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People Happier Than Ever With New Computers

By - Source: Tom's Hardware US | B 108 comments

Apple is ahead of the pack when it comes to computer happiness, but Windows 7 has done much to help the PC camps.

The American Customer Satisfaction Index (ACSI) has released its report on customer satisfaction ratings over the past year, showing that people are generally happier than ever with their goods.

“In order for demand to rebound, consumers must exhibit an increased desire to spend and have the means to do so,” said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. “ACSI data suggest that for durables, the first condition has been met in the form of higher customer satisfaction. Whether this will translate into increased consumer demand will depend on positive movement in the factors that impact the means to spend: employment, wages and access to credit.”

For satisfaction of personal computers, the rating surged up 4 percent to match the all-time industry high of 78 on the ACSI’s 0 to 100-point scale. Apple gains 2 percent to 86, its highest score ever. This marks the seventh straight year that Apple leads all other PC makers, and the 9-point gap between Apple and its nearest competitor is the largest in ACSI. Potentially skewing Apple's rating upward is the ASCI's inclusion of the iPad, which is the highest ranked product that the ASCI has ever tracked.

Despite that gap between Apple and the rest, Windows-based machines also improved and no brand declined. Dell improves 3 percent, while Acer (Gateway and eMachines) and the HP division of Hewlett-Packard both rise 4 percent, forming a three-way tie at 77. These companies are joined by the aggregate of all smaller PC makers, such as Sony and Toshiba, which gained 4 percent to 77.

“Windows-based PC brands appear to have recovered from the problems associated with the Windows Vista software,” said Fornell. “Barely a year into the release of Windows 7, satisfaction with these brands has returned to, and in some cases even surpassed, the levels prior to the launch of Vista.”

ACSI said that PC makers have benefited overall from better customer service, although this service continues to lag far behind other durable goods industries. PC owners who had reason to contact customer support are 8 percent less satisfied than those with no post-purchase contact with the manufacturer or retailer.

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  • 32 Hide
    Parsian , September 27, 2010 4:26 AM
    Windows Vista's problems existed, but much of it was over hyped and over exaggerated... All it takes is bunch of people at intelligence level of a Mac user to hear a rumor and then he/she will react religiously without further inquiry to believe the rumor.
  • 30 Hide
    Bluescreendeath , September 27, 2010 5:20 AM
    When you pay $2000 for a Mac, you better be happy or you've realized you've been overcharged for something that really costs half the price.

    If you buy an expensive glass of wine from a $500 bottle, you're going to say it tastes classy and elegant compared to a cheap wine from a $10 bottle...even if in reality the two wines were actually from the same damn bottle.

    Self-fulfilling prophecy in psychology.
  • 29 Hide
    Nesto1000 , September 27, 2010 4:38 AM
    Apple is high up there because the apple fanboys can't say anything bad about their "perfect" Mac computer...
Other Comments
  • 32 Hide
    Parsian , September 27, 2010 4:26 AM
    Windows Vista's problems existed, but much of it was over hyped and over exaggerated... All it takes is bunch of people at intelligence level of a Mac user to hear a rumor and then he/she will react religiously without further inquiry to believe the rumor.
  • 28 Hide
    AMW1011 , September 27, 2010 4:35 AM
    The only reason someone buys a Mac is because it suites their professional needs or they are one of those people who buy into the marketing and the perceived elitism of Apple products. The former is going to be happy because he bought it specifically for one of its strengths that he knew about going in, and is likely pretty well informed. The latter wasn't thinking objectively to begin with.

