Mac satisfaction at 80, PC makers note even close
According to one research company, in the world quality and service, only one computer maker managed to earn a “B” and everyone else getting, at best, just passing grades. Thereupon, to everyone who had to the foresight and bought one of Apple’s pricey computers we say, “Congratulations, it’s NOT a PC.”
Forrester Research (free registration required, via Fortune) has surveyed 4,500 people and found that consumers rated Apple an 80 (23rd place overall) with Gateway (64th), HP (72nd) and Compaq (78th), trailing badly just managing passing grades. However, Dell was ranked 93rd and earned failing marks.
“I do think Microsoft’s software has a bit to do with it,” said Bruce D. Temkin, author of the study, adding, “consumers don’t distinguish problems with the operating system from problems with the PC manufacturer.”
Of course, that’s an absurd distinction to make given the simple fact that the vast majority of consumers don’t buy hardware and software separately and even if they had the quality of a personal computer is a totality of its parts, which includes software, service and fit ‘n’ finish.
It’s interesting to note that consumers in Forrester’s survey awarded Apple an 80 (ie a “B-”), whereas 80 percent of those queried by Consumer Reports have consistently said for years that they are highly satisfied with Apple service and rated the Mac make best over all vis a vis material defects, as well. So, why the difference—80 equals a B- versus 80 percent of those surveyed are very satisfied with their Macs—who knows, but whomever’s spinning the data you can count on a headline and that the PC makers ossified skinflints that they are.
“Bottom line,” concludes Temkin, “the Windows ecosystem needs an extreme customer experience makeover.”
So, to all of you who had the foresight to buy Mac, once again, “Congratulations, it’s NOT a PC.”
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April 20th, 2009
could you possibly make your “TECH” blog, less of a Mac-fanboy’s wankpit please? Everyone knows Mac’s are for retards, and PC’s are for people that actually know what they’re doing.
April 20th, 2009
@randygland
This is MAC.blorge.com – what do you expect? Macs aren’t just for people who don’t know what they’re doing. I’m perfectly adept on Windows PCs but still use a Mac – and I don’t just mean I can browse email on a Windows PC, I mean I know Windows PCs very well. I think this article is bigging Apple up a little bit, OSX has its faults, as does Apple, but while the article exaggerates things, Apple are still top of consumer ratings consistently.
Besides, its good that Macs can be for people who don’t know what they’re doing as well as those who do. It gives many people a window into computing that would simply be more difficult with a PC. My grandparents use a Mac after they totally struggled with Windows.
Macs have their uses, just as Windows PCs do. Not everybody who uses Macs is retarded, but the fact they’re more accessible to these ‘retarded’ people as well shows that they’re simpler to use and perhaps Microsoft could learn a lesson. They’re getting better after the Vista shenanigins, but are still worlds behind OSX. The Windows 7 beta takes a few hints off the Leopard interface, which is no bad thing.
April 20th, 2009
Thanks for your insightful thinking and well argued points, randygland. Sure convinced me.
April 21st, 2009
Yeah, clicking on an icon for internet and clicking on one for email is so difficult.
My 73 year old mother-in-law has been using Ubuntu for several years, and I never have to touch it.
Millions of people are using $700 computers everyday with some version of Windows, and doing it successfully.
9 out 10 computers sold aren’t Macs.
““Bottom line,” concludes Temkin, “the Windows ecosystem needs an extreme customer experience makeover.”
Very perceptive and razor sharp logic. I’m sure plans are being slammed together in a panic to shed 90% of their customer base as quickly as possible.
Hate to tell you this, but the huge numerical lead is impossible to justify on price alone.
The stereotype of the BSODed, virus infected, falling apart after 90 days PC is by and large a myth. Toss the besieged and stymied user that has a daily computer experience akin to being pummeled in the crotch with a brick while the boils on their backs are lanced by forcefully swinging table tennis paddles soaked in hot sauce. Walk into any business with large numbers of PCs and you will see 99% typing and clicking away.
Millions of PCs are shipped each month. The people buying them aren’t as stupid as you think they are, and you are definately not as brilliant as the reality distortion field has programmed you to believe.
Of course the notoriously fanatical Mac users are happy. You could no doubt walk into the Milly Cyrus fan club and find the vast majority think she is a phenomenal vocalist. People who chatter excitedly when the Apple Store goes offline while waiting to see what Jobs decides they should have aren’t nonpartisan.
Until Macs start being used for all the functions and uses, including heavy lifting general business tasks, that PCs are used for, under OSX, this stuff is rather meaningless. It’s like being the tallest midget.