Apple tops consumer satisfaction survey

Posted on 20 Apr 2009 at 07:20

Apple’s reputation for customer satisfaction has been further burnished by the latest report from Forrester Research.

Forrester asked 4,600 consumers about the usefulness, usability and “enjoyability” of their experiences with computer makers. From the replies the research firm generated a Customer Experience Index that placed Apple well ahead of all its rivals.

“Apple dominates in customer experience,” the report says, adding, “there’s no doubt about which company wins the customer experience battle among PC manufacturers: Apple. Apple’s rating of 80 percent was 14 points higher than that of the next firm on the list, Gateway.”

The survey was not quite such good news for Dell, which scored just 47, well behind the other leading PC maker HP’s 64.

The survey’s findings stand in sharp contrast to Microsoft’s attempts to market the PC as better value than higher-priced Macs in a series of new ads.

Apple has responded with four new spots in its long-running Get A Mac campaign, in which the Mac and PC characters discuss virus threats, legal disclaimers, face recognition and time travel.

Author: Simon Aughton

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