According to a Forrester Research survey released last week, Barnes & Noble is consistently rated "excellent" in customer satisfaction. A survey sample of approximately 4,500 consumers were asked about interactions with a range of companies. Respondents ranked their interactions according to usefulness, ease of use and enjoyability.
The big news in this survey report is the poor showing from the computer industry and ISPs. Apple led the pack in customer satisfaction at 23 out of 113, with some excellent ratings for usability. Apple scored an 80% or a B-, where PC manufacturers such as Compaq, HP and Gateway ended up between 63% and 66% or D. With a poor 58% overall rating, Dell flunked the customer satisfaction survey. Compared to ISPs and cable providers, the computer industry ratings look good. Time Warner Cable, Comcast and Charter Communications ended up at the bottom of the list.
The full Forrester Research report is available here.
The big news in this survey report is the poor showing from the computer industry and ISPs. Apple led the pack in customer satisfaction at 23 out of 113, with some excellent ratings for usability. Apple scored an 80% or a B-, where PC manufacturers such as Compaq, HP and Gateway ended up between 63% and 66% or D. With a poor 58% overall rating, Dell flunked the customer satisfaction survey. Compared to ISPs and cable providers, the computer industry ratings look good. Time Warner Cable, Comcast and Charter Communications ended up at the bottom of the list.
The full Forrester Research report is available here.
Powered by Compendium Blogware
Comments for Barnes & Noble Get Top Customer Satisfaction Scores, Survey Says