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Personal Computers

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PERSONAL
COMPUTERS

An industry riddled with availability of alternatives, personal computer manufacturers require data-validated strategies in order to thrive and gain a competitive edge. This is why ACSI talks to a wide array of customers in the PC industry every day to help companies unlock their true potential and grow their market share.

At a glance:

Personal Computers

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2023

  • Companies:

    8 major companies, plus aggregate of smaller manufacturers

Satisfaction Benchmarks by Company

Personal Computers
Company 2022 2023 % CHANGE
Personal Computers 79 80 1%
Apple 82 83 1%
Samsung 81 83 2%
Dell 79 81 3%
HP 78 81 4%
Acer 79 78 -1%
All Others 77 78 1%
Amazon 79 78 -1%
Asus 79 78 -1%
Lenovo 79 78 -1%


Customer Satisfaction by Device Type

Personal Computers
Benchmarks Desktop Laptop Tablet
Design (size, visual appeal) 87 85 80
Availability of software or apps 87 83 79
Graphics and sound quality 87 83 79
Ease of operation (navigation, settings, touchscreen, mouse) 87 82 74
Website satisfaction 87 81 70
Processor speed 86 81 77
Availability of accessories (chargers, adapters, printers, game controllers, headphones, cases, covers) 85 82 77
Ability to keep system crashes to a minimum 85 81 77
Features (operating system, preloaded software or apps, memory, data storage) 84 80 74
Call center satisfaction 84 76 65


Customer Experience Benchmarks Year-Over-Year Industry Trends

Personal Computers
Benchmarks 2022 2023
Design (size, visual appeal) 83 85
Availability of software or apps 81 84
Graphics and sound quality 81 84
Ease of operation (navigation, settings, touchscreen, mouse) 81 83
Availability of accessories (chargers, adapters, printers, game controllers, headphones, cases, covers) 80 82
Processor speed 80 82
Website satisfaction 84 82
Features (operating system, preloaded software or apps, memory, data storage) 79 81
Ability to keep system crashes to a minimum 81 81
Call center satisfaction 83 77


Industry averages are weighted by companies’ market shares.
2023 results based on data collected July 2022 – June 2023

 

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