Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Apple Devices Continue to Earn Highest Customer Satisfaction Score Among PC and Tablet Makers

BuffaloTF said:
Uhhh... why?

Would that somehow retroactively make him know what it was before today? Would his comment be less true had he searched it before posting?
Click to expand...

Maybe not, but he states it as a disparaging remark to the credibility of the study, or at least how I interpreted his comment. As if hm not hearing about it, somehow made the study/firm in question less credible.
One good way to check something. is to research it
Or are you saying that not knowing about something and not researching it is a valid ground for criticism? I did find this: https://9to5mac.com/2018/09/25/apple-mac-ipad-customer-satisfaction/. so they go back at least a year.
Or am I completely missing his point altogether and he simply stated that he did not see a study from this firm before?

Lots of possibilities. who knows maybe I'm wrong
 
That’s because people rather say that they’re satisfied than admit that they wasted $1000+ on a mediocre device.
 
Do you think Apple is satisfied with an 83% score or is embarrassed with an 83% score? The fact that it is unchanged suggests that any effort to increase customer satisfaction has not paid off yet. Industry awards seem to be all the fad in advertising these days. I bought two new cars this year and was inundated with surveys. So I threw most of them in the trash, particularly the ones from JD Powers.
 
  • Like
Reactions: FairlyKors
AeroZ said:
That’s because people rather say that they’re satisfied than admit that they wasted $1000+ on a mediocre device.
Click to expand...
Really? How many people talk out both sides of their mouth on this forum? Can’t really answer that so have to take what is said as face value. For me though, the $1000 I spent on the max was well worth it. Take that as you please.
PSCConMP said:
Do you think Apple is satisfied with an 83% score or is embarrassed with an 83% score? The fact that it is unchanged suggests that any effort to increase customer satisfaction has not paid off yet. Industry awards seem to be all the fad in advertising these days. I bought two new cars this year and was inundated with surveys. So I threw most of them in the trash, particularly the ones from JD Powers.
Click to expand...
Do you think it’s easy to move the needle on hundreds of millions of customers? Based on what you believe and how the surveys are conducted Apple satisfaction is in a range. Funny about jd powers, I fill them out.
 
I bought three Macs in the last 12 months. I didn't get a single survey. None of the car surveys ever asked "what could we do to make this product better"? Therefore I did see any use in filling them out.
 
Apple on the top is expected. Their custom support is unparalleled in the industry especially within US, with easy access to physical Apple store is huge for many people.

I wonder why Lenovo fared so badly though. Generally I have much better experience with Lenovo products than HP and Dell.
 
@meinertzhagen said:
Apple on the top is expected. Their custom support is unparalleled in the industry especially within US, with easy access to physical Apple store is huge for many people.
Click to expand...

This is a big part of it, Apple’s customer service really is unmatched. Even though their product line is expensive, you’re still purchasing the customer service expectation as well. It’s one of the great things about Apple, is they _never_ failed me in terms of any issues with their products, they resolved it beyond my own expectations.
 
MauiPa said:
Are you stating that you have a deep understanding of the marketplace and customer satisfaction studies of products across markets? Thats impressive. I found this https://9to5mac.com/2018/09/25/apple-mac-ipad-customer-satisfaction/. that's from last year, so maybe you missed it
Click to expand...
No, all I'm stating is that I had not heard of them before. I've heard of JD Power and consumer reports satisfaction surveys before, but not ACSI.

I personally don't put a lot of faith in these types of things even though it does confirm my own personal experience. I have had great luck with all my Apple products. But, then again I've had great success owning Chevrolets before and every consumer reports survey would say that is not true at all.
 
Last edited:
SomeSoftwareGuy said:
No, all I'm stating is that I had not heard of them before. I've heard of JD Power and consumer reports satisfaction surveys before, but not ACSI.

