Study: Apple leads industry in customer satisfaction

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Newly published data from the American Customer Satisfaction Index show that Apple leads other personal computer manufacturers, beating out Dell, HP and others.

On a 100 point scale, Apple merited a score of 83, according to the ACSI, a 2.5 percent year-over-year increase and a 7.8 percent increase from 1995, the first year the ACSI measured the PC industry.

The annual ACSI is sponsored by the American Society for Quality (ASQ) and University of Michigan’s M. Ross School of Business. It’s derived from phone interviews with customers contacted by using digital-dial telephone samples — more than 70,000 consumers are identified and interviewed annually.

Both Apple and Dell advanced this year — Dell moved up 5 percent to a score of 78, despite slipping market share and lower earnings. In fact, overall customer satisfaction in the PC industry increased 4 percent to 77, the highest score since the ACSI began tracking the industry. Every single PC maker showed improved satisfaction this past year, according to the ACSI results.

This story, "Study: Apple leads industry in customer satisfaction" was originally published by PCWorld.

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