The American Customer Satisfaction Index (ACSI) has registered a marginal increase as customer satisfaction slowed, according to a report released today from the University of Michigan’s National Quality Research Center. The Index edges up 0.1% to 75.3 on ACSI’s 100-point scale, and is up only 1% since the second quarter of 2006.
Overall customer satisfaction with the PC industry has fallen 3% to a score of 75. Apple and Dell each dropped 5%. Despite the drop, Apple still is the industry leader in customer satisfaction, with a score of 79.
“Apple has experienced unprecedented growth in recent years,” said Professor Claes Fornell, head of the ACSI at the University of Michigan, in the press release. “…It’s not easy to manage quality and customer satisfaction when a company quickly has to increase production or provide service to a larger number of customers.”
A rating above 74 means you’re doing “quite well,” Fornell told CNET News. “‘It’s almost like what goes up must come down,’ he said. ‘They have done so well that they have increased their business by 400 percent in the last five years. That puts a certain strain on resources. With many more customers to service, it’s not that service quality is going down, as much as the reliability of the products.’ Survey results refer only to Apple’s computer products.” Full article here.
After last year’s improvement, Dell’s continuing customer service problems have the company back near the bottom of the PC rankings with a score of 74. Hewlett-Packard’s HP division improved 1% to 76, though its Compaq division is the worst in the industry at 73.
[Thanks to MacDailyNews Reader “Jimbo von Winskinheimer” for the heads up.]