Apple is on top of its game in terms of computer and tablet customer satisfaction, according to a new American Customer Satisfaction Index. The numbers devices sold in 2020 have earned the top position again, just as it was in the same report last year.
In the 2020 Household Appliance and Electronics Report, the tech giant earned an ACSI score of 82, a one-point drop from the score the company earned in 2019 but still leading the market with its innovative products even in the prevailing COVID-19 pandemic.
Apple on Top on of Customer Satisfaction Index in 2020
With an 82% customer satisfaction rating, the Cupertino tech giant is leading the current market. However, the company saw its figures fall by 1 percent from 83% it achieved in 2019. Samsung isn’t far behind with an 81% score and Acer was in the third spot with a 78% score. The rest of the big Windows OEM names make up the rest of the list, all with differing degrees of average change.
The score includes laptops, tablets, and desktop machines. Samsung and Apple are tied for customer satisfaction when it comes to tablets, according to the American Customer Satisfaction Index. Both tech companies also dominate laptop rankings, while there are tighter margins for desktop machines.
As the ACSI report points out, however, that both tech giants are winners in different ways which put them on an equal level:
“The overall industry rankings mimic results from the cell phone industry, where Apple and Samsung have long been locked in a two-way battle at the top for customer satisfaction. Despite slipping 1%, Apple leads the PC industry with an ACSI score of 82 that matches its rating in the cell phone industry. Samsung again holds second place, just a point lower at 81–a score that also matches its cell phone rating.
Both Apple and Samsung have shown high and stable customer satisfaction for the past five years–separated by just a point in all but one of those years. Apple continues to beat the field across the entire customer experience, receiving its highest mark for design. Samsung shines when it comes to value, rating best in class among all PC makers.”
Factors that influence customer satisfaction ratings include design, graphics, and sound quality. Availability of accessories, software and apps, and processor speed also play a big role in customer satisfaction.
To gather device scores, the ACSI uses data from interviews with 14,698 customers to investigate customer satisfaction with personal computers, software, smart devices, and more. Customers surveyed were asked to evaluate their experiences with recently purchased products of the largest tech companies.