Temkin: Amazon, Barnes & Noble, HP beat Apple in computer/tablet consumer experience (say what!?)

Proving that 99% of all statistics are made up, the Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers. However, according to the J.D. Power Tablet Satisfaction Study for 2016 Volume 1 concerning the US market, Apple is still topping the charts in tablet satisfaction with the iPad,

But back to the Temkin report: Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd. At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th.

Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in ninth place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%.

The ratings of all computer and tablet makers in the 2016 Temkin Experience Ratings are as follows: Amazon (73%), Barnes & Noble (61%), Hewlett-Packard (61%), Apple (60%), Gateway (57%), Toshiba (55%), Dell (55%), Lenovo (55%), Acer (53%), Sony (50%), Compaq (44%), and eMachines (44%). Apple was down eight points from 2015.

To generate these ratings, the Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

J.D. Power’s 2016 U.S. Tablet Satisfaction Study Volume 1 is based on experiences evaluated by 3,485 tablet owners who have owned their current device for less than one year. The study was fielded between September 2015 and February 2016. According to that study, Apple ranks highest in overall satisfaction; performance is higher than the segment average in all factors except with cost.

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