Microsoft may be having mixed fortunes at the moment but its customers are very satisfied ones. More satisfied, in fact, than ever before.
Microsoft has hit a new high in terms of customer satisfaction, according to the American Customer Satisfaction Index. The ACSI is a survey of American consumers which tracks how satisfied they are with particular companies, services, and products.
The latest results show Microsoft with a new high (since the survey began in 2006) of 78 out of a possible 100. The company has improved every year for the past three years, claiming back a few percentage points at a time.
According to PC World, Director of ACSI, David VanAmburg, said:
Microsoft’s continued improvement over the last three years suggests that we’re out of the Vista phenomenon. Microsoft is just keeping pace with a growing sense of satisfaction in software. Software has generally gotten easier to use over the years, and has had fewer glitches. Gone are the days when software would come out, followed immediately by patches. We don’t see that as much now.
In my opinion VanAmburg is somewhat downplaying the significance of this result. Sure, Microsoft is now running at around the same level as the software market as a whole, with just one point separating them. But Microsoft has fought back from a low point of 69/100 in 2008 to a new high of 78/100 just three years later. Through the same period of time software as a whole stayed pretty consistent.
It’s no coincidence that 2008 was the year of Vista in many ways, when a lot of people will have upgraded to the OS only to be rather disheartened with what they found. The fact that Microsoft in 2011 can boast a much-improved level of customer satisfaction is testament to the success of Windows 7, which has performed much better from day one than its predecessor.
Here’s hoping the trend continues and that Microsoft is celebrating another new high in 2012.