CustomerSatisfaction Stories September 18, 2012

Apple tops ACSI September report with 86 out of 100 in customer satisfaction

The American Customer Satisfaction Index is out today with its September report for appliances, computers, televisions and video players/recorders. Not surprisingly, Apple is able to maintain its lead among personal computers despite a drop of 1-point to 86 over previous reports. While the report noted Apple continued to lead the category by a margin of 5- to- 9 points, Apple’s lead is slightly smaller than previously, according to the report, “due to an across-the-board customer satisfaction increase for Windows-based computers.” Apple’s score comes as the PC industry as a whole gains 2.6-points and hit all-time high satisfaction score of 80.

Skipping past HP, Acer and Toshiba, the aggregate of smaller PC makers (including tablet producers Samsung and Amazon) improves customer satisfaction by 4% to 80 while simultaneously gaining market share at a pace that outstrips even Apple… “What may be occurring is that the defection of the least satisfied customers of traditional PC brands such as Dell, HP and Acer to Apple and other smaller tablet makers actually may be boosting customer satisfaction for all,” says Fornell. “The companies that lose market share will maintain their most loyal and happy customers, while those who migrate to other companies in search of new products are more pleased as well.”

CustomerSatisfaction Stories September 13, 2012

Apple tops J.D. Power and Associates 2012 US Tablet Satisfaction Study

J.D.Power and Associates is out with a 2012 U.S. Tablet Satisfaction Study and Apple is at the top of the list for customer satisfaction in four areas. Amazon is close behind:

The study measures tablet owner satisfaction among those who have owned their tablet for less than two years. Satisfaction is measured across five key factors. In order of importance, they are: performance (26%), ease of operation (22%), styling and design (19%), features (17%), and price (16%). 

Apple ranks highest, achieving a score of 848, and performs well in four factors: performance; ease of operation; styling and design; and features. Amazon (841) closely follows Apple in the rankings and performs particularly well in the price factor.

CustomerSatisfaction Stories April 2, 2012

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The first customer satisfaction survey since the release of the new iPad shows that owners are almost completely smitten with their new devices.

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Changewave surveyed 200 new iPad owners from March 22 to March 28 and found that those “Very Satisfied” were up 8 percent from the iPad 2 to an impressive 82 percent.

And those heat “issues”?  Not a big problem.

What is an aspect that new iPad owners like the most? expand full story

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