MacNN | Study: Apple, HP tops in 'computer experience' ratings
Mac News Network View: Standard | Headlines | Categorized | Slim
Mac News Network
Mac News iPod News Reviews Forums
 

Desktop Headlines
Study: Apple, HP tops in 'computer experience' ratings
Wednesday, March 27, 2013 @ 3:27am

A study of 10,000 US computer users by customer satisfaction analyst Tempkin Group has once again ranked Apple as the top manufacturer for overall "computer experience" quality, which is defined as having excellent functionality, being accessible and generating the strongest positive emotions. This is the third year running that Apple has topped the list, but HP took second place -- losing by only two percentage points, and with a higher "functionality" rating than Apple. Sony and Lenovo were ranked least favorably of the 10 manufacturers rated.



Overall computer experience has been improving in the three years since Tempkin began the survey, rising from a 54 percent ranking in 2011 to 60 percent ranking now. Apple's rating of 64 percent was enough to make it the winner, but the rating was down one percentage point from last year. HP gained three percentage points since the last survey, narrowing the gap with the iPhone maker. Apple scored highest in the "accessible" and "emotional" aspects of the poll but lost to HP on "functionality." Apple and HP were the only two computer companies that had consistently higher than industry average scores in all three aspects of the survey. Sony and Lenovo ranked the worst, tied at 54 percent for quality of experience. Both companies' ratings declined significantly since the previous survey, and were dinged significantly in both the "functionality" and "accessibility" arenas. Dell was the "most improved" scoring company, jumping six points from last year's ratings but still only managing third place. Interestingly, the computer industry overall ranked somewhere in the middle of the 19 industries surveyed by Tempkin in terms of overall experience, with very few industries rising above mediocre at best. Customers surveyed picked grocery chains as having the best overall experience, alongside fast food chains and parcel delivery companies. TV service providers (meaning cable and satellite companies) ranked among the lowest of the industries, never rising above a "poor" rating. Other industries had wider ranges of experience, but some that racked up significant negative experiences included airlines, wireless carriers, appliance makers, health insurance providers, insurance providers generally, Internet service providers and hotels.

Comments on this Article
Print Friendly Version
Email to a Friend
Add MacNN to Your RSS Feeds
Buy from the Apple Store


Related Stories:

Today's MacNN Stories:

  • Giveaway: Trick or Treat! Win a set of A-Audio: Elite HD Earphones - 8:56 PM EST
  • Samsung seeking to break patent deal with Microsoft over Nokia buy - 8:09 PM EST
  • Hands On: Surgeon Simulator (iOS) - 7:10 PM EST
  • FCC head considering 'hybrid' partial Title II oversight of ISPs - 6:10 PM EST
  • Virginia judge rules police can unlock smartphones with fingerprints - 6:06 PM EST
  • Giveaway: Trick or Treat! Win one of 10 "Haunted" app codes! - 5:53 PM EST
  • Giveaway: Trick or Treat! Win a trip to space on Mars One - 5:42 PM EST
  • Giveaway: Win a 808 Audio Hex SL Bluetooth speaker! - 4:40 PM EST
  • Friday Deals: 65-inch LG 4K TV, Steam Halloween sale, more - 4:21 PM EST
  • Giveaway: come trick or treating with MacNN and Electronista all day! - 4:00 PM EST
  • Briefly: Camera+ app for free, Mercury On-the-Go Pro drive 2TB option - 3:50 PM EST
  • Giveaway: Trick or Treat! Win 1 of 2 Marshall cell phone cases! - 3:49 PM EST
  • Trent Reznor 'fully in it' on unannounced Apple/Beats project - 3:41 PM EST
  • Giveaway: Trick or Treat! Win 1 of 13 codes for A Haunted Halloween! - 3:10 PM EST
  • Forums: new Mini mysteries - 2:42 PM EST
  • Apple Deals: refurbished rMBPs from July 2014 - 2:32 PM EST
  • DealNN: Mac Pro, iMac, printers and more - 2:31 PM EST
  • Apple Watch a tougher project than iPhone, says Jonathan Ive - 1:51 PM EST
  • Apple publishes open-source code for OS X Yosemite - 12:18 PM EST
  • Briefly: new Chrome bookmark manager, GrooveMaker 2, DJ Rig updates - 11:58 AM EST
  • Outlook for Mac gets revamp, MS lays out Office for Mac roadmap - 11:07 AM EST
  • New Apple Store to open in Lille, France in November - 10:01 AM EST
  • Apple adds 15-inch 2014 Retina MacBook Pros to refurb store - 2:59 AM EST
  • Giveaway: Trick or Treat! Win a box full of new Mac Pro computers! - 2:37 AM EST
  • Review: Tablo DVR - 2:00 AM EST
  • Hands On: Organ Trail Director's Cut (iOS and Android) - 1:23 AM EST

    Today's iPodNN Stories:
  • Amazon executive blames bad pricing for lacking Fire Phone sales - 1:59 PM EST
  • Spanish government orders Google to pay publishers for news story use - 12:18 PM EST
  • Briefly: Razer Naga Epic Chroma, UK gains 1,000 free Wi-Fi hotspots - 11:03 AM EST
  • Hungarian prime minister backs down from Internet tax proposals - 8:09 AM EST
  • Samsung Galaxy A5, A3 introduced with metal unibody design - 7:02 AM EST
  • No comments posted on this story yet. Please post yours.
    Your Comments
    In order to post comments, you must be a registered member of the MacNN Forums and logged in. Please login with your MacNN Forums username and password.

    MacNN Forums Login:

    MacNN Forums Password:

    Not a member of the MacNN forums? Register now for free.