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"There's no doubt about which company wins the customer experience battle among PC manufacturers: Apple. Apple's rating of 80 percent was 14 points higher than that of the next firm on the list, Gateway," notes Forrester Research.
The customer experience index is an average of responses on topics like whether companies meet customer needs and make products that are easy and enjoyable to use. Gateway scored a 66; Hewlett-Packard, a 64; and Compaq (a brand owned by H.P.), a 63 -- scores that Forrester considers â€œpoor." And Dell, with 58 percent, got a "very poor" rating.
The ratings were based on three categories: Useful, Easy to Use, and Enjoyable. Apple dominated in each category, scoring 82 percent (Useful), 86 percent (Easy to Use), and 72 percent (Enjoyable).
According to the New York Times, Bruce Temkin, vice president at Forrester, said the PC industry indeed bombed in the survey, but the low ratings were mostly driven by consumersâ€™ views about Microsoftâ€™s Windows ecosystem.