Link
ps I did a search and didn't see this in another thread, but correct me if I am wrong.
GO APPLE!
U.S. consumers lambasted Dell Inc. for poor customer service in a survey conducted last quarter, sending the worlds largest PC vendor into a virtual tie with the rest of the PC market behind the industry-leading efforts of Apple.
For the second year in a row, Apple received the best rating from PC buyers in the American Customer Satisfaction Index (ACSI), said David Van Amburg, general manager of the ACSI. The University of Michigan compiles the ACSI in numerous product categories by randomly calling U.S. residents and surveying their buying habits, he said.
Apple received a score of 81, compared to an industry average score of 74, in results released Tuesday. The Cupertino, Calif., companys focus on product innovation and customer service has won it a cadre of famously loyal customers unlike any other PC vendor, Van Amburg said. Apple also received a score of 81 in 2004.
Dell, on the other hand, earned a score of 74, down from a score of 79 the previous year. Survey respondents complained mostly about the quality of Dells customer service, not its products, Van Amburg said. The ACSI doesnt ask specific questions about the type of problems customers are having with a company, but customers were clearly more frustrated with the Round Rock, Texas, company than last year, he said.
A few recurring complaints were the length of time on hold with Dell customer-service representatives, as well as the quality of the help customers eventually received, Van Amburg said. Dell has started to expand its lead over Hewlett-Packard Co. (HP) in PC shipments, and sometimes when market leaders increase their product shipments they fail to increase service capabilities at the same rate, he said.
ps I did a search and didn't see this in another thread, but correct me if I am wrong.
GO APPLE!
