Apple Scorches To Record Level Of Customer Satisfaction
Apple Tops Customer Satisfaction Poll As Rivals' Ratings Slide
What Apple And Michael Phelps Share
Apple Clobbers Competition In Customer Satisfaction Survey
Apple Customer Satisfaction Scores Gain
Is Apple The Only Company That Can Do No Wrong?
Apple Sets New Standard In Customer Satisfaction
Apple: World's Best Customer Service Or Most Dangerous Products?
Apple users are an extraordinarily happy lot. The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States, and Apple just aced their latest survey by a record margin.
The ACSI second quarter report, released yesterday from the University of Michigan’s National Quality Research Center says that the personal computer industry suffered a second consecutive drop in satisfaction, falling 1% to 74 and losing all gains made since 2005. However, Apple is bucking industry trend curve by posting its largest gain ever to 85, a new all-time high for the industry. The 8% leap puts 10 points between Apple and its nearest rival, one of the largest gaps between first and second in any industry measured by ACSI. As Apple’s satisfaction improves, so too have its sales, market share, net income, and stock price.
Apple Tops Customer Satisfaction Poll As Rivals' Ratings Slide
The Register's Tony Smith reports:
Apple has been named the computer maker that most satisfies its customers after it scored a personal best of 85 out of 100 - ten points above its nearest rival, Dell - in a key US customer satisfaction index.
The figures comes from the American Consumer Satisfaction Index (ACSI), a survey that's been run by the University of Michigan since the mid-1990s. Its latest numbers are based on data collected in Q2.
For the full report visit here:
http://www.reghardware.co.uk/2008/08/19/apple_acsi_poll_win/
What Apple And Michael Phelps Share
Forbes' Asher Hawkins reports:
How much do consumers love Apple? A lot, it turns out--and not just for cool music.
The latest rankings from the American Customer Satisfaction Index show that Apple has dramatically outpaced its rival computer makers in the hearts of U.S. consumers. In fact, the gulf between Apple's consumer satisfaction ranking and that of the industry's No. 2 player is one of the widest margins ever seen in any industry studied by the University of Michigan's National Quality Research Center......
The ACSI report for the second quarter of 2008 ranks Apple at 85, indisputably above silver medalist Dell, at 75. Apple scored 11 points above the computer-maker industry average, which slipped 1% during the quarter to 74. Apple's rating is also an all-time high for the computer industry.
Rivals continue to struggle with consumer dissatisfaction over the Microsoft Vista upgrade. But spurred by the popularity of its iPhone and iPod, Apple is winning over more users than ever before in its history.
For the full report visit here:
http://tinyurl.com/55prj5
Apple Clobbers Competition In Customer Satisfaction Survey
Computerworld's Gregg Keizer reports:
Apple Inc. trounced rival computer makers selling Windows-equipped PCs by historic margins in an annual customer satisfaction survey, the poll's chief researcher said today.
"We haven't seen anything like this before, where a company scores 10 points over its nearest rival," said Claes Fornell, the head of the American Customer Satisfaction Index (ACSI), conducted quarterly by the University of Michigan.
Apple's customer satisfaction score of 85, an ACSI record in the personal computer category, was 10 points higher than the closest competitor, Dell Inc.; 12 points higher than Hewlett-Packard Co.; and 13 higher than Gateway, which was acquired by Acer last year.
"It's almost an aligning of the stars," said Fornell, also a professor with the university's business school.....
For the full report visit here:
http://tinyurl.com/6auy25
Apple Customer Satisfaction Scores Gain
CNet's Tom Krazit reports:
Apple blew away its PC industry peers in this year's American Customer Satisfaction Index, perhaps because it was the only company that didn't release a Windows Vista PC.
The University of Michigan released its annual ACSI scores Tuesday for the PC industry, and Apple took top honors for the fifth straight year. Apple was the only company in the PC industry other than Dell to post an increase in customer satisfaction in 2008 compared to last year, said Claes Fornell, a professor at the university and head of the ACSI....
The scores were assembled during the second quarter through thousands of interviews, and so therefore don't reflect the launch of the iPhone 3G and MobileMe, two black eyes for Apple's customer service this year.....
For the full report visit here:
http://news.cnet.com/8301-13579_3-10019711-37.html?hhTest=1
Is Apple The Only Company That Can Do No Wrong?
CNet's Don Reisinger says:
Japan is investigating the possibility of overheating iPod Nanos, according to a report. The country's Ministry of Economy, Trade, and Industry is looking into three reports of overheating iPod Nanos starting fires and confirmed that Apple had two other cases of something similar occurring.
The iPod Nano overheating allegedly happened during 2005 and 2006 and so far, there haven't been any reports that the same issues persist.
It should also be noted that back in 2006, Apple was included in a long list of companies that had computer battery issues that were also sparking fires.
But Apple's problems have stretched far beyond battery problems. The company is facing trouble over its utterly crappy MobileMe, has dealt with concerns over faulty "first-generation" devices, and has consistently delivered less than what we're looking for in iPhones. All the while, Apple still thinks it's necessary to remove applications from its App Store with nary a mention as to why.
Amid all those problems (and many more that I didn't recount), Apple's satisfaction rating is the highest in the business, sales are stronger than ever, and there are no signs of either slowing down at any time.
So what's the deal? Why is Apple given a slap on the wrist, while other tech companies would pay dearly for similar offenses? If you ask me, it has nothing to do with the products and everything to do with Apple's marketing machine....
For the full commentary visit here:
http://news.cnet.com/8301-13506_3-10020263-17.html?hhTest=1
Apple Sets New Standard In Customer Satisfaction
AppleInsider's Katie Marsal reports:
Customer satisfaction in the personal computer industry suffered another series of declines last quarter, though one standout was Apple, Inc., which defied the trend by recording its largest gain ever, according to a new consumer satisfaction survey.
The American Customer Satisfaction Index second quarter report, released Tuesday from the University of Michigan's National Quality Research Center, said Apple's score of 85 was not only a company best, but also "a new all-time high for the industry."
By comparison, the Mac maker's rivals combined for the second consecutive drop in overall customer satisfaction with the PC industry, which saw scores fall a full percentage point to a rating of 74, surrendering all gains made since 2005.
For the full report visit here:
http://tinyurl.com/5jygrz
Apple: World's Best Customer Service Or Most Dangerous Products?
Reuters Blogs' Yinka Adegoke says:
Two different reports on Apple this morning left us undecided how to view the Cupertino, California maker of iPhones, iPods and MacBooks run by Steve Jobs.
In the first report Apple blew away its PC industry peers in the annual American Customer Satisfaction Index for the fifth straight year. CNET News believes it had much to do with the fact Apple was the only company in its category that didn't release a Windows Vista PC, which is not to say Apple's products done speak for themselves.
The ASCI, is prepared by the University of Michigan, and measures a consumer's overall satisfaction with a company but customers might not have been so satisfied in Japan after their iPod Nanos caught fire according to the second report.....
Based on both these reports the public could be left feeling that buying an Apple product could set your house on fire but at least the company will answer the customer service phone on the first ring.
For the full commentary visit here:
http://tinyurl.com/5qkbea
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