Apple top for Customer Satisfaction for the Tenth Year - ACSI

Personal Computers ASCI Rankings 2013

For the tenth year running Apple have been rated top for customer satisfaction in the American Customer Satisfaction Index's personal computers category.

Though facing stiff competition from both low budget and premium competitors, Apple has maintained a leading position.

Why is it that customers feel so content with Apple?

Although product is a key factor, in today's mature PC and tablet marketplace customer satisfaction cannot be attributed to technical capabilities alone.

What Apple gets right is an understanding of what customers value, with a brand that is built around usability, design and meeting consumer needs.

A regularly cited quote from the late Steve Jobs helps explain Apple's approach:

"You‘ve got to start with the customer experience and work back toward the technology - not the other way around."

With technology and supporting services oriented towards customer need, and a focus on a small number of high quality products, Apple has made it easier for consumers to understand and feel loyalty towards their brand.

Written by Martin Calvert on 18 September 2013 at 14:29
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Categories:  Customer Centric Culture

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