Apple’s customer satisfaction ranking rose a point from 86 to 87 (on a scale of 100) to top the American Customer Satisfaction Index, which focused on PC makers. This is the eighth straight year Apple has taken the crown, topping its own record score from last year.
"In the eight years that Apple has led the PC industry in customer satisfaction, its stock price has increased by 2,300%," said Claes Fornell, founder of the ACSI and author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference, in a . "Apple’s winning combination of innovation and product diversification—including spinning off technologies into entirely new directions—has kept the company consistently at the leading edge."
As ACSI notes, the PC industry is undergoing great upheaval, between the emergence of tablets and assorted twists on the traditional PC, and corporate strategy changes, such as HP exploring a . HP finished second in the customer satisfaction survey, though a solid 9 points behind Apple. Still, both HP and its Compaq brand each inched up their customer satisfaction scores. Dell, Acer and others remained flat.
The American Customer Satisfaction Index is based on data from interviews with approximately 70,000 customers annually that are input into a model to measure satisfaction with more than 225 companies in 47 industries and 10 economic sectors, along with over 200 services, programs and websites of approximately 130 federal government agencies.