Results from a survey conducted by the University of Michigan were released today. They showed that in the second quarter, customer satisfaction for Dell PCs dropped.
Apple received the best rating according to the survey, which was based on data compiled from the American customer satisfaction Index (ACSI).
Dell, whose stock also recently fell, had the biggest decrease in customer satisfaction, while Hewlett-Packard had the largest increase. Bloomberg News reports:
The University of Michigan polls about 80,000 consumers annually to ask how U.S. companies are faring in terms of customer service, Fornell (head of university’s National Quality Research Center) said.
Apple, maker of the Macintosh PC, kept customer satisfaction at the highest level since 1994, the first year of the survey. Its Mac shipments are at a five-year high. Dell’s customer satisfaction is at the lowest since 1998, based on the index.
The biggest problems that customers have with Dell’s customer service are that they have to wait along time to get the help that they need, and they have trouble with getting the answers to their questions.
I can only assume that Dell is taking a good hard look at its employees in the customer service department, and will try very hard to turn the situation around.
Chris is a staff writer for Murdok. Visit Murdok for the latest ebusiness news.
