John Paczkowski

Recent Posts by John Paczkowski

Apple Tops ACSI Customer Satisfaction Survey — Again

The American Customer Satisfaction Index (ACSI) released its annual survey of consumer sentiment today, and once again Apple claimed its top honor. For the eighth year in a row. The last time Apple was beaten was 2003, when Dell surpassed it by a single point.

For 2011, the ACSI gave Apple its highest-ever score, awarding it 87 points out of a possible 100. That’s one point more than it gave the company in its 2010 survey, and nine points more than the score it gave its nearest rival, Hewlett-Packard. It’s also nine points above the industry average of 78.

In other words, Apple’s customer experience and user experience in PCs — and tablets, which were included in the ACSI’s rankings — is second to none. No one else is even close.

Which is not to say Apple is immune from customer satisfaction issues. Clearly, it has suffered one or two in the past. But overall, its commitment to innovation and dedication to that core value ingrained in it by Chairman Steve Jobs — “We just want to make great products” — are clearly paying off. And this eight-year ACSI sweep is testament to that.


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The problem with the Billionaire Savior phase of the newspaper collapse has always been that billionaires don’t tend to like the kind of authority-questioning journalism that upsets the status quo.

— Ryan Chittum, writing in the Columbia Journalism Review about the promise of Pierre Omidyar’s new media venture with Glenn Greenwald