Menu
Consumers Increasingly dissatisfied with new PCs

Consumers Increasingly dissatisfied with new PCs

A new survey of 1400 recent PC buyers suggests consumers are less than satisfied with the majority of new PCs -- including PCs from Apple.

Are you happy with your recently-purchased computer? If not, you're in good company. Consumer satisfaction with laptops and desktops has been sliding for a couple of years now, and PCs made by Hewlett-Packard are drawing the most ire, according to the latest edition of the University of Michigan's American Consumer Satisfaction Index.

Even Apple, generally a consumer favorite, lost points on the index, though it still maintains a sizable lead over major competitors -- a lead it's held since 2004. Every major brand of Windows PC slipped on the 100-point index. Surprisingly, though, the manufacturers of Windows PCs who have a smaller share of the market, including Samsung, Lenovo and Asus, received slightly better than average scores from consumers.

That last number is probably the key takeaway from the survey. It's easy to overlook some of the less popular brands, but consumers have generally rated the group fairly high since ACSI began its surveys in 1994. That's not to say they're necessarily better machines, but consumers seems to like them.

It's hard to draw any conclusions from HP's poor performance. The data released by ACSI isn't detailed enough to show what HP is doing wrong, but it should raise a yellow caution flag for shoppers. The company's scores have been below the industry average for three years.

The survey covered a lot of ground, asking buyers to rate their satisfaction on 10 separate benchmarks, including design, availability of software and accessories, ability to keep crashes to a minimum, processor speed, graphics and sound performance, and ease of use.

By and large those attributes were rated fairly high, but consumers dinged the industry for the quality of its websites and call centers, which is hardly a surprise.

Personal computers, including desktops, laptops and tablets, slipped just a bit this year, down about 1.3 per cent to a total score of 80. HP, the worst performer in the survey, had an overall score of 74, a drop of eight per cent from last year; Toshiba and Dell, both of which have de-emphasised their consumer businesses, were each off four per cent; Apple slipped three per cent, but still leads the pack with a score of 84; and Acer dropped one per cent, a statistically insignificant change.

Unfortunately, there isn't enough data to break out the individual scores of the smaller brands, but as a group they scored 82, higher than any of the Windows manufacturers and behind only Apple.

ASCI regularly taps a pool of 70,000 consumers to gauge their opinions on a wide variety of products and topics. For this particular survey, ACSI interviewed 1400 consumers who purchased a PC within the last three years.

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags Appleconsumer technologyhardware systemsdesktop pcsUniversity of MichiganLenovolaptopsHewlett-Packard

Featured

Slideshows

Reseller News launches inaugural Hall of Fame lunch

Reseller News launches inaugural Hall of Fame lunch

Reseller News welcomed 2015 and 2016 inductees - Darryl Swann, Dave Rosenberg, Gary Bigwood, Keith Watson, Mike Hill and Scott Green - to the inaugural Reseller News Hall of Fame lunch, held at the French Cafe in Auckland. The inductees discussed how the channel can collectively work together to benefit New Zealand, the Kiwi skills shortage and the future of the industry. Photos by Maria Stefina.

Reseller News launches inaugural Hall of Fame lunch
Educating from the epicentre - Why distributors are the pulse checkers of the channel

Educating from the epicentre - Why distributors are the pulse checkers of the channel

​As the channel changes and industry voices deepen, the need for clarity and insight heightens. Market misconceptions talk of an “under pressure” distribution space, with competitors in that fateful “race for relevance” across New Zealand. Amidst the cliched assumptions however, distribution is once again showing its strength, as a force to be listened to, rather than questioned. Traditionally, the role was born out of a need for vendors and resellers to find one another, acting as a bridge between the testing lab and the marketplace. Yet despite new technologies and business approaches shaking the channel to its very core, distributors remain tied to the epicentre - providing the voice of reason amidst a seismic industry shift. In looking across both sides of the vendor and partner fences, the middle concept of the three-tier chain remains centrally placed to understand the metrics of two differing worlds, as the continual pulse checkers of the local channel. This exclusive Reseller News Roundtable, in association with Dicker Data and rhipe, examined the pivotal role of distribution in understanding the health of the channel, educating from the epicentre as the market transforms at a rapid rate.

Educating from the epicentre - Why distributors are the pulse checkers of the channel
Kiwi channel reunites as After Hours kicks off 2017

Kiwi channel reunites as After Hours kicks off 2017

After Hours made a welcome return to the channel social calendar last night, with a bumper crowd of distributors, vendors and resellers descending on The Jefferson in Auckland to kickstart 2017. Photos by Maria Stefina.

Kiwi channel reunites as After Hours kicks off 2017
Show Comments