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Apple again tops in PC customer satisfaction, but some rivals gaining

09/23, 8:06pm

Mac maker tops competitors for 11th year running from 70,000 surveyed

For the 11th year in a row, Apple has topped the satisfaction ratings in the most recent American Customer Satisfaction Index rating buyer happiness with PC purchases, including tablets. Noting a slight uptick in overall satisfaction with desktop computers, ACSI Chairman Claes Fornell could not say if desktop PCs are poised for a comeback or if consumers who disliked being bound to a desk have simply moved on to other devices. Apple has won the top slot every year since 2004.

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Survey: iPhone much more well-liked than Samsung in Korea

05/09, 10:09pm

Home audience some of the toughest critics in user satisfaction study

Once again, Apple's iPhone has outperformed South Korea's own Samsung in a user satisfaction survey comparing the latest models from the two rivals. In fact, the iPhone 5s widened the gap from a similar survey a year ago, scoring 798 out of a possible 1,000, while Samsung scored 600 (last year, the score was 778 to 592). Some 88.2 percent of iPhone owners said they were satisfied with their purchase, compared to 52.3 percent of Galaxy S5 owners.

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Apple takes top spot in satisfaction survey for 10th straight year

09/17, 10:46pm

ACSI 2013 again ranks Apple significantly higher than industry average

For the tenth year in a row, the American Customer Satisfaction Index (ACSI) has awarded Apple the top spot for customer satisfaction in the personal computing sector. The satisfaction score for Apple -- 87 -- is one point higher than the company scored last year, and a full eight points higher than the overall industry average. The overall industry score fell 1.3 percent, driven by declines in customer satisfaction with Dell and Acer, while HP and Toshiba managed to gain single percentage points over their 2012 score.

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Experian: iOS users spend more time on their devices than Android

05/29, 7:30pm

Just over 50 percent more time spent, but in similar areas

Seemingly supporting Apple CEO Tim Cook's remarks that the true measure of a successful product is less about just sales and more about customer satisfaction and use, credit agency and market analyst Experian has reported that iPhone users spend just over 50 percent more time on their devices than Android smartphone. While the results are open to interpretation, the other finding of the study may be more surprising: contrary to theories that claim Android users are fundamentally different than iOS users, the study shows largely similar usage patterns.

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Study: Apple, HP tops in 'computer experience' ratings

03/27, 3:27am

Overall quality of experience slowly improving, ratings show

A study of 10,000 US computer users by customer satisfaction analyst Tempkin Group has once again ranked Apple as the top manufacturer for overall "computer experience" quality, which is defined as having excellent functionality, being accessible and generating the strongest positive emotions. This is the third year running that Apple has topped the list, but HP took second place -- losing by only two percentage points, and with a higher "functionality" rating than Apple. Sony and Lenovo were ranked least favorably of the 10 manufacturers rated.

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Reports: iPad least repairable, least likely to need repair

03/01, 10:39pm

Repair firm compares various tablets, finds most not easily fixable

Repair and how-to guide site iFixit has compiled their teardown and repair-guide results on the top tablets into one comprehensive report, and ranks Apple's iPad lineup (with the exception of the original iPad) very poorly for repairability, though it is Microsoft's Surface Pro tablet that gets the lowest possible mark. The Windows 8-based Dell XPS 10 gets the highest marks for being easy to disassemble, but is dinged (like most tablets) for having the LCD fused to the protective glass layer. Offsetting this, a number of studies have shown the iPads to be by far the most reliable tablet.

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Apple tops ACSI survey on cellphone makers by a wide margin

05/17, 12:40am

Samsung, RIM least liked by US consumers

The American Customer Satisfaction Index (ACSI) has released its latest findings on the state of US consumer satisfaction in the areas of cellphone manufacturers and wireless carriers. For the former, there was one runaway winner -- Apple. For the latter, Sprint was able to score a win among a tight field. Overall satisfaction was up an incremental 0.1 percent to a 75.9 score out of a possible 100.

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Study: Apple has best call support across industries

05/01, 2:15am

Dramatically lower complaints about service

A cross-industry survey done by consumer research firm Vocalabs has found that not only is Apple the most well-regarded provider of customer service in the tech industry, but across several different industries. The firm found Apple with dramatically lower incidences of unhappy clients following a tech support call, particularly in the crucial customer-satisfaction are of call representative language barriers. The survey compared a total of 12 computer, telecom and banking providers.

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Mac demand to stay strong during downturn

03/26, 2:25pm

Mac demand

Although the U.S. economic slowdown has led to a pullback in PC spending by both consumers and corporations, planned purchases of Apple computers remain relatively strong, even in the slower buying environment according to a new study by ChangeWave research. Apple is the leader among consumers who plan to buy a laptop (31 percent) over the next 90 day. Similarly, Apple planned desktop computer purchases (28 percent; down 1 point) are close to record levels. The study also finds that Apple continues to set the standard for customer satisfaction among corporate respondents who use the Leopard operating system with 53 percent saying they are Very Satisfied with the software. In comparison, Windows XP Pro has a 40 percent Very Satisfied rating and Microsoft Vista Business achieved just 8 percent.

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O2: iPhone fastest selling, highest satisfaction

02/28, 10:10am

iPhone best seller for O2

O2 today revealed that the iPhone is its fasting selling device for the UK, noting that the device has helped it achieve 9.5-percent revenue growth during the final quarter for 2007. While O2 did not provide specific sales numbers for the device alone, it said that the iPhone led its strongest quarter on record, adding 483,000 customers and 276,000 contracts to its roster. These latest results are the first to show the effects of the iPhone on the company's UK sales, according to Pocket-lint.co.uk.

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Apple beats HP, Dell, others in holiday satisfaction

12/27, 12:05am

Apple high on satisfaction

Apple's holiday customer satisfaction through its online and brick-and-mortar stores remains high this year, leading both sales categories, while experiencing a slight dip since last year. According to a recent study by ForeSee Results, Apple received a 79-percent overall satisfaction rating out of the top 40 companies in the report, showing no loss or gain from last year's numbers. In terms of of satisfaction by sales channel, Apple netted 75-percent satisfaction in the "Manufacturer Direct" sales and 73-percent with its physical retail locations. These numbers are down 1.3-percent and 1.4-percent from last year, respectively, but were still high enough to earn Apple the top spot on the ForeSee study.

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