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Apple leads HP, Dell in consumer satisfaction survey

updated 06:45 pm EDT, Thu June 25, 2009

Apple consumers satisfied

Apple has taken top honors in a consumer-satisfaction survey conducted by Vocal Laboratories. The research firm spoke with 1147 consumers immediately following a support call, with 58 percent of respondents "very satisfied" after calls placed to Apple. Of individuals speaking with Dell representatives, only 46 percent gave the same response. Approximately 43 percent of HP callers were very satisfied.

The gap widens further while comparing dissatisfied customers. While only 18 percent of callers were dissatisfied with their Apple experience, roughly a third of HP and Dell callers gave the companies poor marks. Customers also reported the Apple technicians to be more effective, solving 53 percent of customer's problems. Dell trailed Apple at 45 percent while only 39 percent of HP customers were able to resolve their technical problems.

Customers from each company were generally satisfied with the amount of time they spent on hold, the ease of reaching an agent, and the professionalism of the agent they spoke with.

Apple has received leading ranks in a number of other surveys. Forrester recently placed the company above competitors while comparing ease of use, meeting needs and pleasurable experience. Apple also took the top spot in surveys conducted by ChangeWave and Consumer Reports, while the iPhone has received similar honors in the smartphone market.

by MacNN Staff




  1. JeffHarris

    Joined: Dec 1969



    So, this is news?

  1. slapppy

    Joined: Dec 1969



    Now DELL will double their effort in complaining about Apple laptops being green. More hot air out of DELL.

  1. Constable Odo

    Joined: Dec 1969


    This is not news...

    You get what you pay for when you buy Apple.

    If I paid the low prices for buying either of these brands, I wouldn't expect to get much help if something goes wrong. I could probably just buy another identical computer and swap parts and come out ahead.

    Look, we sold it to you cheap, now beat it!

  1. LouZer

    Joined: Dec 1969


    Re: This is not

    So you're saying you'd rather pay twice retail price for a computer just for good customer service?

    Personally, I remember the days when I could proudly claim "I have no idea how good or bad Apple's customer service is. I never have a problem with my Macs that cause me to call them."

    Sadly, those days have long passed...

  1. ff11

    Joined: Dec 1969


    Re: This is not

    "So you're saying you'd rather pay twice retail price ... blah blah ..."

    This lazy comment is getting tiresome. Yes, a top of the line Mac costs twice as much as a bottom of the barrel Dell, but is that really relevant? If any of the people making it would bother actually CHECKING comparable products from Apple and DEll, they would find that the Mac product is SLIGHTLY more expensive, but only slightly. For instance a Macbook pro 17" costs $2499, an similarly configured Dell 17" costs $2379 (price as of this morning). Twice the price? I think not! Better build quality and service is just icing on top of the cake.

  1. c4rlob

    Joined: Dec 1969


    Under one-roof factor

    I wonder how much of an advantage Apple has in this area from owning both the software and hardware? There's less chance for a customer to hear "well, that sounds more like a more serious software problem which we don't handle.".

  1. Salty

    Joined: Dec 1969



    I think Apple gets away with having to not do a TON of support simply because a lot of people mainly use Apple made software and hardware, and most of those work pretty dang well with each other.

  1. testudo

    Joined: Dec 1969


    Re: This is not...

    This lazy comment is getting tiresome....they would find that the Mac product is SLIGHTLY more expensive, but only slightly.

    And that argument is getting tiresome. Because you have to start with a limited supply on the Mac side, then match that with something on the PC side. The Mac side always just compares mac specs (and I thought Macs weren't about specs) but not about needs.

    I want a tower so I don't have to daisy chain a bunch of hard drives on my desk or buy some extra NAS case or something. Mac price, $3000. Now, I don't need quad-code processors, but that's what you get. So to do comparisons, the Macs out there tell you I have to now price out a Dell with Quad-core xeons, even though I would end up with much more than I need or want.

    For instance a Macbook pro 17" costs $2499, an similarly configured Dell 17" costs $2379 (price as of this morning). Twice the price?

    Oh, and that Dell 17" probably has more USB ports, PC card slot, smart card slot, and several other things the mac doesn't, but I'm sure we'll ignore that as well. We'll just add a bunch of dongles to the mac with external peripherals!

    And, no, not twice the price. But Constable Odo was comparing cheap PCs to expensive macs and then arguing that paying twice the price was worth it to get support (the twice the price, I'm assuming, coming from how he said he'd just buy another cheap PC, swap parts, and still come out ahead, so I guess actually more than twice the price).

  1. ff11

    Joined: Dec 1969


    Re: This is not...

    Testudo, I will give you that Apple does not offer as many low end choices as some PC vendors. But that's an entirely different argument than claiming Apple charges more for the same hardware.

    And yes, the Dell laptop probably has a few features the Apple does not, but the Mac also has a few features the Dell does not such as unibody aluminum construction, LED backlit screen, backlit keyboard, and MUCH lower weight (the Dell weight FIVE POUNDS more!). But it is the closest we can come to matching components. I find the argument of comparing expensive macs to cheap PCs without putting it in exactly those terms to be extremely dishonest.

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