Mike Arrington, extrapolating from his own personal experience with some apparent lemon MacBooks:
Apple Inc. trounced rival computer makers selling Windows-equipped
PCs by historic margins in an annual customer satisfaction survey,
the poll’s chief researcher said today.
“We haven’t seen anything like this before, where a company scores
10 points over its nearest rival,” said Claes Fornell, the head of
the American Customer Satisfaction Index (ACSI), conducted
quarterly by the University of Michigan.
Apple’s customer satisfaction score of 85, an ACSI record in the
personal computer category, was 10 points higher than the closest
competitor, Dell Inc.; 12 points higher than Hewlett-Packard Co.;
and 13 higher than Gateway, which was acquired by Acer last year.
Is Apple perfect? No. Does it suck when you buy a new Mac that doesn’t work right? Yes. But is Apple doing a far better job than any of its competitors? Yes.