iPads Top Macs in Satisfaction Survey

Sep

2010

Samantha Murphy, Senior Staff Writer
10:31 AM ET

Apple users are more satisfied with their iPad devices than Macs, according to a new customer satisfaction survey.

The American Customer Satisfaction Index (ACSI) found that those with Apple computers are the most pleased with their devices compared to other PC owners, leading the category by a wide margin for the seventh straight year.

Furthermore, customer satisfaction with Apple’s computer products, including the iPad , rose 2 percent to an ACSI of 86—the highest score ever for Apple. The company now has a 9-point lead over its nearest competitors.

At the same time, sales of Mac computers set an all-time quarterly high, which suggests that the popularity of the iPad has not impacted Apple’s desktop computer business. The company’s net income rose 78 percent in the second quarter of this year and its stock price, despite recent volatility, was up about 50 percent compared with one year ago.

Meanwhile, customer satisfaction with PCs in general surged 4 percent to match the industry’s all-time high of 78. Nearly all brands showed increases in satisfaction. Lower prices , better service, and an emphasis on new, smaller systems and a variety of portable PCs helped drive the improvement.

Among Windows-based PC makers, satisfaction with Dell improved 3 percent to 77, while Acer (Gateway and eMachines) and the HP division of Hewlett-Packard both rose 4 percent to 77—creating a three-way tie.

Satisfaction with home electronics, such as televisions and DVD or Blu-ray Disc devices, increased by 2.4 percent to an ACSI score of 85, the best ever for the category and the highest level of customer satisfaction for any industry thus far in 2010. Customers consider these electronics to have the highest quality among all durable products—better than autos, personal computers, or household appliances.

Greater affordability has made these products more attractive. For the first time, prices for some flat-screen TVs have fallen below $500. Prices for DVD and Blu-ray Disc players have dropped as well, translating into better value for money, with a positive effect on customer satisfaction.