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:

  • Hands On: 1Password 5.3 (iOS) - 7:53 AM EST
  • Apple opens App Store to all developers for Apple Watch apps - 6:06 PM EST
  • Briefly: Apple Q2 report April 27, Maps Connect expands again - 5:18 PM EST
  • Review: Griffin Twenty - 4:55 PM EST
  • New QuarkXPress 2015 shipping on April 28 - 4:18 PM EST
  • Daily Deals: 960GB SSD, MacBook Pro, Fujifilm camera bundle - 2:12 PM EST
  • Hands On: Pomodoro Time Pro 1.1 (iOS, OS X) - 1:42 PM EST
  • Mac Game Review: Out of the Park '16 16.2.9 - 1:28 PM EST
  • Apple game roundup: RBI Baseball 15, Star Wars Rebels Pinball, more - 1:12 PM EST
  • ITC to investigate Apple over Ericsson LTE patent claims - 12:34 PM EST
  • WhatsApp brings voice calls to Android users now, iOS in coming weeks - 12:24 PM EST
  • Forums: strange Safari behavior, remote App woes and more - 11:31 AM EST
  • Apple deals: bargain Macs for $979 or less - 11:29 AM EST
  • Hands On: Hydra 1.0.2 (iOS) - 9:06 AM EST
  • Looking forward: MacNN, Electronista and new content - 8:44 AM EST
  • Hands On: Lo-Mob v1.8.69 (iOS) - 7:33 AM EST

    Today's iPodNN Stories:
  • Google outs new Chromebooks, upcoming Chromebit HDMI dongle - 4:21 PM EST
  • Charter, Bright House sign $10.4 billion merger agreement - 3:25 PM EST
  • Microsoft unveils Surface 3, exchanges Windows RT for full Windows 8.1 - 10:46 AM EST
  • Briefly: BlackBerry Leap pre-orders begin, LG G4 'Save the Date' - 8:34 AM EST
  • Amazon performing secret drone testing in Canada close to US border - 6:58 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.