Microsoft Outpaces Apple in Customer Satisfaction: Chart of Day
Feb. 1 (Bloomberg) -- Microsoft Corp. got a bigger boost in
customer satisfaction from its latest computer operating system
than rival Apple Inc. did from its most recent upgrade.
The CHART OF THE DAY shows that respondents giving
Microsoft a positive grade for satisfaction rose to 67 percent
in the week after the Oct. 22 release of Windows 7, from 64
percent the day before it went on sale, according to YouGov Plc,
a London-based market-research firm. Microsoft’s satisfaction
rates rose 14 percent through the end of the year.
Apple’s Aug. 28 release of its Snow Leopard software
resulted in a boost of 1 point to 65 percent in the first week.
Through the end of the year, the increase was 6.9 percent.
The percentage of customers satisfied with Microsoft
reached 73 percent on Dec. 31, the highest since YouGov started
surveying in 2007. Microsoft’s reputation is benefiting from the
positively reviewed Windows 7, after some customers held off
personal-computer purchases to avoid the product’s predecessor,
Vista, said Matt Rosoff, an analyst at Kirkland, Washington-
based Directions on Microsoft.
“People are saying, ‘Okay, Microsoft got its mojo back,’”
he said. “People who were thinking about buying a new PC are
more likely to do so now. You’ll see slightly better sales.”
Rosoff said the boost is probably also due to the June release
of Microsoft’s overhauled Bing Internet search engine.
Microsoft’s Windows runs more than 90 percent of the
world’s personal computers. The Windows division, Microsoft’s
most profitable, accounted for about a quarter of the company’s
sales last fiscal year.
“We’re encouraged that we’re delivered a version of
Windows that meets what our customers want: a simpler PC that
fits with their life,” said Tami Reller, a Windows vice
president.
Apple declined to comment, said Bill Evans, a spokesman for
the Cupertino, California-based company.
To contact the reporter on this story:
Dina Bass in Seattle at dbass2@bloomberg.net
Last Updated: February 1, 2010 06:01 EST