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Apple Ranked #1 in PCs and Tablets in 2018, According to ACSI
By Raquel Guarino
The American Customer Satisfaction index ranked Apple number one in PCs and tablets for the second year in a row. On a scale from 1 to 100, Apple's customer satisfaction score remained stable from 2017 to 2018, graded an 83 out of 100 for both years. Trailing just behind Apple is Samsung with a score of 82, ranking second for both years. Amazon tied for second place as well, gaining three points from the year before.
Researchers say that the demand for Apple tablets and PCs is growing, with Apple showing a 1.7% bump in sales in the second quarter of 2018. According to the ACSI, the company is still viewed positively in spite of how many personal computer users feel about the industry overall. The ACSI says customers have an increasingly pessimistic view of the PC industry: overall perception of PC design has dropped 1% and increased system crashes have caused customers to lose faith in PC reliability.
In addition, it appears that across the PC industry, customer service is struggling. The ACSI says overall website satisfaction is down 5% since last year. Call centers saw a whopping 14% decrease in customer satisfaction as well. Experts aren't completely sure why, but they believe decreased customer support staffing and longer wait times could be to blame.
One way the PC industry can combat these negative outcomes is by prioritizing customer support. We suggest an omni-channel solution such as the one provided by Help.com. With integrated live chat, help desk, and a knowledgebase, businesses can easily organize their customer interactions, foster stronger relationships, and increase conversions.