User migration to tablets is increasing PC customer satisfaction

By on September 18, 2012, 12:30 PM

There’s no denying that tablets and smartphones are methodically chipping away at market share once owned by personal computers but a new report from the American Customer Satisfaction Index (ACSI) has revealed an unexpected (and positive) side effect for personal computers in general.

The high level of customer satisfaction that tablets enjoy is having a direct impact on the overall computer category which includes desktops, laptops and tablets. Customer satisfaction in this category has reached an all-time high with a score of 80 out of 100 on ACSI’s scale. Computers scored highly in 2010 and 2011, both times earning a satisfaction rating of 78, but this year’s 2.6 percent increase is certain noteworthy.

Individually, Apple reigns supreme among computer makers with an overall customer satisfaction score of 86. Cupertino’s rating is down one point since last year but they still lead the competition by five points. Dell took the silver medal with a cumulative score of 81, an increase of five points over last year’s rating. Other notable names like HP, Acer and Toshiba ranked fourth, fifth and sixth, respectively. HP and Acer’s score improved year-over-year as well; Toshiba wasn’t measured in 2011.

ACSI founder Claes Fornell believes that dissatisfied customers from traditional PC brands like Dell, HP and Acer are finding a new home with Apple and other smaller tablet makers. This movement actually helps everyone involved as those customers are now happy with their new brand and the companies that lose market share maintain their most loyal and happy customers.




User Comments: 5

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4 people like this | Guest said:

I think the key is to give a person a device equal to that person's needs and capabilities. Desktop computers can be complex with the capability to perform many, many tasks. The average person does email, basic documents, photos, videos, songs, web and a few casual games. Most people have a computer that some salesperson picked out for them and not what was best for them. The computer comes with bloatware which simply confuses the person even more. Then they need to understand the basics of how the computer works, what malware is, how applications work, etc. etc. Great for someone who knows but overkill for the average Joe. Now give this person a simple OS that can only do a few things (the things they want) for a decent price and of course the like it better. No they can't play heavy games, run VMs, do major photo/video editing, run a DB, etc. etc. but it works for them. It all comes down to the right tool for the job.

tomkaten tomkaten said:

A more insightful medium-sized wall of text never have I read

tonylukac said:

People like them better because they're adware free linux.

psycros psycros said:

You could sum up this piece with one sentence: "Consumers flee Microsoft Windows desktop monopoly for platforms that are actually designed to work WITH the user instead of against them."

TJGeezer said:

@Guest nailed it. Windows on my Android tablet would be absurd. Doesn't mean I'm going to run Android on my desktop, but I already have quite a good one of those, running Windows 7. I just bought a tablet and Android runs it beautifully, I don't buy Windows for my refrigerator, either.

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