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Apple computer owners happiest, Windows PCs do well in survey
By Suzanne Choney
Apple computer owners are the happiest with their machines, according to a new survey, which also finds that Windows PC owners are very satisfied with their computers.
The survey, the American Customer Satisfaction Index, a respected economic report done by the University of Michigan, found that overall customer satisfaction with personal computers and "big-ticket consumer electronics such as televisions" is "at or near all-time highs."
Customer satisfaction with all personal computers increased 4 percent from last year "to match the all-time industry high of 78 on the ACSI’s 0 to 100-point scale," the ACSI said. "Apple gains 2 percent to 86, its highest score ever. This marks the seventh straight year that Apple leads all other PC makers."
ACSI founder Claes Fornell noted in a press release that "many Windows-based machines" improved over the past year and there were "no brand declines. Dell improves 3 percent, while Acer (Gateway and eMachines) and the HP division of Hewlett-Packard both rise 4 percent, forming a three-way tie at 77— well behind Apple."
Those companies are "joined by the aggregate of all smaller PC makers, such as Sony and Toshiba, which gain 4 percent to 77" percent satisfaction among owners.
"Windows-based PC brands appear to have recovered from the problems associated with the Windows Vista software,” said Fornell. "Barely a year into the release of Windows 7, satisfaction with these brands has returned to, and in some cases even surpassed, the levels prior to the launch of Vista." (Msnbc.com is a joint venture of Microsoft and NBC Universal.)
Fornell said that PC makers have "benefited from overall from better customer service, although this service continues to lag far behind other durable goods industries. PC owners who had reason to contact customer support are 8 percent less satisfied than those with no post-purchase contact with the manufacturer or retailer."
In the area of home electronics, including TVs, DVD and Blu-ray players, customer satisfaction increased 2.4 percent to 85, "the best-ever score for the category and the highest level of customer satisfaction for any ACSI industry thus far in 2010," Fornell said. "
"Greater affordability has made these products more attractive. For the first time, prices for some flat-screen TVs have fallen below $500. Prices for DVD and (Blu-ray) players have dropped as well, translating into better value for money, with a positive effect on customer satisfaction."
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