“Can’t Get No Satisfaction” Apple Drops In Ratings
08.14.07 - 04:43pm
Apple is getting bigger and bigger, constantly in the news and is shipping out more computers than ever before.
This is a good thing as far as growth goes for a company but can also make it harder for the company to maintain customer satisfaction and true to form Apple slipped four points in the ACSI, American Customer Satisfaction Index, this year.
While still the top computer company Apple’s rating fell from 83 to 79, a large loss as just two percentage points are considered significant in this yearly survey, and if consistent with the past findings Apple could finds its profits going in the same direction.
Hewlett Packard, second behind Apple, came closer to being number one rising 1 percent to land at 76 now only 3 points away from Apple. Dell computers also fell five percent slipping from 79 to 74.
Claes Fornell, a marketing professor at the University of Michigan who led the study. said Apples growth may be what contributed to its drop in customer service, “They are the victim of their own success.”
Google also fell three points from 81 to 78, while their rival Yahoo saw an increase in customer satisfaction heading up three points to top Google jumping from 76 to 79. It is the first time since 2002 that Yahoo has beaten Google in customer satisfaction.
“We are continually working to provide the best online experience for our users and welcome strong competition that helps drive market innovation,” a Google representative said in a statement.
A Yahoo spokesperson said, “Yahoo is pleased with the results of this year’s ACSI study, which reflect our continued efforts to enhance the consumer experience for our more than 500 million users.”
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