According to the study, which asked 4,500 U.S. consumers to rate the usefulness and enjoyability of products, Dell received a "poor" rating in overall customer experience. The company mustered a "very poor" when it came to the customer's enjoyment using Dell products. HP's experience was rated as "poor," while Apple led the way for computer manufacturers with an overall "good" experience.
Bruce Temkin, the study's author, wrote that while PC manufacturers have some work to do to enhance the consumer's experience, Windows also contributed to the low marks.
"I do think Microsoft's software has a bit to do with it," Temkin wrote. "Consumers don't distinguish problems with the operating system from problems with the PC manufacturer. Bottom line, the Windows ecosystem needs an extreme customer experience makeover."