Apple remains top dog for computer customer satisfaction in 2020

Rene with gold 12-inch MacBook
Rene with gold 12-inch MacBook (Image credit: iMore)

What you need to know

  • Apple prided itself on "customer sat" and the American Customer Satisfaction Index backs that up.
  • Mac and iPad buyers gave Apple an 82% customer satisfaction rating for 2020.
  • Samsung and Acer make up the top three.

Apple is sitting at the top of the pile in terms of computer buyer customer satisfaction, according to a new American Customer Satisfaction Index. The numbers for 2020 have Apple top, just as it was in the same report last year.

With an 82% customer satisfaction rating, Apple saw its figures actually fall from the 83% it managed in 2019. Samsung isn't far away with a figure of 81%, with Acer coming up the rear with 78%. The rest of the big Windows OEM names make up the rest of the list, all with varying degrees of average.

Acsi Computer Customer Sat Graph

Acsi Computer Customer Sat Graph (Image credit: ACSI)

As the ACSI report points out, however, Apple and Samsung are winners in different ways which puts them, ultimately, on a very even footing.

Both Apple and Samsung have shown high and stable customer satisfaction for the past five years—separated by just a point in all but one of those years. Apple continues to beat the field across the entire customer experience, receiving its highest mark for design. Samsung shines when it comes to value, rating best in class among all PC makers.

Apple will be hoping that the 1% fall from 2019's satisfaction figure isn't the start of a slide. With the company launching new Macs with Apple silicon, and the death of the much-maligned scissor-switch keyboard, I'd suggest it'll be just fine in 2021.

Oliver Haslam

Oliver Haslam has written about Apple and the wider technology business for more than a decade with bylines on How-To Geek, PC Mag, iDownloadBlog, and many more. He has also been published in print for Macworld, including cover stories. At iMore, Oliver is involved in daily news coverage and, not being short of opinions, has been known to 'explain' those thoughts in more detail, too. Having grown up using PCs and spending far too much money on graphics card and flashy RAM, Oliver switched to the Mac with a G5 iMac and hasn't looked back. Since then he's seen the growth of the smartphone world, backed by iPhone, and new product categories come and go. Current expertise includes iOS, macOS, streaming services, and pretty much anything that has a battery or plugs into a wall. Oliver also covers mobile gaming for iMore, with Apple Arcade a particular focus. He's been gaming since the Atari 2600 days and still struggles to comprehend the fact he can play console quality titles on his pocket computer.