I personally don't put a lot of faith in these types of things even though it does confirm my own personal experience. I have had great luck with all my Apple products. But, then again I've had great success owning Chevrolets before and every consumer reports survey would say that is not true at all.
Click to expand...
History of the American Customer Satisfaction Index
The American Customer Satisfaction Index (ACSI) is the only national cross-industry measure of customer satisfaction in the United States. This strategic economic indicator is based on customer evaluations of the quality of goods and services purchased in the United States and produced by domestic and foreign firms with substantial U.S. market shares. The ACSI measures the quality of economic output as a complement to traditional measures of the quantity of economic output.
The ACSI was started in the United States in 1994 by researchers at the University of Michigan, in conjunction with the American Society for Quality in Milwaukee, Wisconsin, and CFI Group in Ann Arbor, Michigan. The Index was developed to provide information on satisfaction with the quality of products and services available to consumers. Before the ACSI, no national measure of quality from the perspective of the user was available.
The ACSI model was derived from a model originally implemented in 1989 in Sweden called the Swedish Customer Satisfaction Barometer (SCSB). Claes Fornell, ACSI founder and Chair of ACSI LLC, developed the model and methodology for both the Swedish and American versions. Hailed as the "Father of Customer Satisfaction," Claes Fornell is without question one of the most influential scholars in marketing science today. His name can be found on 3 of the top 15 most academically cited papers from the leading sources in the field—Journal of Marketing, Journal of Marketing Research, Marketing Science, and Management Science.
The ACSI was first published in October 1994, with updates released each quarter. Starting in May 2010, ACSI data became available to the public on a more frequent basis, with results released multiple times per year. This change allows stakeholders to focus more in-depth on different segments of the economy over the entire calendar year. The national ACSI score continues to be updated quarterly on a rolling basis, factoring in data from 10 economic sectors and 46 industries.
 
newyorksole said:
That’s funny. According to comments on forums and social media, Apple is overpriced, non-innovative garbage. Apparently Samsung and Google offer a lot more than Apple does or ever could.

Something isn’t adding up. Oh well.
Click to expand...

Yep, if you only frequent tech blog comment sections you would have to believe that. The entire Internet runs on negativity and it’s because of that negativity we get a wildly skewed impression of reality. But it is comforting to know that tech blog comment sections have absolutely no influence on Apple’s business. The naysayers can come in here and trash Apple till the sun comes up and it means NOTHING... less than nothing.
 
  • Like
Reactions: I7guy
Apple’s hardware is far better than their closest competitor when not measured on a value basis. Samsung might come closest, but if Apple gets an “A” then they earn a C+ or B-. But hardware isn’t the whole story, and it looks like this survey is grading “value” along with quality simultaneously. There also needs to be a check on Apple’s domination, so I’m glad there are fans of Samsung, etc.
 
There are no surprises here. The Apple users are a dedicated fan base who find utility in their products.
 
Pootie Tang said:
History of the American Customer Satisfaction Index
The American Customer Satisfaction Index (ACSI) is the only national cross-industry measure of customer satisfaction in the United States. This strategic economic indicator is based on customer evaluations of the quality of goods and services purchased in the United States and produced by domestic and foreign firms with substantial U.S. market shares. The ACSI measures the quality of economic output as a complement to traditional measures of the quantity of economic output.
The ACSI was started in the United States in 1994 by researchers at the University of Michigan, in conjunction with the American Society for Quality in Milwaukee, Wisconsin, and CFI Group in Ann Arbor, Michigan. The Index was developed to provide information on satisfaction with the quality of products and services available to consumers. Before the ACSI, no national measure of quality from the perspective of the user was available.
The ACSI model was derived from a model originally implemented in 1989 in Sweden called the Swedish Customer Satisfaction Barometer (SCSB). Claes Fornell, ACSI founder and Chair of ACSI LLC, developed the model and methodology for both the Swedish and American versions. Hailed as the "Father of Customer Satisfaction," Claes Fornell is without question one of the most influential scholars in marketing science today. His name can be found on 3 of the top 15 most academically cited papers from the leading sources in the field—Journal of Marketing, Journal of Marketing Research, Marketing Science, and Management Science.
The ACSI was first published in October 1994, with updates released each quarter. Starting in May 2010, ACSI data became available to the public on a more frequent basis, with results released multiple times per year. This change allows stakeholders to focus more in-depth on different segments of the economy over the entire calendar year. The national ACSI score continues to be updated quarterly on a rolling basis, factoring in data from 10 economic sectors and 46 industries.
Click to expand...
Right and their methodology is under wraps, so no checking the output.
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back