Amazon, Barnes & Noble, and Hewlett-Packard Earn Top Customer Experience Ratings for Computers and Tablets
May 25, 2016 Leave a comment
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.
Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd.
At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th.
Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in 9th place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%.
Here are some additional findings from the computer and tablet industry:
- The ratings of all computer and tablet makers in the 2016 Temkin Experience Ratings are as follows: Amazon (73%), Barnes & Noble (61%), Hewlett-Packard (61%), Apple (60%), Gateway (57%), Toshiba (55%), Dell (55%), Lenovo (55%), Acer (53%), Sony (50%), Compaq (44%), and eMachines (44%).
- Barnes & Noble (+1 point) was the only company in this industry to improve its ratings between 2015 and 2016.
- Sony (-10 points), Apple (-8 points), and Toshiba (-5 points) declined by the most percentage-points between 2015 and 2016.