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Which PC Maker is Tops in Customer Satisfaction?

Techstination feature for Friday, August 19, 2005

Which computer maker is tops in customer satisfaction? Bloomberg Boot Camp, a report on today's technology. The University of Michigan is out with the latest American Customer Satisfaction Index, and when it comes to computers, the news is not very good for Dell, the biggest PC maker of them all. Index Managing Director David Van Amburg….

"Dell is the only company in the PC industry measured in the ACSI that had a significant change this year compared to last year. It dropped by five points to 74. It's the first time that Dell has actually not been better than the industry average in the PC industry."

Last year Dell was tied for the top spot in customer satisfaction with Apple. This year…Apple has that position all to itself followed by Dell, Gateway and then Hewlett Packard, which did see a slip in its Compaq brand. As for the reasons for Dell's decline, Van Amburg says…

"Dell's difficulties center around service quality. They center around the ability to provide good customer service to those who have purchased computers. And what you will find, often, in cases such as Dell where a company is growing in terms of its market share, in terms of its ability to deliver on product… they begin to have some fits and starts if you will, with keeping up delivering good service."

Customer satisfaction with the PC industry overall remains unchanged from a year ago. Bloomberg Boot Camp, I'm Fred Fishkin.