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PC Customer Satisfaction Rises

Techstination feature for Monday, August 21, 2006

Customer satisfaction among PC buyers goes up. Bloomberg Boot Camp, a report on today's technology. The latest Customer Satisfaction Index report from the University of Michigan is good news once again for Apple Computer….but may be even better news for Dell. Apple continues to lead the industry with a score of 83….an increase of three percent. But Dell reversed its slide….with its score up 5 percent to 78. University of Michigan Professor Claes Fornell…

"They have put much more money and effort into customer service. There they had a number of difficulties. They put back the 800 number which they took off. They're now trying to limit the need for transferring customers from one operator to another, you can get somebody to take care of your problem much quicker."

And Professor Fornell says…beyond Apple and Dell….customer satisfaction with the entire PC industry rose to a score of 77….the highest in twelve years. On the other hand….satisfaction with some leading Web sites…didn't fare so well. Number one Google…dropped slightly…but satisfaction with Yahoo! dropped 5 percent to its lowest level in five years…

"A big difference between these two companies… Yahoo is very information heavy and in a sense almost pushes its services on the user. Google, uses more free service and lets the user click his or her way around the Web site."

The University of Michigan's Professor Claes Fornell. Bloomberg Boot Camp, I'm Fred Fishkin.