.


This is exactly why I switched back to a 6 digit ping. FaceID is way to inconsistent when unlocking my phone compared to TouchID.
Rating: 2 Votes

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