Apple Demolishes Dell In Consumer Report

The Forrester Research produces an annual customer satisfaction survey. And this year when it comes to computers, there is a clear winner [Apple] and a clear loser [Dell].

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Where Apple’s overall score was 80% — some might call that a B minus — Compaq, HP (HPQ), and Gateway ended up in D territory with between 63% and 66%. Dell (DELL) basically flunked with a “poor” 58% rating overall and a “very poor” 47% in enjoyability.

Forrester also ranks products - regardless of service - in a chart. Naturally, those with the highest score rank top. Even though Apple dominated amongst computers, its score of 80% means it has a lower satisfactory rating than many non-computer firms.

That should trouble Apple. In a world increasing with choice, customers often do their own mental surveys where they rank satisfaction in absolute terms not just in relative terms to competitors.

As someone who owns Apple products, I was somewhat shocked by the 80% rating. I would not give Apple 100%, but a 90% is fair and appropriate.

But Apple was nothing to worry about in comparison to Dell. Dell's founder Micheal Dell has made it a habit to arrogantly attack Apple. He should put aside his arrogant rhetoric and concentrate on improving his company.