Apple’s long-running grip on the top spot for computer customer satisfaction has been broken. In the latest American Customer Satisfaction Index report, HP leads the PC category with a score of 83 out of 100, nudging past Apple and Dell, which are tied at 82. The category covers laptops, desktops, and tablets, giving a broad view of how consumers feel about their everyday computing gear.
The index notes that HP’s performance balances perceived quality with value—an equation that can be hard to crack in a market where premium design and rising component costs bump up prices. Apple’s score slipped from its prior level, according to the report, while HP dipped more modestly, enough to keep its nose in front.
How HP edged ahead
ACSI credits HP with pairing solid build quality and features with competitive pricing. That value story shows up in flagship consumer lines like Spectre and Envy, as well as ProBook and EliteBook systems that straddle consumer and business needs. For many buyers, especially outside the ultra-premium tier, consistency across configurations and dependable warranties can matter more than brand cachet.
Another factor: breadth. HP competes from entry-level Chromebooks to gaming rigs and workstation-class laptops, which gives it more chances to meet expectations at multiple price points. That broad portfolio may help lift overall satisfaction even if not every product is a headliner.
Apple slips, but stays near the top
Apple’s score remains strong—and near the front of the pack—but the slide is noteworthy given its historic leadership in customer satisfaction. The index doesn’t pinpoint a single reason. Experts often point to the interplay of value perceptions, service interactions, and post-purchase support as levers that can move satisfaction quickly, especially as prices creep up across the industry.
It’s also a reminder that satisfaction isn’t just about headline performance. Even customers who love their hardware can be frustrated by repairs, replacement timelines, or the hurdles of getting the right help when something goes wrong.
Where rivals landed
Dell is the only major PC maker to improve year over year in the ACSI, rising to 82 from 80. Samsung follows closely at 81, while Lenovo posts 79 and Amazon 78. Asus and Microsoft are tied at 76, and Acer rounds out the list at 75. The tight clustering underscores a competitive field in which small changes in support or pricing can sway consumer sentiment.
The methodology matters here: ACSI’s scores reflect overall customer experiences rather than spec sheets. That favors brands that offer predictable setup, clear documentation, and straightforward warranty service, alongside the performance and design enthusiasts expect.
Support is the weak link—and an opportunity
The lowest-rated part of the computer user experience in the index is call centers, with a score of 78. That gap is striking because live support often defines how a customer remembers a brand, particularly when troubleshooting or returns are involved. ACSI notes that knowledgeable, helpful representatives can lift overall satisfaction and build loyalty.
For PC makers, that’s a clear to-do list: streamline handoffs between chat, phone, and in-store support; empower agents to resolve common issues faster; and ensure parts and repairs don’t derail uptime. The brands that nail this are likely to see scores move more than any single spec bump could achieve.
What the broader index shows
ACSI’s latest release extends beyond PCs to adjacent consumer tech. In televisions, Samsung leads with 83, followed by Hisense and Vizio at 82, LG and TCL at 81, and Sony at 80. Major appliances see Samsung and Whirlpool tied at 82, with LG at 81 and Bosch, Electrolux, and Haier clustered at 80.
Vacuums, assessed for the first time, put Samsung at the top with 82, trailed by Shark at 81; Bissell and Dyson at 80; Roomba at 78; Dirt Devil and Eureka at 77; and Electrolux and Hoover at 76. Across categories, televisions average 82, while computers and household appliances both come in at 81, indicating broadly high satisfaction in consumer tech vs. many service industries.
How ACSI measures satisfaction
The Michigan-based American Customer Satisfaction Index draws on tens of thousands of completed surveys from randomly selected consumers contacted by email. The model evaluates elements such as perceived quality, value, expectations, and complaint handling to benchmark how well brands meet customer needs over time.
What it means for buyers
HP’s rise to the top signals that value and reliability resonate as much as design and raw speed. Apple and Dell remain excellent bets on overall satisfaction, but the gap between leaders is narrow. If you’re shopping, pay close attention to service policies, warranty options, and how a brand supports you after checkout—because that’s where satisfaction is most likely won or lost.