Apple tops PC customer satisfaction survey

The American Consumer Satisfaction Index has released its latest research results and Apple has once again come out on top. For the past eight years, Apple has dominated the polls, in which time the company's stock price has increased by 2300%. Claes Fornell, founder of the ACSI, attributes the success to "Apple’s winning combination of innovation and product diversification."

According to the report, Apple outshines its nearest competitor by nine points, at a score of 87 points. HP, which holds the title of second place, far surpasses the last-place position of the other HP brand Compaq, but the ACSI still believes HP is under real pressure from the emerging tablet market and the fact that HP might even split off their PC division further cements this idea.

The eight years that Apple has reigned supreme have been something of a renaissance for the company. The once-failing corporation has seen record profits in recent years and a high satisfaction rating shows customers are clearly happy with the company's offerings. The question now is what direction Apple will take with its Mac product line. If the tablet market is taking off in as big a way as some people think, are the Mac's days numbered? With recent reports of a redesign of the entire lineup, it might not be too hard to believe that Apple is shifting towards a new tablet-centric model, and with the release of OS X Lion and talk of a "post-PC" world, it looks like the company might already be taking steps in that direction.

Report a problem with article
Previous Story

Facebook wants to go Hollywood

Next Story

Windows Phone Mango coming in "the next week or two"

51 Comments

Commenting is disabled on this article.

I guess they do make their customers happy.
Bit fed up with people saying how powerful a Windows PC can be vs. an Apple Mac. I love my PC, yes, I built it, I know everything that's in it, but quite honestly, Joe Blogs doesn't give two hoots about what's inside a computer, doesn't REALLY care what SPEED it runs at, so long as it's smooth and not jarring. No one really needs heaps of speed except video editors and heavy digital photographers who do a lot of post processing. Most people, and this is why iPads are so popular I guess, most people just go on facebook and other sites. Not many need to type documents or anything else that you would do on a desktop computer. Everyone just plugs in to the internet.

Innovation - check. Making customers happy, well check. Making money - check. And that's where it all ends... Not bad actually.

I've only had my MacBook Pro a few weeks and am absolutely loving it. I've had an iPhone for a few years and have visited an Apple Store a few times when they have developed faults. Everytime I got a brand new phone, no questions asked. Apple support is amazing!

apple support is awesome, i walked in the other day after my iphone vibrate was playing up.. totally my fault i dropped it hard and it wasn't the same since... i didn't even finish my sentence and i was interrupted with 'we'll just replace it'. within about 2 minutes i was on my way with a brand new iphone.

a couple of weeks a go my mate dropped his iphone and smashed the screen, he booked an appointment and completely admitted it was his fault he was holding the phone between shoulder and head while filling up with petrol, he pulled on the petrol cap and the phone went flying.. again, within a few minutes he was on his way with a brand new iphone and they don't even cover accidental damage.

i've never had this anywhere else with any of my hardware, i've not even had the option, all faults and replacement have been a long winded online / mailing process.

Uplift said,
apple support is awesome, i walked in the other day after my iphone vibrate was playing up.. totally my fault i dropped it hard and it wasn't the same since... i didn't even finish my sentence and i was interrupted with 'we'll just replace it'. within about 2 minutes i was on my way with a brand new iphone.

a couple of weeks a go my mate dropped his iphone and smashed the screen, he booked an appointment and completely admitted it was his fault he was holding the phone between shoulder and head while filling up with petrol, he pulled on the petrol cap and the phone went flying.. again, within a few minutes he was on his way with a brand new iphone and they don't even cover accidental damage.

i've never had this anywhere else with any of my hardware, i've not even had the option, all faults and replacement have been a long winded online / mailing process.

That´s not support, that´s more like... well give you a new one because of what happened (Ie. replacing something just for the sake of replacement)

Arceles said,

That´s not support, that´s more like... well give you a new one because of what happened (Ie. replacing something just for the sake of replacement)

Call it what you want...

Arceles said,

That´s not support, that´s more like... well give you a new one because of what happened (Ie. replacing something just for the sake of replacement)


Yes, it would be far better if they took the phone for diagnostic and part replacement for 1-4 weeks.

When you paid that much money for the product, you have to sometimes lie to yourself about satisfied you are about Apple products :_)

satus said,
When you paid that much money for the product, you have to sometimes lie to yourself about satisfied you are about Apple products :_)

Which means a lot of people are lying multiple times across numerous surveys over the last 8 years? Even people who don't even prefer mac's (see comments above) recognise the good Apple support, which I think where the majority of the value of Mac's is added (especially when you're talking about non tech savvy people buying computers)

DomZ said,

Which means a lot of people are lying multiple times across numerous surveys over the last 8 years?


Did you miss the "yourself" bit?

