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Apple Continues Lead in PC Customer Satisfaction Index

By - Source: ACSI | B 66 comments

The American Customer Satisfaction Index (ACSI) today released updated scores for PC manufacturers. Apple is once again leading the pack.

According to the ACSI, Apple scored 87 points, ahead of HP with a result of 78, Dell with 77, Acer also with 77 and Compaq with 75. All other manufacturers averaged 77. Apple holds the highest score on record for the eighth consecutive year.

“In the eight years that Apple has led the PC industry in customer satisfaction, its stock price has increased by 2300%,” 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.”

Only one other PC vendor was able to hit a score in the eighties besides Apple - HP in 1995. Thanks to Apple, the average satisfactions core for the PC market has been increasing. The industry hit a low of 69 in 2001 and has been improving in every but one year since then.

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  • 22 Hide
    TunaSoda , September 22, 2011 12:49 PM
    How satisfied are the FoxConn employees?
  • 20 Hide
    g00fysmiley , September 22, 2011 12:19 PM
    in other news zelous followers of anything are generally satisfied with it
  • 13 Hide
    tomshwuser , September 22, 2011 1:12 PM
    whats the customer satisfaction score on custom built pcs?
Other Comments
  • 12 Hide
    cats_Paw , September 22, 2011 12:10 PM
    For some reason, i think that Index sucks. HP= dead in 1 year 30% of the shipped units.

    Asus and toshiba rocks and they are not mentioned.
  • 20 Hide
    g00fysmiley , September 22, 2011 12:19 PM
    in other news zelous followers of anything are generally satisfied with it
  • 3 Hide
    andy5174 , September 22, 2011 12:23 PM
    What? human vs i-sheep?!
  • 11 Hide
    Miharu , September 22, 2011 12:28 PM
    I sell 1,000 pcs.
    I get 100% satisfaction.

    It's fair against someone who sell 300,000 units an just have 90% satisfaction?

    I think you can't compare apples with oranges.
    And don't forget also, apples come rotten faster than oranges.
  • 3 Hide
    billybobser , September 22, 2011 12:31 PM
    maybe they can post results of self builders and their satisfaction with their machine.

    Dell , Hp etc sell junk. Branded fancy CPU surrounded by dire components, cheap slow ram, cheap slow hard disks, 'Gamer' graphics meaning an ATI 6470.

    It's no wonder people are not satisfied.

    With regard to apple, they are probably delighted that the sandbox world they exist in, work's like it should.
  • 2 Hide
    cloakster , September 22, 2011 12:45 PM
    The only way it can be fair is if you compare HP's $1100+ notebooks to Apple's. Even then the type of people are still different.
  • 22 Hide
    TunaSoda , September 22, 2011 12:49 PM
    How satisfied are the FoxConn employees?
  • 5 Hide
    silentbobdc , September 22, 2011 12:50 PM
    There's also the reports of having to sign an NDA to get a faulty product replaced (we all remember the exploding iPhone reports a while back). I wonder how much worse their reputation would be if it wasn't so vigorously protected by a rabid legal team.
  • 0 Hide
    N.Broekhuijsen , September 22, 2011 12:53 PM
    MiharuAnd don't forget also, apples come rotten faster than oranges.

    I see what you did there
  • -5 Hide
    garyshome , September 22, 2011 12:53 PM
    in other news zelous followers of Obama are generally satisfied with him.
  • 12 Hide
    jakall , September 22, 2011 12:55 PM
    billybobserDell , Hp etc sell junk. Branded fancy CPU surrounded by dire components, cheap slow ram, cheap slow hard disks, 'Gamer' graphics meaning an ATI 6470.It's no wonder people are not satisfied.With regard to apple, they are probably delighted that the sandbox world they exist in, work's like it should.

    They don`t sell junk, they are filling a gap in the market. Not everyone wants a shiny machine to show it at the local restaurant. Don`t like it, don`t buy it.
    Junk is something with inferior components and double the price, just because it has a fruity logo on the back. (Just picture the Dell XPS 15Z vs MacBook pro 15)
    Apple sells junk, period.
  • 9 Hide
    rantoc , September 22, 2011 1:10 PM
    Ofcorse, who wants to admit they bought an expencive computer that does less and have less software. Denial at its best!
  • 13 Hide
    tomshwuser , September 22, 2011 1:12 PM
    whats the customer satisfaction score on custom built pcs?
  • 12 Hide
    guru_urug , September 22, 2011 1:19 PM
    No one whos paid a lot of money for a apple product would agree about not being satisfied...that wud be like too embarassing..
  • 4 Hide
    deweycd , September 22, 2011 1:24 PM
    It really is hard to compare apple to the others. Apple sells a very defined platform that has the hardware and software limited to set components. Once you start to add options on what hardware and software you can us you increase the likely hood for incompatibilitiy. Apple stoped this by limiting what is available. Therefore, if you are happy with the limitations apple sets, you will be quite satisfied. However, if you want flexibility, you go with something else and risk having to deal with incompatibility and other issue that you, not the vendor, likely created. Thus you are less satisfied.
  • 5 Hide
    noonin , September 22, 2011 1:27 PM
    Two things at work here:
    1. While Apple does a good job with CS, their customer base is small compared to the total of all the other PC companies their measured against, AND Apple customers are known for being fiercely loyal. Translates into a high concentration of positive reviews.

    2. Apple is the only Mac vendor. They have the luxury of having most, if not all, parts made to their own specs. Some parts may be made better (since a Mac is so ******* expensive), and they know everything will work well together because of their closed "system". A lot of computer problems are caused by operating system/software/driver problems. Apple controls the integration, translating into fewer problems.

    On the other hand, PCs have multiple vendors, with some doing a good job, some not, which tends to taint the whole PC platform perception. More importantly, if a particular vendor, say Dell, decides they want to really do something about reliability, they can only control customer service/tech support people. While they can tell actual manufactures of the internal parts the specs they want, because they're only assemblers of mass-produced parts, they can't totally control reliability or how they work together. And while they can suggest things to MS, the OS experience is pretty much out of their control too.
  • 0 Hide
    ojas , September 22, 2011 1:53 PM
    Duh, Apple hardly has any market share, it's obvious their customer's satisfaction would be higher.
  • 5 Hide
    thrasher32 , September 22, 2011 2:01 PM
    Baaaaa. BAAAAAAA!!!

    (The sound of happy sheep bleating)
  • 2 Hide
    thrasher32 , September 22, 2011 2:02 PM
    tomshwuserwhats the customer satisfaction score on custom built pcs?


    I'm betting 100%! :~P
  • 1 Hide
    silverblue , September 22, 2011 2:07 PM
    "Only one other PC vendor was able to hit a score in the eighties besides Apple - HP in 1995."

    Really? The eighties, you say?
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