Apple Edges Samsung to Top U.S. PC Customer Satisfaction Survey for 13th Consecutive Year

mac-familyThe American Customer Satisfaction Index (ACSI) today released its latest results on U.S. consumer satisfaction in the personal computer industry, including tablets, with Apple narrowly topping the charts for the thirteenth consecutive year.

Apple maintained its year-ago score of 84 out of 100 in the survey, consisting of interviews with 3,500 customers chosen at random and contacted via email in June to share their experiences with recently purchased products like Macs and iPads.

Samsung, in its second year of ACSI tracking, trailed just one point behind Apple with a score of 83 out of 100, a 6.4% rise compared to its 2015 score.

asci-2016

Much like the smartphone category, the personal computer industry has become a race between Apple and Samsung for both market share and customer satisfaction. Apple and Samsung dominate market share in the tablet category, but the two companies take divergent views on the future of tablets. Apple continues to add laptop-like functionality to iPads, while Samsung sees tablets as additional devices for entertainment and browsing that complement—but not replace—laptops.

Amazon, which manufactures affordable Kindle tablets but not traditional PCs, finished third in customer satisfaction with an 80 out of 100 score, while PC makers Acer, ASUS, Dell, HP, Lenovo, and Toshiba rounded off the list with scores between 73 and 78. ACSI's scores are calculated using its so-called cause-and-effect econometric model, which it says is based upon survey-measured inputs of customer expectations, perceptions of quality, and perceptions of value.

While Apple's customer satisfaction remains characteristically strong, many customers are getting impatient with the current state of the Mac lineup. Beyond the 12-inch MacBook, our own Buyer's Guide lists all Mac models as Don't Buy due to the lack of updates in several hundreds of days. iMac: 350 days. MacBook Pro: 497 days. MacBook Air: 568 days. Mac mini: 712 days. Mac Pro: 1,013 days. The latest word is that new MacBook Pro and MacBook Air models with USB-C could launch as soon as October.

Tags: ACSI, Samsung

Popular Stories

Apple One Apps Feature 2

Apple One's Best Plan Now Includes Two More Perks For Free

Monday March 10, 2025 6:40 am PDT by
Apple One allows you to subscribe to up to six Apple services for one discounted monthly price. There are three Apple One tiers: Individual, Family, and Premier. Over the last month, the highest-end ‌Apple One‌ Premier plan has gained two additional perks. Here is what Apple One Premier already included, for $37.95 per month:Apple Music Apple TV+ Apple Arcade Apple News+ Apple Fitness+...
iPhone 16 Pro vs iPhone 17 Air Feature

iPhone 17 Air and 17 Pro Max Allegedly Same Size Apart From Thickness

Friday March 7, 2025 2:45 am PST by
Apple's all-new ultra-thin iPhone 17 Air shares the same dimensions as the iPhone 17 Pro Max, with the only difference being in the thickness of the devices, according to the leaker Ice Universe. Posting to their Weibo account, the Chinese leaker today claimed that the iPhone 17 Air and iPhone 17 Pro Max have identical body length, width, screen size, and bezels. "The only difference is the...
2016 12 inch macbook feature

Apple Introduced Its Most Controversial MacBook 10 Years Ago Today

Sunday March 9, 2025 1:00 am PST by
Apple announced the infamous 12-inch Retina MacBook a decade ago today, an experimental new Mac that was as controversial as it was revolutionary. Apple unveiled the 12-inch MacBook on March 9, 2015, at the "Spring Forward" event in San Francisco, California. The event was primarily focused on the Apple Watch, which was being fully detailed ahead of its launch the following month, so the...
Generic iOS 19 Feature Mock Light

iOS 19 Will Bring Biggest Design Overhaul Since iOS 7

Monday March 10, 2025 12:17 pm PDT by
Apple is planning for a major design overhaul of the iPhone, iPad, and Mac interfaces with the introduction of iOS 19, iPadOS 19, and macOS 16 later this year, reports Bloomberg. The update will "fundamentally change" the look of Apple's operating system, introducing a more consistent cross-platform experience. Apple plans to update the style of icons, menus, apps, windows, and system...
iPhone 17 Pro Render Front Page Tech

