ACSI


'ACSI' Articles

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

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

iPhone SE Tops Customer Satisfaction Survey Despite Shift Towards Larger Screens

Despite a shift towards smartphones with larger screens, the iPhone SE has topped all other smartphones in the annual American Customer Satisfaction Index (ACSI). Apple's four-inch smartphone received a customer satisfaction score of 87 out of 100 to finish just ahead of Samsung's 5.7-inch Galaxy S6 edge+ and the 5.5-inch iPhone 7 Plus. 20 other smartphones, mostly including other iPhone and Galaxy models, received customer satisfaction scores of between 70 and 85, according to the ACSI results published today.“Over the past few years, the general trend for smartphones has been toward larger screens,” says ACSI Managing Director David VanAmburg. “But apparently, consumers were craving a new iteration of a smaller, less expensive phone as the iPhone SE – Apple’s first update to a 4-inch phone since 2013 – comes in first in ACSI this year.”ACSI said the results are based on interviews with 36,194 customers in the United States, chosen at random and contacted via email between May 2016 and April 2017. The survey data was inputted into ACSI's so-called "cause-and-effect econometric model," which in turn estimates customer satisfaction. Apple introduced the iPhone SE in March 2016, acknowledging that some people simply love smaller phones, as evidenced by the 30 million 4-inch iPhones that it sold in 2015. The smartphone is essentially an iPhone 5s with newer tech specs, including a twice as fast A9 chip and a 12-megapixel rear camera. Given its lower $399 starting price, the iPhone SE is also a popular smartphone in more price-sensitive markets such as India.

Apple Edges Samsung to Top U.S. PC Customer Satisfaction Survey for 13th Consecutive Year

The American Customer Satisfaction Index (ACSI) today released its latest results [PDF] on U.S. consumer satisfaction in the personal computer industry, including tablets, with Apple narrowly topping the charts for the thirteenth consecutive year. Apple maintained its year-ago score of 84 out of 100 in the survey, consisting of interviews with 3,500 customers chosen at random and contacted via email in June to share their experiences with recently purchased products like Macs and iPads. Samsung, in its second year of ACSI tracking, trailed just one point behind Apple with a score of 83 out of 100, a 6.4% rise compared to its 2015 score. Much like the smartphone category, the personal computer industry has become a race between Apple and Samsung for both market share and customer satisfaction. Apple and Samsung dominate market share in the tablet category, but the two companies take divergent views on the future of tablets. Apple continues to add laptop-like functionality to iPads, while Samsung sees tablets as additional devices for entertainment and browsing that complement—but not replace—laptops.Amazon, which manufactures affordable Kindle tablets but not traditional PCs, finished third in customer satisfaction with an 80 out of 100 score, while PC makers Acer, ASUS, Dell, HP, Lenovo, and Toshiba rounded off the list with scores between 73 and 78. ACSI's scores are calculated using its so-called cause-and-effect econometric model, which it says is based upon survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value.