May 22, 2010

Windows 7 helps Microsoft hit record customer satisfaction score

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.


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