Apple Beats Windows In Customer Experience
April 17, 2009 33 Comments
When it comes to the customer experience of PC firms, Apple stands alone.
In a new Forrester report, I examined results for the five PC brands in Forrester’s customer experience index (CxPi): Apple, Compaq, Dell, Gateway, and HP. The analysis examines feedback from more than 4,500 US consumers about their interactions with these firms. Here’s some of what we found:
- Apple came out on top, with a “good” rating of 80%. Compaq, HP, and Gateway ended up between 63% and 66% while Dell came in at the bottom with a “poor” 58% rating.
- Apple received the highest score for all three components of the CxPi. It had a particularly large lead over all other PC makers when it came to being easy to work with (17%+ better than the others) and being enjoyable (15%+ better than the others).
- Dell landed at the bottom of the PC rankings because it was rated well below the other firms in the areas of being easy to work with and being enjoyable.
The bottom line: The Windows ecosystem needs an extreme customer experience makeover.
P.S. You might also want to read the post Apple Beats Windows, Part Two