Even though their crappy Mac computers broke down, the users wouldn't have the nerve to say anything. Because if they say something, other people will laugh at them for being stupid enough to buy an overpriced POS. For a PC, most people who complain are people buying cheap ****s or bargain hunters but expect top-notch services, uh uh. You should not buy a Dell and expect Lenovo level of service. It just won't happen.
Smarter users and buyers would definitely help. When you group all the PC makers together, the ones that got hurt are the one manufacturing top-notch products like Sony, Panasonic, Lenovo, Asus... since Dell and HP will drag them down. They should start dividing PC makers into two categories: ****ty one and non-****ty one.

Lenovo, customer service????
Certainly been missing for me in the UK, each department doesn't have a clue what the other is doing.

I haven't had a laptop from Apple break, but the LOCAL Apple STORE staff are normally helpful, and with the online support I've had replacement parts shipped overnight.

BK201 said,
Even though their crappy Mac computers broke down, the users wouldn't have the nerve to say anything.
Feel free to back that up with some facts.

virtorio said,
Feel free to back that up with some facts.

He won't. He's just ranting to make himself feel superior to others. Leave him alone.

Shadrack said,

He won't. He's just ranting to make himself feel superior to others. Leave him alone.


LOL, not unlike a lot of Apple owners out there...

virtorio said,
Feel free to back that up with some facts.

I've heard a numerous stories that go like this: (Mac & PC are acquaintances)
PC: I've bought this Macbook and the keyboard is killing me. Often I press a key and it's not detected. Have you heard about this?
Mac: No. Never. Maybe you're typing wrong.
...later...
PC: Ok, I'm going to sell this Macbook on eBay.
Mac: Don't. I'll buy it from you.
PC: Why? I've already told you, the keyboard is bad.
Mac: Yes, I know. But I already got used to it.

Open Minded said,
When you have very few options to offer, you better make sure you're good at what you're offering.

I prefer to eat at restaurants that have small menus. Why? Because I know those few menu items will be excellent. I'll take that any day than your Applebees style restaurant which pulls all its food out of the freezer.

I hear that. The only time I go to a chain restaurant is when I go out to eat with the folks. I'd rather go to a local mom-and-pop joint because they have to try harder and it seems 99% of the time the food is way better.

Shadrack said,
I prefer to eat at restaurants that have small menus. Why? Because I know those few menu items will be excellent.

So, what's your favourite item - cheeseburger or filet-o-fish?

I remember something about Apple refusing to help customers who systems became infected with that malware mac defender

WarioTBH said,
I remember something about Apple refusing to help customers who systems became infected with that malware mac defender

OR "you are holding it wrong!" related jokes that came from a certain e-mail "sent from my I phone"

WarioTBH said,
I remember something about Apple refusing to help customers who systems became infected with that malware mac defender

That was official company policy. The actual stores helped anyone that came in. Don't get me wrong, I am a PC, but the level of SERVICE that MAC gives at the stores is why when you walk in to one it is so crowded and why people keep coming back. Along with a bit of hype on the product itself I suppose.

When the Microsoft stores come to Cape Cod, IF they come to Cape Cod, I will be their worst nightmare if they do not offer the same level of enthusiasm and help that the Apple stores offer. I will be all over that store to make them, make it better. The story was about the Customer satisfaction, not the a comparison between Apples and PC's, of which there really is no comparison when it comes to price/functionality. PC wins.

When I first got back into this game, in like 1989, I bought my first Gateway computer. It didn't matter to me how good the hardware was or the software. The reason I kept buying Gateway computers up until the day they were bought out by ACER, was that THEY SPOKE ENGLISH CLEARLY, and THEY PUT ME AT EASE, about my computer problem, no matter how bad the problem was.

I will never forget those first years with Gateway, because it was them that taught me most of the early computer knowledge that led to the CAREER that I have built for myself today helping people with their computer problems.

I would call Gateway EVERY SINGLE DAY, for every possible problem that I had, or everything I didn't understand. They even taught me how to use Quicken! I kid you not. As the years progressed they stopped teaching Quicken, and stopped addressing the random phones calls for non-essential problems, but I'll never forget those early days. And to this day THAT is how I treat EVERY SINGLE CUSTOMER. THAT is why my phone never stops ringing and that is why Apples customer satisfaction is so high. The formula is easy, but I can't think of ONE company other than Microsoft themselves that pulls it off in the PC world. If I had the time and I wanted NO LIFE, I would build that company myself.

Is funny but support.apple.com says otherwise. Exists customers with real problem that Apple does not want or care to solve.

Like any other machine, Apple's products are prone to fail.

Magallanes said,
Is funny but support.apple.com says otherwise. Exists customers with real problem that Apple does not want or care to solve.

Like any other machine, Apple's products are prone to fail.


Any company's support forums are going to be full of people with problems, that is what they are for. People don't visit there when things are working right. At least Apple HAS a support forum, unlike some other companies.

