Customer Satisfaction Slips For PCs, Majaps

By Alan Wolf -- TWICE, 9/4/2008

ANN ARBOR, MICH. — Customer satisfaction fell for most PC and major appliance manufacturers in the second quarter, according to the latest American Customer Satisfaction Index (ACSI) study from the University of Michigan and Foresee Results.

The quarterly business report measures customer satisfaction with consumer goods and such e-businesses as search engines, portals, and online news and information providers.

Led by Google, the e-business sector climbed an impressive 6 percent overall to a score of 79.3 on ACSI's 100-point scale. But products made by leading PC and appliance mnufacturers didn't fare as well, with the PC category slipping 1.3 percent to a score of 74, and majaps dropping 2.4 percent to a score of 80.

Leading the decline in computer satisfaction were PCs from Gateway and Hewlett-Packard's HP and Compaq brands, which all fell about 4 percent year-over-year to the low 70s.

The declines were offset by Apple, whose satisfaction score soared 7.6 percent to 85, and Dell, whose score rose 1.4 percent to 75.

No one gained ground in appliances. GE and Electrolux each declined 1.2 percent while Whirlpool fell 4.8 percent in the ratings. Each ranked 80 on the ACSI scale.

Satisfaction with CE products remained flat, with a score of 83, although the performance of individual vendors was not broken out.

Manufacturer	2007	2008	% Change
Personal Computers	75	74	-1.3
Apple	79	85	7.6
Dell	74	75	1.4
Hewlett-packard	76	73	-3.9
All Others	75	72	-4.0
Gateway	75	72	-4.0
Compaq	73	70	-4.1
Major Appliances	82	80	-2.4
Whirlpool	84	80	-4.8
GE	81	80	-1.2
Electrolux	81	80	-1.2
All Others	80	80	0.0