Customer satisfaction across three durable goods industries stalled in 2011, with the majority of companies staying almost exactly where they were in 2010, according to a recent report by the American Customer Satisfaction Index (ACSI). The report covers customer satisfaction with personal computers, major appliances, and electronics, which includes televisions and Blu-ray Disc (BD)/DVD players.

Apple sets a high bar

One year after climbing 4 percent to a record-high score of 78 on ACSI’s 0-to-100-point scale, customer satisfaction with personal computers flattened out. The industry itself is in a state of rapid change, with technology advances accelerating amid shifts in consumer preference. As the demand for traditional desktop PCs weakens, the tablet computer market is skyrocketing—led by Apple’s iPad. Apple’s record of customer satisfaction preeminence in the personal computer industry continued unabated in 2011, as the company added another point to its already exceptional score. At 87 (+1%), Apple outdistances its nearest competitor by nine points.

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