Apple Continues To Lead Customer Satisfaction With Personal Computers [UPDATED]
In 2021, Apple scored 82 on the American customer satisfaction index and the tech giant achieved the same score this year in competition with Samsung, Acer, Amazon, Asus, Dell, and other third-party computers.
Apple continues to lead customer satisfaction with personal computers
As a whole, the personal computers segment saw customer satisfaction rise from 77 points on average to 78 points. ACSI also advises the score puts Apple at the top of the charts for the notebook and tablet segments, for the MacBook and iPad ranges respectively, meanwhile, Samsung is rated the best in desktop satisfaction, closely followed by Apple.
Support continues to be a problem for the industry, but it is improving, with call center satisfaction up from 67 to 68 points. ACSI highlights a difference in support quality across the board, with Apple, Samsung, and Amazon the top three and leading the field "by a wide margin."
Apple's high consumer satisfaction results are not just for its tablets and computers. In June, an ACSI survey of US smartphone users saw Apple and Samsung tied with a score of 81, but while the iPhone X, 8 Plus, and SE tied with the Moto G, Samsung Galaxy J7 Prime, and S8+ with 83 points, the Samsung Galaxy Note 9 was at the top with 86.
Apple held its top spot with a customer satisfaction rating of 82 out of 100, up one percent from 81 in 2019. Apple just edged out Samsung, which earned an overall customer satisfaction rating of 81. According to ACSI, iPhone owners are more satisfied with battery life than in previous years.
For customer satisfaction, Apple (+1% to 82) and Samsung (unchanged at 81) continue to wrangle as a small gain puts Apple on top. Apple's overall iPhone revenue rose 8% year over year in the 2019 holiday quarter with strong sales for its iPhone 11 series, which offers advanced cameras and improved battery life. ACSI data show that Apple customers overall are more pleased with their device's battery life compared to a year ago.
Today's report also covered customer satisfaction with mobile network operators. T-Mobile took the lead and Sprint came in last, though the data collected ahead of when the merger between the two companies was completed.
The ACSI's Wireless Service and Cellular Telephone report is based on interviews with 27,346 customers chosen at random and contacted by email between April 15, 2019 and March 20, 2020. Survey data was entered into ASCI's "cause-and-effect econometric model," which is designed to estimate customer satisfaction as the result of survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value.
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Despite these disadvantages, Windows PCs continue to dominate the workplace and will likely do so for some time to come. Yet the influx of Mac computers, along with the wide range of other devices, has forced organizations to reevaluate their traditional IT operations and figure out ways to accommodate the changing landscape of end-user devices. A one-size-fits-all approach to device management no longer works in today's organization, even as the debate between Mac and PC continues. Organizations must consider usability, productivity and their device management strategies, or they risk falling behind.