April 17, 2009

Customer Experience Index 2008 Snapshot: PC Manufacturers

Apple's Customer Experience Stands Out From The Crowd

This is the seventh document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the five large PC manufacturers in the CxPi: Apple, Compaq, Dell, Gateway, and Hewlett-Packard (HP). The summary: Apple leads and Dell lags.

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