Windows 7 helps Microsoft hit record customer satisfaction score

Network World ^ | May 18, 2010 | Jon Brodkin

[SmokingJoe]

Windows 7 has fueled a surge of goodwill toward Microsoft, with the company's customer satisfaction ratings reaching a record high in Q1, according to a new American Customer Satisfaction Index survey.

Microsoft's reputation among customers plunged after it released the widely criticized Windows Vista, but Windows 7 helped Microsoft achieve an increase of nearly 9% in its customer satisfaction score between 2009 and 2010.

When Vista was released in 2007, "customer satisfaction plunged 4% to an ACSI score of 70, well below the industry average, where it remained for the next three years," University of Michigan business professor Claes Fornell writes in analysis of the new ACSI numbers.

But when Windows 7 was introduced in October 2009, the software reached 4% market share within just three weeks, whereas it took Vista seven months to reach that milestone.

As a result, Microsoft's customer satisfaction score rose from 70 to 76 in 2010, an 8.6% increase.

"By March 2010, more than 90 million Windows 7 licenses had been sold," Fornell writes. "Microsoft has achieved high volume sales from a big boost in customer satisfaction -- its ACSI score is Microsoft's highest ever."

Although the computer software industry has hundreds of companies, Microsoft is the only one large enough to be included as a stand-alone entity in the ACSI rankings, which otherwise rates the software industry on an aggregate basis.

Microsoft's score of 76 is based on a 100-point scale, and is virtually identical to the national score of 75.9, which takes into account all major industries including cable TV, phone service, healthcare and energy. Microsoft's 2010 improvement also brings the company in line with the rest of the software industry, which achieved an aggregate rating of 76

[dangerdoc]

If I can’t put it in my pocket and go, I’m better off with with a laptop.

[antiRepublicrat]

Let Win 7 usage hit say, even 25%, and lets see if Apple can be ahead of Microsoft, with that 84% ratings shall we?

I don't know if you've noticed, but Microsoft's current score is mostly a recovery from the Vista disaster.

[antiRepublicrat]

Apple is excellent until you find something it just won’t do.

I had that problem with Firefox not working with many sites. I just stopped using those sites. If they don't want to work with standards-compliant browsers, then screw'em.

I understand you have fewer options with your work, but that's why that have VMWare Fusion, for those rare cases where you still need Windows. Even when running Windows I've kept systems with older versions running just to handle software that wouldn't work under the newer Windows.

[Knitting A Conundrum]

I have it on a new, cheapo laptop, and it works like a dream...I haven’t pushed its limits yet, but it seems fast and stable.

[SmokingJoe]

I don't know if you've noticed, but Microsoft's current score is mostly a recovery from the Vista disaster.

Microsoft's score has shot up by 8.6%, after Win 7 has taken only 11% of the market, with 63% of users still on XP, and another 15% on Vista. Let's just say Win 7 captures even 10 of that 15% Vista the next 12 month, then we are talking about another big jump in Microsoft's ratings here. We haven't even mentioned the 63% XP market share yet which will start migrating to Win 7. Win 7 is vastly, superior to XP in any way you care to mention.
Microsoft's ratings will inevitably shoot up over the next year and the year after that. In a year's time, Microsoft may very well have overtaken Apple in the ratings. After all, win 7 has only been out 8 months, and there is still 50% more Vista's then Win 7's out there.

[antiRepublicrat]

think Apple had better start worrying about the new Google Android tablet computers that re coming out starting next month

Yeah, they revved up those copiers really fast for this one.

plus Win 7 laptops are cheaper then the iPads, and have far more features and bigger screens, and run vastly more apps.

And they're generally much bigger and heavier with less battery life. A fairly slim Inspiron 1440 is still over three times the size and weight of an iPad while having half the battery life. You pay extra for small with good battery life, even within the Windows notebook market.

[SmokingJoe]

Yeah, they revved up those copiers really fast for this one

Some of those Android tablets have been floating around the internet before the iPad was launched.
Plus HP and Microsoft have been displaying their own upcoming tablets since last year.
No bleeding copiers here, mate.

“And they're generally much bigger and heavier with less battery life. ‘

Not the netbooks.

[Cicero]

I never do upgrades, at least not since I upgraded Windows 3.0 to 3.1. Better to wait until you buy a new computer with the new operating system.

[jazminerose]

Excuses to buy new computer—always welcomed!

[antiRepublicrat]

Some of those Android tablets have been floating around the internet before the iPad was launched.

But after the iPad leaks.

Plus HP and Microsoft have been displaying their own upcoming tablets since last year.

