Apple and HP have been rated best for customer experience in a study of 10,000 consumers in the United States carried out by Temkin Group. Apple took the top spot in the computer sector with a rating of 64%, while HP took second place with a rating of 62%.
At the other end of the spectrum sat Sony and Lenovo, which were the lowest-rated computer makers.
“Customer experience in the computer industry continues to improve as HP and other PC makers narrow the gap with Apple,” said Bruce Temkin, managing partner of the Temkin Group.
Temkin’s annual Experience Ratings study looks at three areas of customer experience: function, accessibility, and emotion. The first establishes whether customers can do what they want to do with their device, which the second looks at how easy it is to do it. The third covers how the customer feels about their interactions.
Apple is the highest-rated computer maker — though the company is ranked 134th across all industries — with a 64% rating. That’s one percentage point lower than the rating it received in 2012, but it maintains the company’s spot in first place. Apple led the industry in the accessibility and emotion categories.
HP received a 62% rating, which is three percentage points more than it received last year, to secure second place. Dell showed the largest improvement, however, with an increase of six percentage points which took it into third place.
At the other end of the table sit Sony and Lenovo, which both saw ratings of 54%. The pair also lost the same number of percentage points: 5.6.
Source: Temkin
