
HP not doing so well...
Published: 26 August 2004 09:00 GMT
Consumers are happier with their PC purchases than they have been in the past three years, with Apple and Dell pleasing them most, according to a report.
The 'satisfaction' score for PCs in the American Customer Satisfaction Index rose to 74 per cent from 72 per cent a year ago, according to ASCI figures released this week. The uptick was due to lower prices for home computers, upgrades in power and capabilities, and an increase in experience on the part of users.
The ACSI is a national economic indicator of how satisfied customers are with the quality of products and services available to households in the US. The evaluations were gathered in a report by the University of Michigan Business School and other organisations.
Apple led the list of PC makers in the ACSI with a score of 81 per cent, making a five per cent improvement for the second year in a row. Dell ranked second with a score of 79 per cent, a slight increase from last year. Gateway's mark jumped from 69 to 74 per cent.
Despite making slight gains, Hewlett-Packard's two computer brands scored below the industry average of 74 per cent, with HP at 71 per cent and Compaq at 69 per cent. Once a leader in customer satisfaction, HP dropped below the average for the first time a year ago. The merger of HP and Compaq Computer in 2002 did not have a significant positive impact on the brands' ACSI score, according to the report.
"HP remains competitive on price," Jack West, past president of the American Society for Quality, an ACSI co-sponsor, said in a statement. "But this is a reminder that there's more to satisfaction and loyalty than meets the eye. HP's problem is that the quality of both their products and service support has fallen off sharply since the mid-1990s, when HP was leading the industry."
Ed Frauenheim writes for News.com
A professional demeanour and commitment to customer satisfaction is also desirable. Ensuring the highest levels of customer satisfaction through ...
s unique culture and strong teamwork and an excellent benefits packageFTSE is a rapidly developing company in the business of providing financial ...
No other centre offers you such a high level of exposure to large clients and enterprise systems.As a technical support senior analyst you will be ...
Agenda Setters 2009
Welcome to the ninth annual Agenda Setters poll – silicon.com's list of the top 50 most influential individuals in the technology and IT industries, from techies and CIOs to entrepreneurs and business leaders. Find out more in our latest special report.
Power Solutions Article: High-Availability Virtualization with Dell EqualLogic Arrays...
Power Solutions Article:Â Power Solutions Article: Getting Started with Microsoft...
Customer Case Study:Â A L Filters
Solution Brief: Dell Equalogic PS Series Can Offer Robust, High-Availability Infrastructure...
Stories from the web...
Copyright © 2008 CBS Interactive Limited. All rights reserved. Top of page
Naked CIO Naked CIO: Social networks are useless for finding a job 'Quantity over quality' approach poisoning professional networks
Peter Cochrane Peter Cochrane's Blog: Uneconomics We must move away from short-termism to prevent next economic crisis