Apple and Samsung continue to be at the top of theAmerican Customer Satisfaction Index, the ranking of electronic products that offer the highest degree of user satisfaction.
Cupertino company maintains first place with a lead over Samsung, which has nevertheless narrowed by 1% compared to last year. Acer climbs 1%, tying Amazon (down 1%) in third place. Both Apple and Samsung have shown high and stable satisfaction rates over the past five years, almost always separated by just one point. This overall ranking also mirrors that of mobile phones, where both companies have been at the top of the list for customer satisfaction for years.
Apple continues to lead the way in the overall customer experience, receiving the highest score for design. Samsung shines when it comes to value, ranking as the best in its category among all PC manufacturers.
Factors that influence customer satisfaction ratings include design, graphics and sound quality, availability of accessories, software and apps, ease of use, system crashes, and processor speed.
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Desktop computer users remain more satisfied (with an ACSI score of 80) than laptop and tablet users, despite a 1% decline year-over-year. Laptop satisfaction is the lowest at 77, while tablets are in the middle with a score of 78.
There are three PC manufacturers just below the industry average: ASUS still grew by 1%, HP lost 1%, and Dell held steady at last year's score. Lenovo posted a significant 3% increase. Conversely, Toshiba saw a 3% decline.
According to David VanAmburg, managing director of the American Customer Satisfaction Index, consumers are likely to be more critical of devices during this time as the pandemic has led to an increase in remote workers and online students.
