The American Customer Satisfaction Index (ACSI) is an independent national benchmark of customer satisfaction with the quality of products and services available to household consumers in the United States. Each year, 70,000 customers are surveyed about the products and services they use the most.

“The decline in popularity of desktop personal computers continues as consumers increasingly go mobile, looking to tablets and smartphones for computing needs ranging from Internet access to games and work productivity applications,” ACSI reports in their ACSI Household Appliance and Electronics Report 2013. “For the year, tablet sales are expected to be up by as much as 70%, while sales of PCs (desktops and laptops) are projected to fall by 10%. Global PC shipments dropped 11% in the second quarter, the fifth straight quarter of contraction.”

“Customer satisfaction with computing devices—including desktops, laptops, and tablets—also weakens, declining 1.3% to an ACSI benchmark of 79 (on a scale of 0 to 100). Consistent with the shift in consumer preferences, tablets (81) enjoy a small but significant lead over both desktops and laptops (tied at 79). Customer expectations of computer products are high, and the industry is under pressure to keep up with ever-growing demand for devices that are faster, more powerful, and offer innovative and improved features,” ACSI reports. “Apple maintains the strong lead it has held for a decade, inching up 1% to an ACSI score of 87.”

ACSI Household Appliance and Electronics Report 2013

Source: ACSI Household Appliance and Electronics Report 2013

“Unlike Apple, the vast majority of the computing products by Hewlett- Packard, Dell, and others are in the less gratifying desktop or laptop category. HP runs a distant second to Apple, gaining 1% to an ACSI benchmark of 80, followed by Dell, which drops 2% to 79,” ACSI reports. “Toshiba at 78 (+1%) and Acer at 77 (-3%) are just below the industry average. Microsoft’s revamped Windows 8 operating system, included in all new Windows-based PCs since its release last year, does not seem to have provided a bounce in sales or in customer satisfaction for these manufacturers. The aggregate of Windows and Android-based brands that have smaller U.S. market shares—such as Samsung, Lenovo, and Asus—is last, down 5% to an ACSI benchmark of 76.”

Source: ACSI Household Appliance and Electronics Report 2013

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