Apple Devices Rank #1 in PC and Tablet Customer Satisfaction in 2020

Apple's Macs and iPads continue to have the highest satisfaction score among PC and tablet makers in 2020, according to new data shared today by the American Customer Satisfaction Index.

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In the 2020 Household Appliance and Electronics Report, Apple earned an ACSI score of 82, a one point drop from the score that it earned in 2019. Apple's satisfaction score beat out Samsung (81), Acer (78), Amazon (78), ASUS (77), Dell (77), HP (77), and others.

The score includes laptops, tablets, and desktop machines, but when splitting them out, Samsung and Apple are tied for customer satisfaction when it comes to tablets, according to the ACSI. Apple and Samsung also dominate laptop rankings, while there are narrower margins for desktop machines.

When it comes to overall customer satisfaction ratings across all manufacturers, desktop PCs, notebooks, and tablets still lag behind overall smartphone satisfaction, with desktops continuing to have the highest average satisfaction ratings.

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The overall industry rankings mimic results from the cell phone industry, where Apple and Samsung have long been locked in a two-way battle at the top for customer satisfaction. Despite slipping 1%, Apple leads the PC industry with an ACSI score of 82 that matches its rating in the cell phone industry. Samsung again holds second place, just a point lower at 81--a score that also matches its cell phone rating.

Both Apple and Samsung have shown high and stable customer satisfaction for the past five years--separated by just a point in all but one of those years. Apple continues to beat the field across the entire customer experience, receiving its highest mark for design. Samsung shines when it comes to value, rating best in class among all PC makers.

Factors that influence customer satisfaction ratings include design, graphics and sound quality, availability of accessories, software and apps, ease of operation, system crashes, and processor speed.

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To create its scoring system and compile device scores, the ACSI uses data from interviews with 14,698 customers to analyze customer satisfaction with personal computers, computer software, household appliances, TVs, and more. Customers surveyed were asked to evaluate their experiences with recently purchased products of the largest manufacturers.

Tag: ACSI

Top Rated Comments

JoelTheSuperior Avatar
10 months ago
I reckon these statistics are skewed by iPad users. The iPad is a genuinely fantastic tablet and I wholeheartedly recommend them, but my Mac using friends are increasingly frustrated with the experience.
Score: 13 Votes (Like | Disagree)
PickUrPoison Avatar
10 months ago

I reckon these statistics are skewed by iPad users. The iPad is a genuinely fantastic tablet and I wholeheartedly recommend them, but my Mac using friends are increasingly frustrated with the experience.
I don’t disagree. But a day or two a year on a Windows machine is enough to snap me back into reality. The grass on the other side of the fence is only spray-painted greener.

Being the designated family computer nerd is no bed of roses...
Score: 10 Votes (Like | Disagree)
Seanm87 Avatar
10 months ago

There seems to be a gap between what is being said in some threads regarding the way Apple is handling the Macs and the reported satisfaction of the ACSI. Either some of the issues are overblown or the ACSI proprietary algorithms didn't quite hit the nail on the head with the overall score.
The former I imagine based on how dramatic people on here can be.
Score: 6 Votes (Like | Disagree)
I7guy Avatar
10 months ago
There seems to be a gap between what is being said in some threads regarding the way Apple is handling the Macs and the reported satisfaction of the ACSI. Either some of the issues are overblown or the ACSI proprietary algorithms didn't quite hit the nail on the head with the overall score.
Score: 4 Votes (Like | Disagree)
QuarterSwede Avatar
10 months ago

I don’t disagree. But a day or two a year on a Windows machine is enough to snap me back into reality. The grass on the other side of the fence is only spray-painted greener.

Being the designated family computer nerd is no bed of roses...
Man isn’t this the truth. I’ll take Catalina even over having to maintain a Windows PC any day.
Score: 4 Votes (Like | Disagree)
Digital Dude Avatar
10 months ago
Apple has done a good job of indoctrinating younger Apple consumers to a different level of quality and service. There was a time when the Apple logo represented the pinnacle of both.
Score: 3 Votes (Like | Disagree)

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