    Anyway, with all the sh*ty budget PCs out there, I think a 77% satisfaction rate is extremely commendable.
  • 29 Hide
    Nesto1000 , September 27, 2010 4:38 AM
    Apple is high up there because the apple fanboys can't say anything bad about their "perfect" Mac computer...
  • 2 Hide
    insightdriver , September 27, 2010 4:45 AM
    personal perceptions are valid. If they aren't, then yours is null and void, nesto1000

    PS. I am a windows 7 user.
  • -4 Hide
    Gin Fushicho , September 27, 2010 4:49 AM
    That's... good. I think people just need to be more open to change. People like Mac's because they don't change.
  • 18 Hide
    liveonc , September 27, 2010 4:56 AM
    Let Mac people be happy with crap products. They're happier than non-Mac people who always complain about getting too little & paying too much. But don't get this wrong, because if Mac people ever get an iPhone 4G that actually works, it's because of all the non-Mac people who like to point out everything a Mac can't do.
  • 21 Hide
    kageryu , September 27, 2010 5:08 AM
    Man. I remember, I was so happy when I bought a ****** Dell that was being phased out in favor of the new Core 2 Duo comps. I was so...uneducated...5 years ago. Now, I've build my own computer and I'm happy as hell. I feel sad whenever I see someone with a Dell/Alienware/HP/Acer Desktop. At the same time, I laugh at the people who bought a Mac desktop. (b^_^)b
  • 11 Hide
    liveonc , September 27, 2010 5:11 AM
    mojo1973Aren't you better off talking about something that you own vs something that you don't? You know nothing about Macs. You haters are living in a reality distortion environment where surveys and reviews don't matter. The only thing that matters is your opinion. Way to go!! Now watch me get voted down. Hate wins.


    But I know people who own Macs, I can even use them myself! It's not them I dislike, it's the way they think. But they pay for their Mac products themselves, even if I give an iPod as a present, it's because they wouldn't use it if it wasn't. But their logic isn't logic, it's a woman with a gucci bag, an iPhone in it, & Sex & The City as the only thing there is to talk about, if talk is required.
  • -2 Hide
    molo9000 , September 27, 2010 5:15 AM
    Apple has figured out a long time ago what makes customers happy.
    Hardware, operating system, drivers and service from the same company just makes for a complete package. Couple that to great industrial design and attention to detail and you have a very satisfying computer even if it doesn't come cheap.
  • 21 Hide
    Trashit , September 27, 2010 5:17 AM
    I think in the case of Mac users its a matter of ignorance is bliss, or put another way...not much can go wrong if all you do is check your email and update your facebook.
  • 30 Hide
    Bluescreendeath , September 27, 2010 5:20 AM
    When you pay $2000 for a Mac, you better be happy or you've realized you've been overcharged for something that really costs half the price.

    If you buy an expensive glass of wine from a $500 bottle, you're going to say it tastes classy and elegant compared to a cheap wine from a $10 bottle...even if in reality the two wines were actually from the same damn bottle.

    Self-fulfilling prophecy in psychology.
  • 25 Hide
    Bluescreendeath , September 27, 2010 5:22 AM
    molo9000Apple has figured out a long time ago what makes customers happy.Hardware, operating system, drivers and service from the same company just makes for a complete package. Couple that to great industrial design and attention to detail and you have a very satisfying computer even if it doesn't come cheap.


    Uhhh, the only thing Apple makes is make the computer case and the operating system. The hardware is made by companies like Intel, AMD, Asus, Evga, Gigabyte, Seagate, etc. Drivers also comes from those companies.
  • 27 Hide
    ruffopurititiwang , September 27, 2010 5:27 AM
    PC users are more critical of their computers and gadgets. If it sucks, they're not going to go out of their way to defend it. They are going to complain!

    Mac users, on the other hand, think an Apple product is good because it's shiny and made by Apple and their Messiah, Steve Jobs, said it's the best thing ever!
  • 2 Hide
    liveonc , September 27, 2010 5:30 AM
    TrashitI think in the case of Mac users its a matter of ignorance is bliss, or put another way...not much can go wrong if all you do is check your email and update your facebook.


    Ignorance is Bliss, but are they really happy, or just keeping up appearances & afraid to complain? An eating disorder usually come from not being able to be yourself & always afraid to tell people how you really feel. But if Mac people prefer to blindly support & be like everyone else because being different is taboo, it's okay for me to let them pretend to be happy, even though they're not, & getting mad at me every time I touch a nerve that hurts because it's true that yesmen only go with the flow never daring to go against it.
  • 4 Hide
    randomizer , September 27, 2010 5:38 AM
    liveoncIgnorance is Bliss, but are they really happy, or just keeping up appearances and afraid to complain?


