Apple drops in customer satisfaction ratings
US figures show improvement for rivals.
By David Coursey | PC World | Published: 17:00, 18 August 2009
Customer satisfaction with Apple computer is lower this year, compared to 2008, and is also off its all-time high.
The American Consumer Satisfaction Index found Apple down 1.2 percent, while Compaq, HP, Gateway, Acer, and "all others" showed gains.
Though still 9 points above the personal computer industry average, Apple's 84 percent satisfaction is down 1.2 points from 2008, its all-time high. Competitors all ranked 74 or 75 percent satisfaction, with all but Dell improving over 2008. Dell, at 75 percent, remained steady, well below its 80 percent score in 2000.
The survey, released Tuesday morning, has been conducted since 1996. It also compared search engines and portals, with Google heading the pack and scoring higher than Apple in customer satisfaction.
The biggest improvement in year-to-year customer satisfaction was reported by Compaq, up 5.7 percent to 74 percent; "All others" and Gateway (Acer) tied for second, each improving 2.8 percent, also to 74 percent. Also at 74 percent was HP, which improved by 1.4 percent.
