updated 02:20 pm EDT, Tue August 24, 2004
Appele tops satisfaction
Recent data published by the (ACSI) shows Apple leading the consumer computer industry with the the highest customer satisfaction. On average, 74 percent of consumers reported being satisfied with their computer purchase.
Overall consumer satisfaction in the computer industry declined about 5 percent from 1995. By contrast, Apple's satisfaction rating rose 5 percent from 1995. Additionally, Apple's satisfaction rating is five percent higher than that of just last year.
Apple's latest overall rating was 81 percent satisfaction: seven percent higher than the industry average. Dell was second strongest with 79 percent satisfaction, while HP-Compaq was the lowest with only 69 percent satisfaction.
Apple's 81 percent rating is the highest measured by ACSI for a computer manufacturer in nine years, when the organization began assessing consumer satisfaction.
"Apple hit its low-point in the ACSI in 1998. That year the company introduced the iMac series and product innovation has been one of the company’s strengths in the years since. Customer satisfaction has improved dramatically. The 17% increase (from 69 to 81) since 1998 is one of the largest in ACSI for any measured company over that period."