Personal Computers

The ACSI has over two decades of experience analyzing customer satisfaction with personal computer manufacturers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their desktop, laptop, or tablet computers. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Personal Computer Benchmarks »

Personal Computer Customer Experience Benchmarks

Unique to the PC industry, the ACSI captures customer opinions about critical elements of the user experience, including:

    • Graphics and sound quality
    • Processor speed
    • Amount of system crashes
    • Features (operating system, preloaded software, memory)
    • Ease of operation (navigation, settings, touchscreen, mouse)
    • Software or app availability
    • Accessory availability (chargers, printers, headphones, covers)
    • Design (size, visual appeal)
    • Call center
    • Website

ACSI Household Appliance and Electronics Report 2019-2020 »

The ACSI Client Advantage

Personal computer industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential PC industry data spanning more than two decades, with over 30 data points per year for the largest PC makers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. PC clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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