Despite all the upheavals in the personal computer industry and the march of Windows across the office landscape, when it comes to computers that command real affection from their users, Apple Computer Inc still triumphantly holds sway according to the latest poll of user satisfication conducted by Agoura Hills, California-based J D Power & Associates. Indeed the Mac was far out in the lead, while, most galling of all, IBM Corp was one of only four companies to generate satisfaction ratings below the industry avearge, which means that one or more of those four must have garnered some very harsh ratings indeed. To save any blushes, Power diplomatically declines to publish the actual ratings on the companies that failed the test. Power surveyed 2,255 personal computer users at more than 1,145 business sites across the US to compile the user-satisfaction ratings, which covered only desktop computers. Apple’s Macintosh was ranked as having the Most Satisfied Personal Computer Users, with an overall satisfaction index of 124. Apple was followed by Dell Computer Corp at 116; CompuAdd Corp at 109; AST Research Inc at 108; Gateway Inc at 107; Hewlett-Packard Co at 106; and Compaq Computer Corp, which just squeezed into the better than average camp with 103. The four manufacturers that failed to make the cut and scored below 100 were Epson America Inc, Everex Systems Inc, IBM Corp and NEC Corp – and don’t read anything into the order – it’s alphabetical. Responses were received on a number of other brands but in insufficient numbers to compile a satisfaction index, Power said. Of the areas contributing most to customer satisfaction, ease of use is the top, making up 45% of the end user’s overall satisfaction. Other factors were capacity, operation, quietness and repair service. The study also turned up evidence that personal-computer users that are involved in the buying decision tend to be more experienced and are more likely to indicate greater satisfaction levels. Those using networked machines were not as highly satisfied – probably because of the additional work and patience required to use networked resources, the survey suggested.
