Apple Bests Other PC Makers in Customer Satisfaction Survey

Apple Bests Other PC Makers in Customer Satisfaction Survey

Forrester recently released a survey showing customers are more satisfied with Apple computers than other trade names. Around 4,500 consumers were surveyed by which Apple outscored a number of computer manufacturers. Trailing behind Apple are Gateway, Hewlett-Packard, Compaq and Dell.
 

The participants were asked a set of three questions - How effective was the company at meeting your needs? How easy was it to work with this firm? And how enjoyable were the interactions? Apple topped all questions, gathering positive responses from consumers. 

 

Dell came out at the bottom of the rank, which hurt the company’s waning popularity even more. Bruce Temkin, vice president at Forrester, told the New York Times, said, “You know, they pushed the envelope on supply chain efficiencies and they lost track of their customer along the way. I see them trying to attack their service interactions and take care of their quality problems.”

 

Apple’s closest rival Microsoft also ended up with bad results. The company has recently launched a new advertising campaign to hammer Apple’s user support base. 

 

Temkin said, “This is a wake-up call to Microsoft.  They have to do a much better job of working with retailers and orchestrating the experiences that all their partners have. They need to do a better job of merchandising with Wal-Mart and Best Buy and invest heavily in retail touch points.”