acsi

Dinged for poor customer service in the past, AT&T has been staging a rebound.

The carrier scored a grade of 69 out of 100 this year in a report out today from the American Customer Satisfaction Index. That proved to be a 5 percent boost from 2011, putting it on par with T-Mobile, which lost 1 percent.

Customer satisfaction was low for both AT&T and T-Mobile last year amid all the merger troubles, but AT&T at least was able to recover.

"AT&T is within striking distance of the industry lead for … Read more

For the eighth year in a row, Apple's Macs have satisfied more customers than any other vendor's PCs.

The American Customer Satisfaction Index (ACSI), which analyzes consumer feelings toward consumer electronics and appliances, among many other products, said today that Apple's Macs received a score of 87 on the index's 100-point scale measuring customer satisfaction regarding computers. The company's satisfaction score is up 1 percentage point compared to last year's tally, and up 18 percentage points from its low in 1998. What's more, Apple's 87 is the highest mark the company has … Read more

Facebook may be one of the most popular Web sites around, but it doesn't seem to be one of the most loved.

The social network scored dead last in a new study out today that tracked customer satisfaction among a variety of Web sites and companies. Produced in partnership with analytics firm ForeSee Results, the 2011 American Customer Satisfaction Index E-Business Report analyzed how users feel about news sites, search engines, and social networks.

Although Facebook's reputation actually grew 3 percent from last year to reach 66 out of 100, the site was at the bottom of the … Read more

Hardware manufacturers liberally take cues from Apple products, so why not its approach to customers?

For the seventh straight year, Apple has topped its competitors in the PC industry in the University of Michigan's American Customer Satisfaction Index (ACSI), achieving a score of 86 out of 100. Its Apple's highest ranking since the annual survey began in 1995.

But the real story is how much further ahead of its peers Apple is in this area: most of the rest of the field (Acer, Dell, HP, and others) is tied with a score of 77, while HP's Compaq … Read more

Who's worst at customer satisfaction--airline companies, your local cable provider, or Facebook? Well, according to a new study from ForeSee Results, all three are in the dumps, scoring poor grades among consumers.

Released Tuesday by ForeSee Results and the American Customer Satisfaction Index, the latest annual ACSI e-business report gave Facebook a score of 64 out of 100, one of the lowest levels of customer satisfaction among all businesses measured and on par with airlines and cable companies.

When asked what they like most about Facebook, those surveyed focused on the same general theme of being connected and staying … Read more

In a poor economy, some budget PC brands are finding its customers happier than ever, according to this year's installment of the American Customer Satisfaction Index, an annual study completed by the University of Michigan each year.

In the 2009 rankings for PC makers, which are set to be released Tuesday, the brands whose rankings saw the most improvement were Compaq and Gateway. Compaq's score of 74 represented an increase of 5.7 percent, the largest gain among computer makers in the last year, and equaling the highest customer satisfaction ranking for the brand--owned by Hewlett-Packard--since 1996. The … Read more

Add the University of Michigan's annual American Customer Satisfaction Index for the e-business sector to the list of surveys that show Google is doing really, really well.

The ACSI, set to be released early Tuesday, puts Google at the top of the heap for customer satisfaction in the big search and portals category. Google's score of 87 out of 100 (based on interviews with 3,000 customers) is one of the highest scores ever recorded by the ACSI.

For the e-business sector as a whole (including search and portals and a second category for news and information sites), … Read more