ACSI's second quarter report, released today from the University of Michigan’s National Quality Research Center, shows little improvement from the computer companies with the exception of Apple.
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.
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.