Mac vs. Windows in business case study: Macs have 1/3 fewer problems that are solved 30% faster

“We’ve been investigating the ROI from Macs versus PCs in the business environment. I was reviewing the data from a case study one of our analysts is completing and the results are interesting,” Ian Campbell, Nucleus Research’s President and CEO, blogs.

“We’ll publish the case study soon (get on our newsletter to be notified of the latest from our analyst team) so you can get a full look at the actual situation but here are two interesting data points concerning support,” Campbell reports. “This particular company has approximately 1700 employees with a mixed environment of PC users and Mac users. Here’s the interesting data point: On a per user basis, for every 3 trouble tickets the help desk opens for PC users they only open 2 for Mac users. In addition, the Mac trouble tickets are closed 30% quicker”

Campbell reports, “To net it out, in this company the Macs have 1/3 fewer problems and the problems are solved a lot quicker.”

“Sure this is data from only one company but it’s a fair comparison of sophisticated users in a roughly balanced Mac versus PC environment,” Campbell explains. “We’re investigating a number of deployments and look for a lot more from Nucleus Research on Macs versus PCs in the near future.”

Full article here.

MacDailyNews Take: If anything, further investigation will reveal to them that Macs will require even less support than they found in their initial case study.

[Thanks to MacDailyNews Reader “Kenneth” for the heads up.]


  1. @The Rude Bellman,

    Uh, reality check. When you’ve got more than two or three Macs, like maybe twenty or thirty or more, and you’re using Apple XSan (or any SAN), You’re absolutely going to need full-time IT pros in your company, make no mistake about that.

    Our company grew from one Mac about eight years ago to 18, including laptops, and our IT department will have nothing to do with them, and so the two of us that instigated the move to Mac are stuck with what we’re actually getting paid to do [not IT work], PLUS we do ALL of the network and desktop support for all of the Macs. When you’ve got lot’s of any kind of machine you’re going to need dedicated human support for that platform. 1/3 few problems that are solved 30% faster is not zero – in fact it’s far from it. So if you’re thinking of moving to Mac in your organization, and you’re go to have more than four or five of them, get some kind of contract or full-time in-house IT support or you’re going to be sorry.

    I will never ever voluntarily use Windows, and Windows costs a whole helluva lot of money to operate compared to and maintain – period, but a workflow that is based on a significant number of Macs is going to need real professional support. So don’t send the IT folks away, unless they’re the sticks-the-mud that our IT people are, in which case you hopefully have the authority to summarily fire them.

  2. I don’t trust their figures. We have a much smaller office (10 people) and we switched everyone over to Mac last year and we don’t have a tenth of the issues we were having before hand.

  3. @ jitnol:

    1600 PC users plus 1000 Mac users = 2,700 users. FUZZY MATH!

    The article stated that the Mac and PC users were “in a roughly balanced Mac versus PC environment.” So the numbers are comparable.

    What would be more revealing is what were the types of problems occurred. If PCs tickets were for freezing/crashing issues, data loss, etc., and Mac tickets were for users who couldn’t find a preference setting, then the ROI has to be skewed even more toward the Mac.

  4. @ Mr. Peabody:

    Why will your IT Department not support your Macs?

    If everyone agreed that you could bring them on board when you and your counterpart did, then were they not also agreeing to learn about the platform and support you? And were there not dedicated funds to do just that? Or is it just ignorance and they’re afraid to support them?

    Somebody at your company should tell them they have to support everyone, you guys as well.

  5. This is a nice study, however, there are few confounding factors that are very hard to filter out, some of them are:
    1) The Mac users are smarter, thus solve their own problems
    2) The Mac support guys are smarter, thus solve the reported problems faster
    3) Different applications are installed on the PCs and Macs

    In any event, I am not at all disputing the results, just suggesting that, on statistical grounds, there are lots of confounding factors that are not mentioned in the short summary of the results.
    However, if they have assigned computer assignment was randoms for both the users and the support guys, the uncertainity would be much more minimal.

    In any event, as long as Mac deployement cuts costs by any method, it is always a good reason to stop using PCs.

  6. @ Ampar

    Hahahaha… yeah he qualifies as one of the top 5 idiots list. We know who the others are. Actually we need to do a vote for the top 5. ” width=”19″ height=”19″ alt=”grin” style=”border:0;” />

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