Apple keeps top spot in customer satisfaction
- 18 September, 2012 04:09
- Comments
Apple retained the top spot in a survey released by the American Consumer Satisfaction Index, which also found that the tablet market is spurring PC makers to improve the quality of their products.
The satisfaction rate for computers, including tablets, was 86 percent among Apple users, which was a small drop compared to the 87 percent satisfaction rate last year, ACSI found. The high satisfaction rate among customers with iPad tablets kept Apple at the top, and with more people buying tablets generally, Windows PC makers are improving the quality of products to remain competitive, ACSI said in commentary released with the survey numbers.
Customers dissatisfied with Windows PCs from Dell, Hewlett-Packard and Acer are defecting to Apple products, ACSI said. Apple is shipping more products every year, and the company's combined PC and tablet market share has been growing on a consistent basis. The small drop in satisfaction rates is not statistically significant, said David VanAmburg, managing director of ACSI LLC.
"As a result, for Apple to simply sell more laptops and/or iPads isn't likely to boost the overall score for Apple," VanAmburg said. "Apple products continue to be the best quality available to consumers, but as a whole the industry is doing a better job in recent years of providing higher-quality computer products to consumers."
Computer makers are offering better quality products, especially smaller, lighter, faster, more powerful and useful laptops and tablets, VanAmburg said. The better quality has resulted in less need for service or support.
ACSI measures the satisfaction index of multiple product indices and sectors in the U.S. The PC/tablet satisfaction index calculation involved surveying around 1,500 respondents in April, May and July. ACSI couldn't specify the number of respondents that owned Apple products.
Apple was the third-largest computer vendor in the U.S. behind Hewlett-Packard and Dell during the second quarter this year, according to research firm IDC. Apple's PC shipments in the U.S. totaled 1.8 million units during the second quarter, dropping by 1.1 percent compared to the same quarter the previous year. Apple topped the worldwide tablet market with a 69.6 percent market share in the second quarter of this year, while second-place Samsung had a 9.9 percent market share, according to IHS iSuppli.
The satisfaction rate among Windows PC owners grew as companies started making better products, ACSI said. Dell was in second place behind Apple with a satisfaction rate of 81 percent, improving from 77 percent last year. Dell in the past has had issues with customer service, especially with the non-business market, but the company is now phasing out low-priced consumer PCs in favor of high-end and business PCs like the XPS and Latitude.
The third spot was occupied by "other vendors," which include brand names like Lenovo, Samsung, Asustek and Sony, an ACSI spokesman said. Acer and Hewlett-Packard shared the fourth spot with a satisfaction rate of 79 percent, growing from 77 percent and 78 percent, respectively. HP last year decided to retain its PC business after mulling either to sell or spin it off.
ACSI is sponsored by the University of Michigan, the American Society for Quality and the CFI Group.
Agam Shah covers PCs, tablets, servers, chips and semiconductors for IDG News Service. Follow Agam on Twitter at @agamsh. Agam's e-mail address is agam_shah@idg.com
Recommended
Join the CIO Australia group on LinkedIn. The group is open to CIOs, IT Directors, COOs, CTOs and senior IT managers.
- Bookmark this page
- Share this article
- Got more on this story? Email CIO
- Follow CIO on twitter
-
Australia suspected to have PRISM data: Ludlam
-
Australia Post’s mail business to lose $200 million this year
-
Australia Post’s mail business to lose $200 million this year
-
Microsoft's ambivalence about Office on the Web gives Apple shot with iWork on iCloud
-
3 Lessons Learned From a Failed Customer Feedback Test
-
Endpoint Protection Overview
With the exponential growth and sophistication of malware today, the security industry can no longer afford to ‘bury its head in the sand’. The bottom line is that traditional endpoint security protection is now ineffective due to the sheer volume, quality, and complexity of malware. This paper looks at this problem and how Webroot, by going back to the drawing board on countering malware threats, is revolutionising endpoint protection and solving the issues that hinder existing endpoint security solutions. Download now. -
The Power of Cloud
Although cloud is widely recognized as a technology game changer, its potential for driving business innovation remains virtually untapped. To take advantage of cloud’s potential to transform internal operations, customer relationships and industry value chains, organisations need to determine how best to employ cloud-enabled business models that promote sustainable competitive advantage. Learn more about driving business model innovation. -
Saving Time and Money with Savvy Use of Flash in Automated Storage Tiering
In a sluggish economy, getting the best ROI on every IT dollar spent is the top priority for almost every business. Storage budgets in most IT environments continue to remain flat or are capped as a percentage of the overall IT spend, while data storage requirements continue to grow at an unsustainable pace. Download now to learn about the benefits of using flash in automated storage tiering.
Get exclusive access to Invitation only events CIO, reports & analysis. 
