The American Customer Satisfaction Index scores (change over last year):
Apple 85% (+8%)
Hewlett-Packard 73% (-4%)
Gateway 72% (-4%)
Compaq 70% (-4%)
Dell 75% (+1%)
Apple defies the industry by moving in the opposite direction of most PC manufacturers and posting its largest gain ever to 85%, a new all-time high for the industry. The 8% leap puts 10 points between Apple and its nearest rival, one of the largest gaps between first and second in any industry. As Apple’s satisfaction improves, so too have its sales, market share, net income, and stock price.
“It’s hard not to be impressed with Apple,” said Prof. Fornell. “This is product extension
at its best where the new products, iPod and iPhone, are helping bring new customers to
existing computer products. The fact that Apple is not dependent on the Windows Vista
operating system hasn’t hurt either.”
The industry aggregate decline is largely for Windows-based machines...
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