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For six years, the Internet Nexus served as my technology blog, but I've since started blogging at the SuperSite Blog instead. If you're looking for the blog, please head there. --Paul

Wednesday, August 25, 2004

Apple and Dell lead PC customer satisfaction index

IDG News: "The PC industry is doing a better job of satisfying its US customers than in recent years, and improvements to technical support seem to have done the trick, according to the results of a study carried out by the University of Michigan in Ann Arbor. The American Customer Satisfaction Index (ACSI) measures the attitudes of consumers in several different categories, including PCs and online websites, on a scale from zero to 100. For the second quarter of 2004, the PC industry posted a score of 74, which represents an improvement of 2.8 percent compared to last year and a level the industry hasn't achieved in four years ... With a score of 81, Apple's customers are the most satisfied of any other PC vendor measured in this index. Apple's success comes from a focus on innovation and improving tech support, Fornell said. Just about every other PC vendor received technical support scores that were less than the scores they received for the quality of their products, but Apple was the only company that received high marks for both quality and support, he said. Dell's customers were only slightly less satisfied than Apple's, according to the index. The PC market share leader received a score of 79."

[ Posted at 5:16 PM | Permalink ]