Apple is again top of the satisfaction charts in a key American survey of customers. In 2011, Apple’s score was up one percentage point to 87, nine points ahead of nearest competitor, HP. According to the American Customer Satisfaction Index, Apple’s customer satisfaction dominance has been unassailable over the past eight years.
I believe that the jump in consumer satisfaction is largely down to the existence of so many Apple Stores where customers can walk in and find a friendly ear. The Genius Bar concept is so far ahead of the efforts of other manufacturers, where the retailer is usually the first port of call, that it is hard to see how they could catch. Unless Apple does something monumentally stupid.