Magallanes said,
Is funny but support.apple.com says otherwise.

*sigh* Did the need to troll overpower any logic or common sense that you may have?

roadwarrior said,

Any company's support forums are going to be full of people with problems, that is what they are for. People don't visit there when things are working right. At least Apple HAS a support forum, unlike some other companies.

All companies have support forums, well, the most important brands...

erikpienk said,

All companies have support forums, well, the most important brands...


I can think of one major one off the top of my head that doesn't: Acer (which includes all of their sub-brands too). Dell and HP do, but many smaller brands don't.

Magallanes said,
Is funny but support.apple.com says otherwise. Exists customers with real problem that Apple does not want or care to solve.

Like any other machine, Apple's products are prone to fail.

You fail.

I custom built all my computer, not because it's that's much cheaper, because i know what parts are inside, brand etc and a brand spanking new OS (windows 7) without any crapwere..

ryoohki said,
I custom built all my computer, not because it's that's much cheaper, because i know what parts are inside, brand etc and a brand spanking new OS (windows 7) without any crapwere..

Yea, me too, its the only way you get what you want, and the easiest system to do that is on windows.

You get what you pay for. When you buy a $299 PC, your expectations of support should not be high. When you buy a $999 Mac, your expectations should be high.

Rooster69 said,
You get what you pay for. When you buy a $299 PC, your expectations of support should not be high. When you buy a $999 Mac, your expectations should be high.

yeah but someone say you buy a $999 mac your expectations shouldn't be high until you buy the $2500 mac...... it goes both ways

Stewart Gilligan Griffin said,
yeah but someone say you buy a $999 mac your expectations shouldn't be high until you buy the $2500 mac...... it goes both ways
Judging from first-hand experience with Apple's support, I don't think they care whether your Mac cost $2500 or $600; they still give you pretty great customer support.

Stewart Gilligan Griffin said,

yeah but someone say you buy a $999 mac your expectations shouldn't be high until you buy the $2500 mac...... it goes both ways

If you owned a Mac you would know it doesn't work that way. Apple treats all their customers the same and that entails very good support wether that be in-store, over the phone or on their website. $999 system or $2500 system.

Not surprising. Apple gives a uniform experience that people expect from their computers. Macs dont have pre-installed crapware on them that slows down the PC. Their designs are also highly distinguishable compared to the likes of Dell and HP.

I think the point being made is that it's not just the iPad that is giving people the idea that the computer's days are numbered. Almost every tech company seems to have some form of tablet available to buy.

I disagree with the idea that the PC's days are numbered though. A tablet of today's caliber will not be able to outdo a laptop or PC.

AFineFrenzy said,
Apple releases a tablet! Oh no! Better bin every PC in the world now!

It's moronic trolling comments like this that make me embarrassed to be primarily a PC user.

roadwarrior said,

It's moronic trolling comments like this that make me embarrassed to be primarily a PC user.
I think it was satire, roadwarrior.

Intrinsica said,
I think the point being made is that it's not just the iPad that is giving people the idea that the computer's days are numbered. Almost every tech company seems to have some form of tablet available to buy.

I disagree with the idea that the PC's days are numbered though. A tablet of today's caliber will not be able to outdo a laptop or PC.


No matter the performance, some things really just don't work out with a tablet.

I for one do some heavy photo and video work (latter now that I got a new shiny beast on my desk).
Try to do that without a Mac/PC.
Also due to the space allowed a desktop will ALWAYS BE capable of doing things faster.
Heat needs to go somewhere.

I'd rather have my render times drop well than have a device I want to hook up all the stuff to either way.
-Proper screen (20"+ tablet? Yea right... )
-Keyboard and mouse (for pro tasks just way more comfy!)
-DC connection. Come on, battery all the way... on the go! At home, give me DC already!
-Drives/RAIDs

Desktop days are NOT numbered - by design!
So everyone chill!

I'll give you that a tablet is a nice on-the-go addition or couch-surfer, but beyond that, I'd rather seat down in front of my i7 powerhouse.

GS:mac

FMH said,
I think it was satire, roadwarrior.

Satire or not, it is still annoying to see just about every Apple-related thread around here littered with comments like that.

roadwarrior said,

Satire or not, it is still annoying to see just about every Apple-related thread around here littered with comments like that.

Shush yo face.
Lol.
But seriously. Take a joke, I laughed for one.

roadwarrior said,

Satire or not, it is still annoying to see just about every Apple-related thread around here littered with comments like that.

Shush yo face.
Lol.
But seriously. Take a joke, I laughed for one.

roadwarrior said,

Satire or not, it is still annoying to see just about every Apple-related thread around here littered with comments like that.

Shush yo face.
Lol.
But seriously. Take a joke, I laughed for one.