According to the latest report from Temkin Group – a leading customer experience research and consulting firm, Apple earned the highest customer experience ratings for computer makers with 67 per cent rating. Hewlett-Parkard came in second with 64 percent.
The 2014 Temkin Experience Ratings is an annual ranking of companies based on a study of 10,000 U.S. consumers. Temkin Group asked consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?),accessible (how easy is it to work with the company?), and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company’s Temkin Experience Rating.
In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent.”
Apple rating of 67%, placed them in 119th position overall out of 268 companies across 19 industries. This is Apple’s fourth straight year as the highest-rated computer maker, and Hewlett-Packard maintained its second-place position from last year, the report said.
“Apple continues to be the customer experience pace-setter in the computer market, but HP has become a very strong contender,” states Bruce Temkin, managing partner of Temkin Group.
Key findings from the computer making industry:
- The ratings of all computer makers in the 2014 Temkin Experience Ratings are as follows: Apple (67%), Hewlett-Packard (64%), Toshiba (61%), Acer (61%),Lenovo (61%), Gateway (59%), Dell (59%), eMachines (59%), Sony (55%), andCompaq (55%).
- Lenovo (+7 points), Apple (+3 points), and eMachines (+3 points) improved their ratings the most between 2013 and 2014.
- Compaq (-4 points) and Dell (-1 point) were the only computer makers whose ratings declined between 2013 and 2014.
- Overall, the computer making industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 1.5 percentage points.