Dell customer satisfaction levels slip again

Customer satisfaction levels at Dell have fallen again, according to a customer satisfaction survey.

The latest American Customer Satisfaction Index, published by the University of Michigan's National Quality Research Center, surveys satisfaction levels among 70,000 consumers in different industries, including the US personal computer market.

Dell was once the highest-ranked computer business on the index, but it has now dropped to one of the PC industry's lowest scorers, slipping to 74 out of 100. This was down from 78 last year.

The only other lower ranked PC maker is HP's Compaq unit, with a score of 73.

Meanwhile rivals such as Hewlett-Packard saw a one point rise to 76, while Gateway rose two points to 75. Lenovo is not covered in the survey.

And it seems that overall customer satisfaction with the personal computer sector slipped 2 points to a score of 75, down from 77 last year. Apple and Dell contributed equally to the decline, according to the report, having each dropped between four and five points, although Apple still managed to retain top spot with 79.

"Dell's result is not surprising," said Michigan economics professor Claes Fornell in the report's commentary. "A year ago, even though the company's [index] score was up, customer service remained an issue, and we noted that the company would need to take significant steps to reverse this trend."

"However, it appears that any fixes the company may have attempted were short lived," she said. "Dell now resides among the lower echelon of measured PC makers, a solid five points behind Apple, and only one point above the Compaq division of Hewlett-Packard."

Dell did not respond at the time of writing.

The same survey revealed that in the internet portals and search engine sector, Yahoo had replaced Google as the number one portal of choice, for the first time.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Tom Jowitt

Techworld.com
Show Comments

Cool Tech

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?