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PC makers make (small) progress closing Apple's customer satisfaction gap

Apple's customer satisfaction index rating slipped a bit in 2009, but PC makers such as Gateway and HP managed to improve their ratings, according to the University of Michigan's American Customer Satisfaction Index. Apple is still leader of the pack with a score of 84, down from...

Tags: Gateway Co., Brand, PC Company, Apple Inc., Customer Satisfaction, ACSI, Product Marketing, Branding, Marketing, Larry Dignan

Blog posts 2009-08-18

What VoIP access providers can learn from Dell's customer service failings

I've been looking at some of the rankings in the American Customer Satisfaction Index's latest quarterly report.What the ACSI says about Dell not only is not pretty, but says a lot about what in terms of customer service turns American consumers off.First, of all the technology oriented service providers ranked...

Tags: ACSI, customer service

Blog posts 2005-08-17

Additional Resources

PC makers make (small) progress closing Apple's customer satisfaction gap

Let me put on my flame proof suit.....Apple customers as a group are unique in their loyalty to Apple. PC customers are not very loyal at all to any particular PC brand. Apple customers, as a group also seem to put up with abuse by Apple, which in my opinion...

Tags: Product marketing, PC customer, customer satisfaction number, Apple Inc., PC company, customer satisfaction

Discussion threads 2009-08-18

Newegg, Amazon, Netflix lead e-tail customer satisfaction; eBay hits all-time low

Consumers report more customer satisfaction with goods and services, but e-commerce results were mixed as e-tailers like Amazon and Newegg remained strong but online broker scores dropped.  The American Customer Satisfaction Index ACSI ticked up to 75.7 in the fourth quarter, up 0.9 percent from a year...

Tags: NetFlix Inc., Newegg.com, Customer Satisfaction, Amazon.com Inc., eBay Inc., American Customer Satisfaction Index, E-tail, Larry Dignan

Blog posts 2009-02-17

Google, Apple surge in customer satisfaction rating

Google, Apple surge in customer satisfaction ratingUS Postal Service scores higher than wireless carriersLarry, I blogged last year that it was telling that the USPS did better in the ACSI surveys each year than our wireless carriers - Verizon et alSad to see in 08 it is the same. But...

Tags: Product marketing, Web browsers, Wi-Fi, WIRELESS, Google Inc., Apple Inc., Yahoo! Inc., customer satisfaction

Discussion threads 2008-08-19

Apple tops customer satisfaction survey ... again

Is there a link between Apple's strong quarter-on-quarter growth and achieving a 10-point lead over its closest rival on the American Customer Satisfaction Index ACSI? You bet! by Adrian Kingsley-Hughes

Tags: Apple Inc., Customer Satisfaction, Survey, Product Marketing, Marketing, Adrian Kingsley-Hughes

Blog posts 2008-08-19

Google, Apple surge in customer satisfaction rating

Google and Apple were among the big winners in the University of Michigan's second quarter American Customer Satisfaction Index. The index, released Tuesday, found that overall satisfaction among consumers fell 0.1 percent to 75.1 on a 100 point scale. Among the key technology movers...

Tags: Google Inc., Apple Inc., Customer Satisfaction, Score, Web Technology, E-business/E-Commerce, 3G, Internet, Cellular Phones, Consumer Electronics, Personal Technology, Larry Dignan

Blog posts 2008-08-19

Study: Offshore outsourcing dings customer satisfaction; Taking back office offshore ok

A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office operations has a limited impact. The working paper, conducted by the University of Michigan as well as Nasscom,...

Tags: Offshore, Customer Service, Offshore Outsourcing, Customer Satisfaction, Back-office, Offshoring, Outsourcing, Product Marketing, Operational Accounting, Customer Relationship Management (CRM), It Operations, Business Operations, Outsourcing & Subcontracting, Marketing, Finance, Enterprise Software, Software, Larry Dignan

Blog posts 2008-07-07

Bigger not better: Google, Apple down in customer satisfaction; Yahoo gains

The American Customer Satisfaction Index for the second quarter was released Tuesday and the brief recap goes like this: Apple is still the top dog in customer satisfaction in the PC market, but is slipping. Yahoo is topping Google. And overall satisfaction is flat. According to the ACSI, which is...

Tags: Google Inc., Yahoo! Inc., Apple Inc., Customer Satisfaction, Score, Larry Dignan

Blog posts 2007-08-14

Online retailers garner high customer satisfaction ratings

Customer satisfaction with the e-commerce industry improved for the second year in a row, according to the American Customer Satisfaction Index ACSI, released today by the University of Michigan with e-commerce partner ForeSee Results.The e-commerce industry overall rose to a score of 80 on ACSI’s 100-point scale, nearing its all-time...

