Apple "Surges" In Customer Satisfaction

In a new report authored by ASCI and the University of Michigan's Ross School of Business (report opens as a pdf once you click on the link in the right hand column of the page), Apple is surging ahead of all competitors in customer satisfaction. The report states:

The personal computer industry suffers a second consecutive drop in satisfaction, falling 1% to 74 and losing all gains made since 2005. Apple defies the industry by moving in the opposite direction and 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. “It’s hard not to be impressed with Apple,” said Prof. Fornell. “This is product extension at its best where the new products, iPod and iPhone, are helping bring new customers to existing computer products. The fact that Apple is not dependent on the Windows Vista operating system hasn’t hurt either.” The industry aggregate decline is largely for Windows-based machines –Hewlett-Packard (73), Gateway (72), and Compaq (70) each sink 4%. The exception is Dell – up 1% to 75.

This shouldn't be news to anyone but with Windows users switching in droves it is worth taking note. I do love the last par there about how the industry aggregate decline is due to Windows. That makes me smile.

:) :)

Joe Henry