American Customer Satisfaction Index Stories June 1

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In last year’s American Customer Satisfaction Index, Apple and Samsung were neck-and-neck at 80%. In this year’s results, released today, Samsung has retained last year’s score while Apple has just edged ahead at 81%.

Apple moves up 1% to take sole possession of the industry lead at 81, just ahead of Samsung, unchanged at 80. Lenovo’s Motorola recedes 3% to 77, as does HTC (75), while LG remains at 74. Microsoft Mobile, with both Nokia- and MS-branded phones, dips to 74, followed by the smaller manufacturers, which edge up 3% to a combined score of 73.

Despite Apple winning out in overall satisfaction across models, it didn’t quite manage the top spot when it comes to specific models …

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American Customer Satisfaction Index Stories January 12, 2015

Analysis firm IDC today put out its projected numbers for PC growth in Q4 of 2014, and these results are better than projected. IDC initially predicted that unit sales for PCs would fall 4.8% year-over-year in Q4, but, instead, the market only fell 2.4%. While the decrease in growth is not as weak as expected, IDC still notes that 2014 is the third consecutive year of slow-down in the PC market. Many analysts have attributed the lack of recent growth to the uptake in purchases and usage of both tablets and large-screen smartphones…

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American Customer Satisfaction Index Stories September 24, 2014

Apple has once again retained its top spot in the annual American Customer Satisfaction Index in the personal computers category – though three points down on its 2013 score. Apple has now held top billing for eleven straight years.

The ASCI continues to lump computers and tablets into the same category, so the scores reflect satisfaction with both Macs and iPads. Scores reflect customer expectations pre-sale, perceived quality, perceived value, customer complaint incidents and customer loyalty …  expand full story

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American Customer Satisfaction Index Stories September 27, 2013

American Customer Satisfaction Index Stories September 18, 2013

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The American Customer Satisfaction Index saw Apple take the top spot in the personal computers category for the 10th year running, with its score of 87 a full eight points higher than the industry average. Apple, which scored one point higher than last year, has topped the ranking since 2004.

The ACSI includes tablets in its ‘PC’ category, so the scores reflect both Mac and iPad. Factors feeding into the scores include customer expectations pre-sale, perceived quality, perceived value, customer complaint incidents and customer loyalty.

The iPhone took the top slot in the JD Power customer satisfaction survey for the ninth consecutive time back in March, and both iPhone and iPad even managed to beat Samsung on its home turf of South Korea.

American Customer Satisfaction Index Stories September 18, 2012

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