Satisfaction with Microsoft's software down in 2011

The public was a bit less satisfied with Microsoft's software products in 2011. Computerworld.com reports that a new survey from the American Customer Satisfaction Index gives Microsoft's software 75 points in 2011, down from 78 points in 2010; ASCI has been conducting these surveys since 2006.

David VanAmburg, director of ACSI, said that the downturn wasn't due to a particular event but rather to the overall rise of mobile software apps. He states, "It's somewhat of a relativity game, where the mobile environment is recasting how people think of traditional software." He added, "For 99 cents you buy an app that does some kind of very cool thing, and by comparison, traditional software looks cumbersome."

Even with the drop in the current survey, Microsoft's numbers are still better than most of the previous years of ASCI's reports. In 2008, the survey rated satisfaction with Microsoft's software at just 69 points. Of course, that was during the time period when the company was dealing with Windows Vista.

It's not just Microsoft that had a slight decline in ASCI's survey results. Other PC software vendors such as Adobe and Symantec saw their survey scores go down in 2011 to 77, a decline of two points compared to 2010.

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19 Comments

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I'm sure if "Operating Systems" were included with "software," the drop would be much greater. However, that will become much more evident later in 2012 and in 2013.

thealexweb said,
I bet it's gonna decline sharply with the release of Windows 8.

I completely agree, MS is slipping in the eyes of younger consumers

JamesWeb said,
Symantec gets a 77% satisfaction rate?

I question the accuracy of this survey.

Actually "Other" gets a 77%. There is only Microsoft and Other.

I do not see anything on theasci.org's listings for computer software other than Microsoft. Kinda hard to tell anything when it's just them and "other."

Apple is listed under cell phone companies and PC companies. Their data is also incomplete and only lists 2012.

EDIT: Also, why would you survey respondents about their Mac hardware and respondents about their Microsoft software, but not Apple's software offerings?

Edited by Eric, May 15 2012, 3:58pm :

That's true though. Why buy Adobe CS6 Master for 3,500 dollars when I can buy a .99C app that does the same thing? Apple, Linux, and Valve have really been getting their foot in the door lately. The only thing keeping me on Windows is games. Valve is porting Steam over to Linux and Macs are gaining traction. Ubuntu has really been hitting the nail on the head and all should be perfect by 12.10. What's going on lately?


butilikethecookie said,
That's true though. Why buy Adobe CS6 Master for 3,500 dollars when I can buy a .99C app that does the same thing? Apple, Linux, and Valve have really been getting their foot in the door lately. The only thing keeping me on Windows is games. Valve is porting Steam over to Linux and Macs are gaining traction. Ubuntu has really been hitting the nail on the head and all should be perfect by 12.10. What's going on lately?

a 99 cent structured DIY app that has 1/100 the options and limited abilities, or a full blown suite that lets you do what ever you want... I know what I'd use as a pro... but as a consumer the 99cent app is fine..

but then find me a 99 cent app for a pro that can do layering, unlimited filtering combinations, have their own SDK to write your own filters, do macros, vector and raster images, video editing, special effects, sound editing, website editing, print and publication stuff....

neufuse said,

*SNIP*

Yeah. I am a consumer. Simple photo editing like Crop, remove red eye, simple color effects (Black & White vintage look, etc. maybe a frame) is all I need. I would love to learn how to use CS3 Master (plus update to CS6) and do all this fancy stuff. If only I had 3500 bucks and someone like you to teach me...

butilikethecookie said,
That's true though. Why buy Adobe CS6 Master for 3,500 dollars when I can buy a .99C app that does the same thing? Apple, Linux, and Valve have really been getting their foot in the door lately. The only thing keeping me on Windows is games. Valve is porting Steam over to Linux and Macs are gaining traction. Ubuntu has really been hitting the nail on the head and all should be perfect by 12.10. What's going on lately?


2013 will be the year.. oh, nevermind.

DevilsNotDead said,
Windows 8 and WP 7
Couldnt agree more.

The article doesn't mention WP7, but Nokia's scores are up, Samsung's scores are down...
Nor does it go into an unreleased (win8) product, that would be pretty silly... *facepalm*

So I guess you're agreeing with... yourself?

funkydude said,

The article doesn't mention WP7, but Nokia's scores are up, Samsung's scores are down...
Nor does it go into an unreleased (win8) product, that would be pretty silly... *facepalm*

So I guess you're agreeing with... yourself?

Oh.. Hey wait!!! This study is not fact but MS customers opinion!! I fall in the 25% of customer who is not satisfied with WP7 and W8 software. and I ****in(aka F' in) don't care if Nokia is coming up or Samsung goes down.. Its my satisfaction about MS software!!! why are you so butt hurt when I say my opinion here!!! I believe I touched your nerve ha!!!

*facepalm*

DevilsNotDead said,

Oh.. Hey wait!!! This study is not fact but MS customers opinion!! I fall in the 25% of customer who is not satisfied with WP7 and W8 software. and I ****in(aka F' in) don't care if Nokia is coming up or Samsung goes down.. Its my satisfaction about MS software!!! why are you so butt hurt when I say my opinion here!!! I believe I touched your nerve ha!!!

*facepalm*

It seems it was he who touched your nerve, and apparently you are only agreeing with yourself here.

eddman said,

It seems it was he who touched your nerve, and apparently you are only agreeing with yourself here.


ever heard of cussing with sarcasm? Now try to have that when reading my post above like this "Oh my God my nerve was touched"!!! growup please.