Apple's computers have once again topped the American Customer Satisfaction Index; however, Samsung is just now just one point behind.
The overall industry rankings mimic results from the cell phone industry, where Apple and Samsung have long been locked in a two-way battle at the top for customer satisfaction. Despite slipping 1%, Apple leads the PC industry with an ACSI score of 82 that matches its rating in the cell phone industry. Samsung again holds second place, just a point lower at 81—a score that also matches its cell phone rating.
While Apple receives its highest marks for design, Samsung performs well in the value category, rating best among all PC makers.
Design remains the most appreciated aspect of the customer experience at the high benchmark of 82. Graphics and sound quality are well regarded (81) and accessories are getting better (80). Many other elements are strong and stable for the industry this year, including software/apps and ease of operation (80). After improving 3% one year ago, website satisfaction holds steady at 80. Likewise, reliability in terms of systems crashes keeps to its higher score of 79 following last year’s gain. Processor speed shows a two-year upswing, now reaching 79 (+3%) after showing some room for improvement in 2018 (76). Features, which tend to rate on the lower end for computers, are stable at 78. The only part of the PC experience to remain a sore spot for customers is contacting companies by phone. While call center satisfaction has gotten better, up 3% to 70, this factor is well out of range compared to the rest of the customer experience.
Check out the charts below and hit the link for the full report!
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The overall industry rankings mimic results from the cell phone industry, where Apple and Samsung have long been locked in a two-way battle at the top for customer satisfaction. Despite slipping 1%, Apple leads the PC industry with an ACSI score of 82 that matches its rating in the cell phone industry. Samsung again holds second place, just a point lower at 81—a score that also matches its cell phone rating.
While Apple receives its highest marks for design, Samsung performs well in the value category, rating best among all PC makers.
Design remains the most appreciated aspect of the customer experience at the high benchmark of 82. Graphics and sound quality are well regarded (81) and accessories are getting better (80). Many other elements are strong and stable for the industry this year, including software/apps and ease of operation (80). After improving 3% one year ago, website satisfaction holds steady at 80. Likewise, reliability in terms of systems crashes keeps to its higher score of 79 following last year’s gain. Processor speed shows a two-year upswing, now reaching 79 (+3%) after showing some room for improvement in 2018 (76). Features, which tend to rate on the lower end for computers, are stable at 78. The only part of the PC experience to remain a sore spot for customers is contacting companies by phone. While call center satisfaction has gotten better, up 3% to 70, this factor is well out of range compared to the rest of the customer experience.
Check out the charts below and hit the link for the full report!
Read More