Microsoft Customer Satisfaction At 78%
Microsoft has been the butt of jokes for years and did itself no favors in this regard when Windows Vista debuted in 2007. That operating system quickly got a reputation for being a sure fire gateway to the Blue Screen of Death (crash).
For most of the 2000s, Microsoft has been the company that many just love to hate. Although the Windows operating system is on more desktop and notebooks computers than any other, it's customer satisfaction rating has always been mediocre. MS was riding high in 2006 when XP won a rating of 73% by the American Costumer Satisfaction Index, but that quickly fell to an all-time low of 69% in 2008 when Vista was the mainstream Microsoft OS.
At the same time, competitors like Apple were scoring in the mid- and high-80s without fail. Apple enjoys a slight advantage since the ACSI considers it a 'hardware maker' and not a software or operating system company. So the comparison is not quite apples to apples.
Why Microsoft is On the Rise
The obvious reason that Microsoft is now riding an upward crest of customer satisfaction is Windows 7. The new operating system is now in its second year of proliferation and gaining market share rapidly - mostly at the expense of older Win versions.
To be fair, Windows 7 is a great operating system and a huge leap forward compared to past Windows offerings. It's faster, has a smaller footprint, and much more reliable than its predecessors.
Customer Happiness Doesn't Necessarily Mean More Sales
One problem MS still faces, however, is the lagging sales figures as a whole. Nearly all of the Redmond company's software sales are dropping off or lackluster. This is mainly due to the heavy cut into portables (Netbooks in particular) that has been taken by Apple's iPad.Continued on the next page