Apple Delivers Best CX with Lenovo and Toshiba Coming on Strong

This post examines the 10 personal computer makers included in the 2012 Temkin Experience Ratings.

The pace of improvements in the computer industry has changed the rankings. In 2011, Apple had a two-point lead over Acer and a three-point advantage over HP and Sony. This year, Apple has a three-point advantage over both Lenovo and Toshiba, while both HP and Sony have slipped farther back.

Apple was the top rated computer firm in 2012, earning an “okay” rating and the 89th overall spot across industries. Three other computer makers earned “okay” ratings: Lenovo, Toshiba, and HP. The remaining companies received “poor” ratings, with Gateway and Dell at the bottom.

The computer industry received the fourth lowest average customer experience rating, falling only ahead of health plans, Internet service providers, and TV service providers. The industry, however, earned the second largest increase between 2011 and 2012. Only insurance carriers improved more over that timeframe. Lenovo and Toshiba made the largest year-over-year improvements in the industry, earning double-digit increases in their ratings. Apple had the third largest increase. Dell and Acer were the only computer makers that did not earn at least a one-point improvements.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Apple sets the CX pace, but look out for Lenovo and Toshiba

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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