American Customer Satisfaction Index - Apple Tops PC List for Seventh Year Straight with Highest Score Ever

Apple's highest ever American Customer Satisfaction Index score for personal computers continues, with the managing director of the ACSI telling David Goldman at CNNMoney, "The biggest asset Apple has had for a long time is its commitment to innovation. Others are improving, but the whole world watches Apple when it comes up with its new products each year." CNET writes Apple's nine-point lead is "now the largest lead any company has over its competition in any of the 45 categories that the ACSI study surveys--including home appliances, gas stations, autos, e-commerce, airlines, and more," noting Apple's connection with people and products through retail stores and commitment to putting the customer first set the company in a class of its own.

ACSI: Higher Satisfaction With PCs, Appliances and Electronics May Signal Rebound in Consumer Demand Apple, Whirlpool on Top; Strong Gains for GE, Dell, Acer and HP

ANN ARBOR, Mich., [September 21, 2010]—Customer satisfaction improves for major household appliances and is at or near all-time highs for personal computers and big- ticket consumer electronics such as televisions, according to a report released today by the American Customer Satisfaction Index (ACSI). Amid recent news of weak durable goods growth and the continued uncertainty of the housing market, the ACSI results may provide a glimmer of hope for future demand for these durable products.
“In order for demand to rebound, consumers must exhibit an increased desire to spend and have the means to do so,” said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. “ACSI data suggest that for durables, the first condition has been met in the form of higher customer satisfaction. Whether this will translate into increased consumer demand will depend on positive movement in the factors that impact the means to spend: employment, wages and access to credit.”

Personal Computers: Apple Dominates Amid Industry-Wide Improvement
Satisfaction with personal computers surges 4.0% to match the all-time industry high of 78 on the ACSI’s 0 to100-point scale. Apple gains 2% to 86, its highest score ever. This marks the seventh straight year that Apple leads all other PC makers, and the 9-point gap between Apple and its nearest competitor is the largest in ACSI.

Many Windows-based machines also improve and no brand declines. Dell improves 3%, while Acer (Gateway and eMachines) and the HP division of Hewlett-Packard both rise 4%, forming a three-way tie at 77—well behind Apple. These companies are joined by the aggregate of all smaller PC makers, such as Sony and Toshiba.