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Apple gets highest score ever in satisfaction, holds off PCs

updated 09:15 am EDT, Tue September 21, 2010

Apple tops ACSI index while PC users climb up

Apple today managed to get its best-ever score on the American Customer Satisfaction Index (ACSI) and maintain its lead over Windows PCs. Happiness with Macs climbed from 84 points last year to an all-time high of 86 this year. It has a nine-point lead over the maximum 77 point score for Windows PCs, the largest gap of any category in the ACSI.

Windows brands did improve, but not fast enough to close the gap. Acer, Dell and HP tied for the 77 point score. The aggregate of smaller PC builders like Sony and Toshiba also reached 77, although HP's Compaq label maintained its poor reputation with the last place score of 74.

Most of the improvement on the Windows side was attributed to the switch to Windows 7. Vista had been considered a liability for Microsoft even late into its life through its reputation for incompatibility and poor performance on some systems. Attempts to improve customer support may have also borne fruit.

Apple's lead was credited partly to the introduction of the iPad but also its determination to be creative and diverse. Its use of much stronger, North America-based support also gave it an edge over competitors. Most of its competitors both contend with a more varied product pool and support outsourced to India or the Philippines that continues to draw complaints.



By Electronista Staff
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Comments

  1. testudo

    Forum Regular

    Joined: Aug 2001

    -3

    wow

    Those PCs got within another point. Amazing that Apple was able to 'hold off' those PC builders.

    Luckily for Apple they were already 10 points ahead, huh?

  1. iphonerulez

    Fresh-Faced Recruit

    Joined: Nov 2008

    +2

    As Nelson Muntz would say...

    Haaaaha.

    I'd like to know exactly how the poll works. Since there are many Wintards that say Macs are of no better quality than any common Windows PCs and that Mac users that pay more for Macs aren't getting any benefit out of being overcharged merely for having the Apple logo.

  1. Bobfozz

    Fresh-Faced Recruit

    Joined: Jul 2008

    +1

    talk to former PC owners

    The "converted" are unusually happy with the Mac system--no virus check startup c***, better and more reliable components, easier to fix issues yourself.

    People are busy today, they don't want to have to deal with "slow downs" and PCs, even in Windows 7 (which I also have) has these issues... I don't deal with the "virus" problem because I don't download ANYTHING to that PC.

    After owning a Mac, many of the converted feel like they were brainwashed in their former life and now resent it. It's not always about price, is it?

  1. Spacemoose

    Fresh-Faced Recruit

    Joined: Feb 2004

    0

    It Makes you wonder...

    We've all heard the argument: Mac users are just fanbois that are brainwashed by Steve Jobs into thinking they only need/want what's available in the Apple product (without GeekFeatureXYZ and such), into believing that look, feel, and size are important, and into wanting a product that they don't have to really learn how to use and protect without it practically destroying itself.

    Yes, Apple, users are just 'brainwashed' into liking Apple's stuff.

    It makes you wonder though... if all these 'brainwashed' people are ridiculously satisfied and incredibly productive, what's the problem with being 'brainwashed'?

  1. ricardogf

    Fresh-Faced Recruit

    Joined: Jan 2003

    +1

    So...

    So Testudo, have you got your Mac yet or you still have to suffer with inferior, lower-satisfaction machines? Please let us know in case a loan is needed from your fellow MacNN friends!

  1. testudo

    Forum Regular

    Joined: Aug 2001

    +1

    Re: It makes you wonder

    It makes you wonder though... if all these 'brainwashed' people are ridiculously satisfied and incredibly productive, what's the problem with being 'brainwashed'?

    Ah, there's the fallacy of your argument. Who says they are satisfied and productive? They could be just brainwashed into thinking they are.

    into believing that look, feel, and size are important,

    Apple sells look and feel more because that's what they specialize in. What else could they sell on, features? As you say, they're missing all that geek stuff.

    However, many Mac users do with what they get because it is what they can get. They may not be satisfied with the features but they live with it because it's the only choice they have (not like you can run OS X on just any laptop or desktop which has the features you're missing). For example, you need a 15" laptop, OK, you get the MBP 15". Sure, you really would like to use your eSATA devices, but you can't afford the 17" model (plus it's too big). So, you live with using slow USB drives vs. what you have, and somehow you blame it all on Microsoft and not apple for removing the ExpressCard slot from a $2000 'pro' computer.

    and protect without it practically destroying itself.

    What exactly is that supposed to mean? How exactly does a Windows user destroy the laptop in protecting it? Are PC laptop bags made of a caustic substance that keeps theives from stealing it but also causing the case to get a little, um, brittle?

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