Thurrott: Apple’s customer satisfaction rating ‘probably skewed by insanely loyal customer base’

“PC giant Dell Computer recently got some bad news, when the American Customer Satisfaction Index (ACSI) released its yearly ratings of PC maker customer satisfaction. Dell customers rated the company just a 74, down from its 79 rating a year ago, because of poor customer service (Dell’s products, meanwhile, were rated very highly). By comparison, the darling of the report, Apple Computer, rated 81, and once again took the top spot in the survey, though Apple’s insanely loyal customer base probably skews those numbers,” Paul Thurrott writes for WindowsITPro.

Full article here.
So, using “Thurrott Logic,” would it be safe to say that Dell’s complete lack of an “insanely loyal customer base” probably skewed those numbers, too? By the way, DellDailyNews, DellMinute, DellNN, DellSurfer, DellCentral, etc. domain names are all still available.

Related MacDailyNews articles:
Thurrott: Microsoft’s ‘iPod killer’ just ‘ain’t going to happen’ – August 12, 2005
Apple.com remakes online ‘Switch’ section (and quotes Windows IT Pro’s Paul Thurrott) – August 08, 2005
Thurrott: Sony Network Walkman is abysmal, get ‘near perfect’ Apple iPod shuffle instead – July 27, 2005
Thurrott: Apple Macs offer a safer computing experience than Microsoft Windows PCs – July 20, 2005
Thurrott: ‘I don’t see how Microsoft will ever stem the flow of iPods coming out of Cupertino’ – July 15, 2005
Thurrott on spyware: ‘we should have paid more attention to those Apple Switcher ads after all’ – July 08, 2005
Windows tech writer Thurrott: ‘In many ways, Mac OS X Tiger is simply better than Windows’ – May 07, 2005
Thurrott: ‘Longhorn is in complete disarray and in danger of collapsing under its own weight’ – April 27, 2005
Thurrott: Longhorn ‘has the makings of a train wreck’ – April 26, 2005
Thurrott: Longhorn demos ‘unimpressive, fall short of graphical excellence found today in Mac OS X’ – April 26, 2005

56 Comments

  1. Oh, I get it. So, you have to be a luke-warm customer to give unbiased feedback. INSANELY LOYAL is the point, you moron. High levels of customer satisfaction will garner loyalty. Even higher levels might garner insane loyalty. I don’t think it works the other way around — insanely loyal customers generating a higher than reasonable customer satisfaction rating.

    Thurrott — another village idiot.

  2. “By the way, DellDailyNews, DellMinute, DellNN, DellSurfer, DellCentral, etc. domain names are all still available.”

    That’s hysterical.

    Anyway, this is just some sour grapes, and if Thurott took the time to read the Apple chat boards, he would see the Apple community is very demanding and critical of Apple. They are loyal–and give Apple high stats–because they deliver. No call centers across the world with people you can’t understand.

  3. Maybe now he can see why absolutely NOBODY is insanely loyal to Dell. That would certainly explain their recent drop in customer satisfaction. You actually have to sell great products in order to get a great customer service rating and inspire loyalty in the first place. And that is something Dell has obviously never done with their Wal-Mart junkware.

  4. “if Thurott took the time to read the Apple chat boards, he would see the Apple community is very demanding and critical of Apple.”

    Oh believe me, Turdrott reads this Apple chat board religiously for sure. He loves the attention that he gets on here for the drivel he writes. Why do you think he alternates between bashing and praising Apple on a near daily basis? It’s just to see how much attention he can generate for himself and his pitiful website (that likely doesn’t get 1/10th the number of hits that MDN does). He’s nothing more than a troll, plain and simple.

  5. One has to be insane to be loyal to the likes of Dell and Microsoft – hardware & software examples of slipshod quality. People still mindlessly follow these two companies even after being clobbered by yet another virus attack.

  6. So what if the customer base is loyal? Doesn’t disqualify the results. No matter what Apple did to earn the high marks, they earned them. Apple should be pround of the “insanely loyal” customer base.

    MDN: doubt

  7. Thurrott: Apple’s customer satisfaction rating ‘probably skewed by insanely loyal customer base’

    Apple Fans: Thurott’s brain rating is ‘proably skewed by the fact that he is a son of a retarded chimp whore’

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