Budget PC brands see biggest gains in consumer satisfaction
In the 2009 rankings for PC makers, which are set to be released Tuesday, the brands whose rankings saw the most improvement were Compaq and Gateway. Compaq’s score of 74 represented an increase of 5.7 percent, the largest gain among computer makers in the last year, and equaling the highest customer satisfaction ranking for the brand–owned by Hewlett-Packard–since 1996. The Acer-owned Gateway brand also saw an uptick in satisfied customers, attaining a score of 74, a 2.8 percent increase from last year. The study asks 80,000 consumers to rank brands based on expectations of the product, previous experience, and comparison to an ideal version of the product. For PCs, a score of 78 out of 100 is considered good.
“My guess is price has something to do with it,” said Claes Fornell, director of the National Quality Research Center at the University of Michigan, which conducts the study. “(Compaq and Gateway) machines are typically priced somewhat below competition. Other than that things are stalling a bit in the industry, not moving one way or another.”
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