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Apple and Hewlett-Packard Earn Top Customer Experience Ratings for Computer Makers – Temkin Group

Apple and Hewlett-Packard deliver the best customer experience in the computer making industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

Apple took the top spot with a rating of 67%, placing it 119th overall out of 268 companies across 19 industries, while Hewlett-Packard came in a close second with a rating of 64% and an overall ranking of 144th. This is Apple’s fourth straight year as the highest-rated computer maker, and Hewlett-Packard maintained its second-place position from last year. At the other end of the spectrum, Sony and Compaq tied for the lowest-rated computer maker, each with a rating of 55% and overall ranking of 232nd. While Sony was also on the bottom in 2013, this is the lowest ranking that Compaq has ever received.

“Apple continues to be the customer experience pace-setter in the computer market, but HP has become a very strong contender,” comments Bruce Temkin, managing partner of Temkin Group.

Some additional findings from the computer making industry:

• The ratings of all computer makers in the 2014 Temkin Experience Ratings are as follows: Apple (67%), Hewlett-Packard (64%), Toshiba (61%), Acer (61%), Lenovo (61%), Gateway (59%), Dell (59%), eMachines (59%), Sony (55%), and Compaq (55%).

• Lenovo (+7 points), Apple (+3 points), and eMachines (+3 points) improved their ratings the most between 2013 and 2014.

• Compaq (-4 points) and Dell (-1 point) were the only computer makers whose ratings declined between 2013 and 2014.

Overall, the computer making industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 1.5 percentage points.

Now in its fourth year of publication, the 2014 Temkin Experience Ratings examines the quality of the customer experience delivered by 268 organizations across 19 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers, and wireless carriers.

To generate these ratings, Temkin Group asked consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?), accessible (how easy is it to work with the company?), and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent.”

The 2014 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website: http://www.TemkinRatings.com

The free report “2014 Temkin Experience Ratings” is available for download at the Customer Experience Matters blog (ExperienceMatters.wordpress.com) and at the Temkin Group website:
http://www.TemkinGroup.com

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