Customer satisfaction (CSI) with laptop brands This chart displays the results of an analysis conducted using Market Intelligence Reporter© to process 25,419 customer reviews describing experience with 232 laptop computers representing 9 major computer manufacturers. The measurements represent laptop customers' perceived differences between their expectations experiences.
• Given that all manufacturers 2 have a CSI greater than 1, it shows 1.8 that the majority of customers' 1.6 expectations are being met or 1.4 exceeded. 1.2
• All brands have "negative" outliers, but their number is small 1
• Samsung customers consistently 0.8 have a much higher rate of 0.6 satisfaction than any other vendor 0.4 represented. 0.2
• The larger the grey box, the 0 more satisfaction inconsistency Acer Apple Asus HP Lenovo MSI Samsung Sony Toshiba with a manufacturer's product. Acer and Apple customers have very inconsistent experiences.. For detailed information about scores for specific models, visit www.amplifiedanalytics.com or contact us directly.
Laptop Brands Reliability reputation The Reliability Score measures the gap between the customer's expectations of a product's performance and longevity and their actual experience with that product. This chart displays the results of an analysis conducted using Market Intelligence Reporter© to process 25,419 customer reviews describing experience with 232 laptop computers representing 9 major computer manufacturers. The measurements represent laptop customers' perceived differences between their expectations experiences. Sony, HP and Apple appear to 1.4 disappoint their customers with reliability and longevity of their 1.2 laptops. 1 Samsung, MSI and Lenovo 0.8 demonstrate consistent excellence illustrated by high concentration of 0.6 customers whose expectations of Reliability was exceeded by these 0.4 brands. 0.2 Timely defense of the product's reliability reputation helps to 0 reduce downward pricing pressures, Acer Apple Asus HP Lenovo MSI Samsung Sony Toshiba increases in advertising costs per For detailed information about scores for specific models, visit unit, and preserves margins. www.amplifiedanalytics.com or contact us directly.
Laptop Brands Support reputation The Product Support Score measures the delta between the customer's expectations of a product's support against their actual experience. Currently it is an aggregate score that measures performance of a channel, delivery, and technical support organizations combined. 1.2 Lenovo and Samsung lead the pack 1 in consistently exceeding customer expectations of their customer 0.8 support experience. Apple and MSI are meeting their expectations. 0.6 HP and Sony are disappointing a 0.4 large number of their customers. 0.2 .Timely defense of the product support reputation helps to prevent 0 escalation of transactional costs of Acer Apple Asus HP Lenovo MSI Samsung Sony Toshiba returns and repairs For detailed information about scores for specific models, visit www.amplifiedanalytics.com or contact us directly.
Laptop Brands Functionality reputation The Functionality Score measures the gap between customer expectations of a product and their actual experience with it. It is easy to misinterpret low product functionality score as a lack of functions and features. If this truly was the case, customers would simply choose not to buy the product with an inadequate set of functions relative to its cost, unless OEM marketing messages did not raise their expectations. 1.8 All laptop brands exceed customer 1.6 expectations of their functionality, but the 1.4 Samsung is undisputed leader in a margin and consistency. 1.2 1 Sony and HP are the laggards in this category as well. 0.8 0.6 Functionality Score can be used by product 0.4 managers in the process of next generation design to learn which product functions their 0.2 customers treasure and/or despise, AND by 0 product marketers in the effort of extending Acer Apple Asus HP Lenovo MSI Samsung Sony Toshiba the product's life by fine tuning marketing communications. For detailed information about scores for specific models, visit www.amplifiedanalytics.com or contact us directly.