    You could ask the same question of PC owners. Maybe they aren't really happy either. I don't know why some people can't get their head around the concept of personal preferences that are different to their own. It's hypocritical to call Mac users arrogant if you can't comprehend this. Some people buy luxury items because they like luxury items and they can afford them. Some people hardly use computers and a crappy OEM thing for $600 will suffice. Not everyone plays Crysis. Not everyone wants to overclock. Not everyone likes Windows (I know, shocking).

    I like the look and feel of Mac laptops, but I'd never buy one. I'm a cheapass and OSX is not the right tool for the things I use a computer for. Sadly, most people, even enthusiasts, don't know if they are using the right tool for the job. They just use what they've always used.
  • 2 Hide
    fyasko , September 27, 2010 5:42 AM
    BluescreendeathUhhh, the only thing Apple makes is make the computer case and the operating system. The hardware is made by companies like Intel, AMD, Asus, Evga, Gigabyte, Seagate, etc. Drivers also comes from those companies.


    they don't even make their own OS, it's a tweaked out UNIX OS. soo... really MAC's are the equivalent to gucci or LV, it's a fashion statement, a status symbol. a hyundai genesis is better than a 3 series BMW but no one buys BMW because they are the best, it is because of status. MAC users are the same crop that buy "porche" boxter's and cayenne's.
  • 0 Hide
    liveonc , September 27, 2010 5:53 AM
    randomizerYou could ask the same question of PC owners. Maybe they aren't really happy either. I don't know why some people can't get their head around the concept of personal preferences that are different to their own. It's hypocritical to call Mac users arrogant if you can't comprehend this. Some people buy luxury items because they like luxury items and they can afford them. Some people hardly use computers and a crappy OEM thing for $600 will suffice. Not everyone plays Crysis. Not everyone wants to overclock. Not everyone likes Windows (I know, shocking).I like the look and feel of mac laptops, but I'd never buy one. I'm a cheapass.


    I guess that's why I use a Lenovo ThinkPad, because I'm a cheapass who couldn't get it cheaper! Maybe it "might" have had "something" to do with build quality, as Lenovo is SO "not into branding" & OCing a Lenovo is why people buy a Thinkpad.

    That now I've got a mini-PCIe slot that's empty, but chose instead of hacking my BIOS or buying an overpriced 3G card, I choose to use mifi & wait for a 4G card, is a Human who made a mistake & doesn't feel like making the same one ASAP.

    But please do feel that way about Mac-quality, & consider everything non Mac as a being vagabond cheapsters who are too poor to care about build, quality, & fashion.
  • 7 Hide
    randomizer , September 27, 2010 5:59 AM
    liveoncI guess that's why I use a Lenovo ThinkPad, because I'm a cheapass who couldn't get it cheaper! Maybe it "might" have had "something" to do with build quality, as Lenovo is SO "not into branding" & OCing a Lenovo is why people buy a Thinkpad.That now I've got a mini-PCIe slot that's empty, but chose instead of hacking my BIOS or buying an overpriced 3G card, I choose to use mifi & wait for a 4G card, is a Human who made a mistake & doesn't feel like making the same one ASAP.But please do feel that way about Mac-quality, & consider everything non Mac as a being vagabond cheapsters who are too poor to care about build, quality, & fashion.


    Case in point:

    randomizerI don't know why some people can't get their head around the concept of personal preferences that are different to their own. It's hypocritical to call Mac users arrogant if you can't comprehend this.


    Fanboys from all sides make me sick. I prefer not to subscribe to OS religions.
  • 4 Hide
    deadmeow , September 27, 2010 6:00 AM
    Don't rag on apple. The Apple II is still my favorite computer!!!
  • -1 Hide
    liveonc , September 27, 2010 6:08 AM
    randomizerCase in point:


    Case in point is that I didn't call them arrogant, I called them stupid. It's not just branding, but having everything Mac & not having other choices because it's not cool to have them, even though they are possible & that's the shackles they paid for because others have them too.
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