Apple tops ACSI personal computer satisfaction survey

Mac and iPad users are the most satisfied among computer users, according to a survey, with it pulling ahead of Samsung to be the sole company at the top of the list.

Apple frequently tops the list of satisfaction surveys, with its hardware and software often revered among hardware producers. After reaching a tie with Samsung for the 2023 results, the 2024 edition of the American Customer Satisfaction Index's Household Appliance and Electronics Study puts Apple firmly on top.

The 2024 ACSI results table upgraded Apple's score from 83 in 2023 to 85 in 2024. By contrast, Samsung moved from its 2023 score of 83 down to 82 one year later.

At the same time, HP saw its score change from 81 to 84 over the two periods, bringing it into second place between Apple and Samsung.

Apple's score improvement was led by its notebook and tablet satisfaction levels going up, meaning the iPad and MacBook lines have gotten better over time.

American Customer Satisfaction Index for personal computers by company, showing 2023 and 2024 scores, with percentage changes. Apple, HP, Dell among others listed with corresponding values.

The 2024 ACSI scores for Personal Computers [American Customer Satisfaction Index LLC.]

The average satisfaction measured in the survey grew, from 80 in 2023 to 81 in the 2024 results. The report states that the average improvement was due to increased satisfaction in the tablet category, and that 81 is a record-high average score.

On a per-device basis, desktop computers saw an average score of 84 in the 2023 results go down to 82 in 2024. Meanwhile, both laptop and tablet results saw growth to 81 apiece in 2024, from scores of 80 and 76 respectively in 2023.

Industry satisfaction trends for personal computers reveal that consumers continue to value hardware design, graphics and sound quality, and the availability of software and apps, with each scoring 83 in 2024. The ease of operation and processor speed followed behind with 82, while accessory availability and minimizing system crashes each scored 81 points in 2024.

The results are based on 13,113 completed surveys from consumers picked at random and contacted by email between July 2023 and June 2024. They were asked to evaluate their experiences of recently-purchased products.

In May, the ASCI Wireless Phone Service and Cell Phone Study reported Apple as being joint first place with Samsung on that list, with both companies improving their scores to hit 82 for 2024.