Customer Satisfaction with PCs and Video Devices Higher
Sep 28, 2012
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The American Customer Satisfaction Index (ACSI) reported strong customer satisfaction in three consumer durable goods industries in 2012: appliances, personal computers, and consumer electronics.
Personal computers scored 80 (out of 100), televisions and video players/recorders scored 86, and major appliance scored 81.
See: Major Appliance Customer Satisfaction Remains Stable.
ACSI noted that the computer market continues its transformation to smaller, more mobile computing devices, the satisfaction score was up 2.6% to its highest-ever score of 80. Its previous high score for this industry was 78 in 2010 and 2011. The measurement includes customer satisfaction with desktops, laptops, and tablets.
"The current ACSI uptick for the industry at large is driven, in part, by the higher levels of customer satisfaction that tablets enjoy over desktops and laptops. As tablets gain market share, overall customer satisfaction with the PC industry picks up lightweight," says Claes Fornell, ACSI founder and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference.
Apple continues to hold the top spot in customer satisfaction, but the lead is slightly smaller because of increased satisfaction for Windows-based computers.
* Apple was down 1% to 86.
* Dell's customer satisfaction was up 5% to 81
* Hewlett-Packard was up 1% to 79
* Acer was up 3% to 79
* Toshiba debuts in the report with a score of 77.
* ACSI's aggregate of smaller PC makers (which includes tablet producers Samsung and Amazon as well as others) improved customer satisfaction 4% to 80
Customer satisfaction with televisions and video players/recorders (including Blu-ray Disc and DVD) gained 1.2% to score a new high for the industry of 86.
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