Tags: Business Models, ecommerce, Enterprise, Marketing, Metrics, ROI

Blog posts 2007-02-19

What do Apple's earnings say about open source?

What do Apple's earnings say about open source?It says somethingIt tells the world that any thing is possible with open source. The BSD flavor of open source gives the creator a vast number of options, including the option Apple chose... mostly closed.http://revver.com/video/82673Rescuing "the little guy"...... should not require a coffin...

Tags: Linux, Desktops, marketing, Apple Inc., open source

Discussion threads 2006-10-19

Building good eGovernment applications

Last week I ran across this article on how Federal Websites are losing momentum in the American Customer Satisfaction Index ACSI. Sites that score high tend to be transactional sign up for something or about a single program (like the Medicare Prescriptions Drug Benefit...

Tags: e-government

Blog posts 2006-09-28

Apple tops customer satisfaction index

CNet's Tom Krazit reports that Apple Computer has been chosen as having the best customer satisfaction "among computer individual vendors" in a new study. Apple earned a score of 83 - a 2.5 percent improvement over last year. Dell improved on its 2005 score by 5.4 percent to garner a...

Tags: American Customer Satisfaction Index, customer satisfaction

Blog posts 2006-08-16

Is Jobs the new Gates?

Is Jobs the new Gates?Message has been deleted.The irony, oh the ironyA new plot twist for "Pirates of Silicon Valley II"? The TNT docu-drama showed Jobs staging his "1984" spectacular with "Big Brother" IBM menacingly glaring from a large screen. But backstage, it dawns on Steve Wozniak that Gates was...

Tags: Recruitment & Selection, job, Apple Inc., Bill Gates

Discussion threads 2005-12-27

Federal sites improve in user satisfaction.

Even as netizens complain about FEMA's website requiring Internet Explorer to register for federal aid, the American Customer Satisfaction Index finds federal websites increasing in customer satisfaction. The Index aggregate satisfaction score increased 1.2% for the quarter to 73.5...

Tags: portal, Web portal

Blog posts 2005-09-28

Dissecting the core of Apple's Mac Mini

Dissecting the core of Apple's Mac MiniMac zealots amuse mePlease Mr. Jobs, can I pay double for 4 year old laptop components in my computer? Please??!!iSuppli leaves other things outWho is supposed to pay to ship it from Taiwan to your local retailer? How is the retailer supposed to...

Tags: Desktops, Mac-user, WAS IT, Apple Inc., Apple Intel Mac Mini, Apple Macintosh, Hewlett-Packard Co., Apple Mac Mini

Discussion threads 2005-08-17

Search engine customer satisfaction: Google - 82, Yahoo! - 80, MSN - 75, Ask - 72

Customer satisfaction with e-business continued its climb, rising 4.7% since 2004 to 75.9 on the American Customer Satisfaction Index 100-point scale. E-business narrowed the gap with the ACSI e-commerce measure (78.6) and exceeded the national ACSI average (73.1) for the first time ever. As far as online search engines, Google...

Tags: Web technology, E-business/E-commerce, SEARCH, search engine, customer satisfaction, MSN, Yahoo! Inc., Google Inc.

Blog posts 2005-08-16

Terminus 6 6 (Windows)

Terminus 6 - Leave No Traces - The ultimate data destruction toolkit. Terminus 6 brings professional IT security/COMSEC grade destructive power to the masses: erase files, slack space, free space, protect your privacy, destroy chunks of data even if they're not in a file, destroy huge files (2GB or larger)...

Tags: File, Electronic Fantasy World, Microsoft Windows, Quality, Operating Systems, Software, Business Operations

Software downloads 2004-11-17

Apple and Dell get the top customer satisfaction rating

The American Customer Satisfaction Index ACSI measures the attitudes of consumers in several different categories, including PCs and online Web sites, on a scale from zero to 100. For the second quarter of 2004, the PC industry posted a score of 74, which represents an improvement of 2.8% compared to...

Tags: Apple Computer Inc., PC

Blog posts 2004-08-24

E-commerce gets the highest consumer satisfaction rating

The latest American Customer Satisfaction Index ACSI report from ForeSee Results and the University of Michigan indicates e-retail received a customer satisfaction score of 84 out of a possible 100 in 2003, making it the highest scoring e-commerce category measured for the study. Other categories under the e-commerce umbrella experienced...

Tags: E-Retail, e-commerce

Blog posts 2004-02-20