iPhone 17 Pro Launching Later This Year With These 8 New Features

Tuesday March 4, 2025 3:15 pm PST by
While the iPhone 17 Pro and iPhone 17 Pro Max are not expected to launch until September, there are already plenty of rumors about the devices. iPhone 17 Pro's alleged design via Front Page Tech Below, we recap key changes rumored for the iPhone 17 Pro models as of March 2025: Aluminum frame: iPhone 17 Pro models are rumored to have an aluminum frame, whereas the iPhone 15 Pro and iPhone...
iphone 17 mockups idevicehelp

Video Shows iPhone 17 Mockups Based on 'Internal Documents'

Monday March 10, 2025 4:41 am PDT by
YouTuber iDeviceHelp on Friday posted a video that shows off mockups of Apple's forthcoming iPhone 17 models that are purportedly based on "internal documents." We're sharing the video here since it was made in collaboration with leaker Majin Bu, who last month published similar iPhone 17 renders that were widely corroborated by separate leakers with links to Apple's Chinese supply chain....
iphone 17 pro asherdipps

iPhone 17 Pro Max Said to Be Thicker to Accommodate Larger Battery

Friday March 7, 2025 2:47 am PST by
Apple has increased the thickness of the upcoming iPhone 17 Pro Max compared to the current generation iPhone 16 Pro Max, claims the Chinese leaker known as Ice Universe. Apple is said to have increased the depth of the iPhone 17 Pro Max to 8.725mm, up from 8.25mm on the iPhone 16 Pro Max, which would be a 0.475mm difference in thickness. The increase "surely means a larger battery,"...
Apple MacBook Air hero

New MacBook Air Quietly Fixes This Decades-Long Design Oversight

Friday March 7, 2025 6:58 am PST by
In a move that probably won't make headlines but should delight detail-oriented Mac users everywhere, Apple has quietly corrected a 26-year-old design inconsistency on its keyboards. The Mute key, a staple on Mac keyboards since the PowerBook G3 'Lombard' debuted in 1999, has finally received a logical redesign on the new MacBook Air with M4 chip. As spotted by iCulture, the key now displays ...
Apple Intelligence General Feature

Apple Delays Apple Intelligence Siri Features

Friday March 7, 2025 9:35 am PST by
Apple is delaying some of the Apple Intelligence Siri features that it expected to release in iOS 18, an Apple spokesperson said in a statement to Daring Fireball. Apple says that it is going to take longer than expected to roll out the more personalized Siri experience, and that these features will be rolled out "in the coming year.""Siri helps our users find what they need and get things...

Top Rated Comments

Roobun Avatar
110 months ago
apple makes computers?
Score: 59 Votes (Like | Disagree)
iMi Avatar
110 months ago
Not surprising at all. iMac is by far the best desktop computer on the market, the MacBook is great, and hopefully new MacBook Pros will continue that trend.

I would add a personal anecdote. I will never forget when Apple replaced a two year old notebook because it broke down for the 4th time. They literally called to say "We're sorry. This isn't the kind of experience we want for our customers."

Then they asked if it would be okay to replace this machine with a brand new one - two generations ahead - and I said... Ah, yeah? Yeah, that would be fine. LOL
Score: 25 Votes (Like | Disagree)
chrismail627 Avatar
110 months ago
Pretty impressive how Apple stayed on top even with old hardware. Nevertheless, it really is time to refresh the Mac line. Apple cannot become complacent.
Score: 20 Votes (Like | Disagree)
TMRJIJ Avatar
110 months ago
If they had given us new MacBook Pros, Samsung would be eating their dust right now.
Score: 17 Votes (Like | Disagree)
Nunyabinez Avatar
110 months ago
Except for MR readers.
Score: 15 Votes (Like | Disagree)
garirry Avatar
110 months ago
I really hope that means a wake-up call for Apple. If Samsung has reached this high in user satisfaction, Apple should definitely start focusing more on their Mac lineup if THEY want a high level of user satisfaction.
Score: 13 Votes (Like | Disagree)