Survey Finds Satisfaction Dropping With Computing Devices, Not As Much With PCs

By Edward Cardenas

SOUTHFIELD (CBS Detroit) - A new report found customer satisfaction with computing devices dropping, but desktops held their own against other devices.

The report from the American Customer Satisfaction Index found the annual measure of personal computers fell 1.3 percent to an ACSI score of 78 on a 0-100 point scale, while laptops saw the largest drop of 4 percent to 76 while tablets dropped just 1 percent to 80.

Desktops were the only device to experience a gain, 3 percent, to a score of 81.

"The increase in customer satisfaction for PCs could mean two different things," says Claes Fornell, ACSI Chairman and founder, in a release. "Either the product is seen as more attractive now and is poised for a comeback, or it has higher customer satisfaction simply because those who were less than happy with it have moved to other devices. If dissatisfied customers leave and satisfied customers stay, average satisfaction may well go up."

The survey of customer's satisfaction with computing devices was part of the larger ACSI Household Appliance and Electronics Report which had three categories: household appliances; personal computers and televisions and video players.

Although some computing devices dropped, televisions were the highest-scoring category in the Index with a 1.2 percent rise to 86 and household appliances remain stable at 80.

In the computer segment, the report found tablet sales have slowed but still are stronger the laptops. Apple had the highest satisfaction level for computer makers, followed by Dell and Acer.

Whirlpool, which is the market-share leader, had the highest ASCI score among household appliance brands.