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Overall, consumers rated their satisfaction with the maker of their PC 3 percent worse than last year, according to the American Customer Satisfaction Index (ACSI), the annual quality study conducted by the University of Michigan set for release Tuesday.
Apple is still the leader in terms of satisfaction with service and products, but its overall ranking dropped by five percentage points this year. Dell also lost five points on its score. Hewlett-Packard's HP brand showed a 1 percent improvement in a year, while its Compaq label is still rated the worst.
This survey is indicative of consumer satisfaction in general, which increased a mere 1 percent since the second quarter of 2006. Though American consumers' satisfaction has increased for the last nine quarters, that rate of satisfaction is slowing, said Claes Fornell, director of the National Quality Research Center at the University of Michigan, which conducted the study.
"It probably means for the economy at large that we will see a slowdown in consumer spending (next quarter) and consumer demand as well," he said. "We've seen a pretty strong correlation between customers and how satisfied they are and their future purchase behavior."
Admittedly, customer satisfaction is a hard thing to measure, he said. Fornell's group conducts the survey by asking 80,000 customers of the leading PC makers a series of questions related to how they view service quality, price, problems, future or repeat purchase plans, and satisfaction related to expectations.
Among PC vendors, Apple still leads the pack with a score of 79, and Compaq comes in at 73. On a scale of 100, any score in the 70s is respectable, and any rating above 74 means you're doing "quite well," Fornell said.
Apple's drop, even if it is ever so slight, is unusual since the company is usually ranked well on most aspects of the ACSI survey, Fornell said. He points to the Apple's growth as a possible cause, as well as the enormous expectations that come with being a quality leader.
"It's almost like what goes up must come down," he said. "They have done so well that they have increased their business by 400 percent in the last five years. That puts a certain strain on resources. With many more customers to service, it's not that service quality is going down, as much as the reliability of the products." Survey results refer only to Apple's computer products.
Apple spokeswoman Natalie Kerris said, "Customer satisfaction is very important to Apple. While we're pleased that we're still No. 1, we're going to try even harder."
Dell also dropped 5 percent after raising its ranking last year. Dell's problem is customers' perception of product reliability as well as service, Fornell said. As examples, just this year, both shipping delays of the much-anticipated XPS M1330 notebook and the New York Attorney General Office's decision to sue Dell for consumer fraud have made news.
Compaq, acquired by HP in 2002, is ranked 73, while the HP brand itself measures a 76, according to ACSI. Why the discrepancy? According to Fornell, Compaq was a "troubled" brand to begin with and HP hasn't been able to improve that perception yet. Despite its reputation from the pre-HP years, the brand has improved its rating with customers in the last two years, though slowly.
Consumer perception, however, tends to lag behind companies' attempts to fix those problems. For example, Dell maintains a blog called Direct2Dell that is used to communicate directly with customers, something very few PC companies are doing, noted John Spooner, analyst with TBRi, a market research firm.
"You don't see that from HP or Gateway...This is really new. Probably in the last year or so, Dell's done stuff like this, and it's a direct result of the troubles they've had in the past," Spooner said.
"The problem, frankly, (with) what we do and what ACSI does, is we measure customers' perception. Customer perception doesn't change very fast," he added. "You can do tremendous amounts of work and not move the needle very much. It's going to take a long time."
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These clouds are made of advanced collaberation tools interlinked relative to some work i was doing that i want others to add to(interlinked projects).
I haven't added much to my project but others have(boxes on walls called cloud sweepers and central servers) and also some of the software stems have updated to their new versions(sleepwalking).
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And then i thaught i'd cruise thourgh some information clouds relative to the work i was doing, after that i just loaded up on a new game and thaught i'd play, it was offered to me amoungst the data clouds(A freak node).
The year being 2017 and me now just finishing my sentence for hacking through all the fire balls and ice cubes protecting a main research hub without getting detected quite a few times, i am now jumping for joy bacause i get my first holographic station that will alow me to interface with the main system batter.
If you want me to be more achdemic and project myself further forward in time please ask?
Or maybe you want everthing now that you had yesterday and are cheesed off with dreamers.
This is your moment to shine fellow consumers.
As for PC's, I'm willing to wager that --since its hardware and Apple's hardware are basically the same now-- much of the dissatisfaction probably has to do with two things: The way the OEM handles Windows, and/or the disconnect between OS maker and OEM in design and execution.
I wonder if these guys will ever break down Linux+PC and Windows+PC satisfaction stats?
/P
The hardware leaves a lot to be desired. For a new machine to experience consistent incompatibilities, failures, low levels of performance is reflective of how far the companies go to exact profit at the expense of their customer. No longer companies that are proud of quality and customer care - they have no one to blame but themselves.
Apple has always had issues - the issues are becoming more prevalent with the increased name recognition. It is not due to the changeover to Intel processors nor is it due to the O/S. Apple has had hardware and compatibility issues sinces their inception. It was not as pronounced as fewer customers owned Apple products compared to PCs. If Apple had been a solid machine in the beginning - we would be an Apple dominated society rather than a PC dominated society.
2) Choice of operating systems - Windows XP, Vista, Linux Flavor du Jour
3) No annoying trial crapware
3) Paying more for a higher performance computer, that does exactly the same thing and to the same level as the previous computer but with a different and "improved" OS a la Vista.
4) Start selling performance and quality components and minimizing the "discount" aspect of computers.
5) I would be more inclined to buy computer stuff developed and built/assembled in the US.
I had the sad experience of helping a long tem customer set up internet DUN over the telephone.
Every time she typed, she would hit the pad and launch another piece of crapware.
After an hour or two i told her to return it to the store, her mis-tapping was mis-diagnosed by me as a flaky motherboard.
The following morning she called again, and, being somewhat more alert, figured out the cause of the problem.
We are such a small company we can't afford BOB in india to answer our support calls.