Both projects canceled after the iPad announcement. I guess they realized they were going the wrong direction.

Not the netbooks.

Name a netbook with approximately the same size screen as an iPad that is an equivalent size and weight to the iPad, with similar battery life.

Let's take the popular Acer Inspire One. With a 10" screen, it's over twice the size, and twice the weight if you want six hours of battery life (a bit over half the iPod's stated battery life, about half the battery life users have been experiencing). And you won't even get a true 24-bit color screen, just cheap 18-bit color.

[dangerdoc]

I always want to buy a new computer before I need to buy a new computer.

[dangerdoc]

http://promos.asus.com/US/EeePC_1005PR/ASUS_1005PR.html

[SmokingJoe]

But after the iPad leaks.

Their leaks were there before iPad leaks.
Furtheurmore, tablets have been around for over 10 years. They are not exactly new.
Furthermore, Microsoft’s Courier tablet leaked onto the internet, long before the iPad did. Same with HP’s.

“Both projects canceled after the iPad announcement. I guess they realized they were going the wrong direction.”,/i>

Nope.
HP suspended their tablet after they took over Palm. Obviously, they want to switch from the Win 7 based tablet they shwoed before, to a Plam WebOS based one, which would make sense, since they now own Palm.
As far as Microsoft is concerned, watch this space.

“Name a netbook with approximately the same size screen as an iPad that is an equivalent size and weight to the iPad, with similar battery life. “

I can name plenty of netbooks with better screens, better features, and lower prices, and better capabilities than the iPad, with long batterry lives and pretty light in the weight department as well.

“Let's take the popular Acer Inspire One. With a 10” screen, it's over twice the size, and twice the weight if you want six hours of battery life (a bit over half the iPod’s stated battery life, about half the battery life users have been experiencing). “

The MSI Wind U115 Netbook (25 Hour Laptop Battery Life), says “Hello!". It kinda blows your 12 hour battery life for the iPad out of the water don't it?
http://www.geekwithlaptop.com/25-hour-laptop-battery-life-for-the-msi-wind-u115-netbook

[Durus]

There were tablet PC’s before Ipad, heck Apple had even released a tablet prior to this (Anyone else remember the modbook?). Apple is becoming like Harley-Davidson. Very popular with a certain crowd, mechanically and technically behind the curve, but marketed and packaged superbly.

[quesera]

Apple is excellent until you find something it just won’t do. When you hit that wall, it is very frustrating. My wife is a Microsoft hater but uses a Win7 netbook because her Mac simply will not attach documents to her school’s extended learning network. Mac genius, school IT dept and I never found a solution.

What the apple won't do today they will do in the future and probably better than windows. I can't help it but I do see a tremendous potential for apple with the ipad. Microsoft is still king but they need an ipaq killer, and I mean now!

Anyway Father's day is coming and I hope to get an ipad. I just can't justify it as business purchase, ....yet.

[Durus]

You keep saying ipaq. The Ipaq was a hand held PC released by HP years ago. The Ipad is Apples (latest) tablet.

[dangerdoc]

Well it’s been three years but now you can finally sync an iPhone wirelessly.

http://www.engadget.com/2010/05/17/wi-fi-sync-for-iphone-video-hands-on-it-works/

[antiRepublicrat]

In a year's time, Microsoft may very well have overtaken Apple in the ratings.

Not going to happen, but see me in a year. To do that, Microsoft really needs to do two things: Separate itself from the OEMs that color consumer perception of Microsoft, and stop using tech support from India whose operators have a hair-trigger for saying "reinstall" (Apple tech support is is done by Americans, and is actually helpful).

Apple's business model is really what keeps others from approaching its level. With complete control of hardware and software, Apple has a far better chance of making things just work. That is good for consumer perception of the company.

[dangerdoc]

I can personally vouch for Apple support. They have treated us very well when we had problems. They even replaced our laptop battery last month without batting an eye after we had used it for more than a year. Kudos given where they are due.

[quesera]

I think Apple had better start worrying about the new Google Android tablet computers that re coming out starting next month, to take on the iPad. As for the iPad, taking out Windows 7 laptops and desktops, not gonna happen. They serve different markets, plus Win 7 laptops are cheaper then the iPads, and have far more features and bigger screens, and run vastly more apps.

The desktop is currently on its death bed, why? Because of laptops getting more powerful and much lighter. I take my laptop almost everywhere and rarely use the desktop at home. At work it's mostly the desktop but I have been thinking seriously about putting it aside and use the laptop instead.

I think the ipad in time and after a few revisions may do the same thing to laptops. Let's wait a few years and see what happens but the ipad is definitely setting up a trend.