Apple leads, Dell lags in customer satisfaction

Market research firm Forrester on Friday released a report measuring customers’ overall satisfaction with computer manufacturers. Apple not only topped the list, it blew away the competition.

Apple’s overall customer satisfaction rating was at 80 percent, 14 points above the closest competitor, Gateway, who came in at 66 percent. HP and Compaq were pretty close with a 64 percent and 63 percent customer satisfaction rating, respectively.

Dell brought up the rear with a satisfaction rating of 58 percent.

The ratings were based on three categories: Useful, Easy to Use, and Enjoyable. Apple dominated in each category, scoring 82 percent (Useful), 86 percent (Easy to Use), and 72 percent (Enjoyable).

Each of the other companies mentioned in the survey received at least one score in the 50 percent range. Dell holds the distinction as the only company to get a mark below 50 percent, scoring a 47 percent in the Enjoyable category.

Forrester compiled the data from more than 4,500 consumer surveys.

source:macworld