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Microsoft Pri0

Welcome to Microsoft Pri0: That's Microspeak for top priority, and that's the news and observations you'll find here from Seattle Times technology reporter Matt Day.

May 15, 2012 at 10:40 AM

Study: Customer satisfaction with Microsoft software dips

Customer satisfaction with Microsoft software fell this year amid an overall dip in satisfaction with computer software, according to the American Customer Satisfaction Index, which released its annual survey today.

Microsoft’s customer satisfaction score dropped 3.8 percent from a high last year of 78 (out of a possible 100) to 75 this year.

“The lessening of customer satisfaction may prove challenging for Microsoft as sales of its Windows software stall amid a shrinking PC environment and a growing mobile computing market,” the ACSI said.

Overall, customers continue to be more satisfied with computer software compared to other information industries, according to the study, but it too dipped in the customer satisfaction score — down 1.3 percent from 78 last year to 77 this year.

The ACSI, based in Ann Arbor, Mich., surveys thousands of customers annually to measure customer satisfaction. Its May report covered eight industries: cell phones, computer software, fixed-line and wireless telephone service, motion pictures, newspapers, subscription TV service, and TV news.

Customer satisfaction with the cell phone industry dipped 1.3 percent to 74, and satisfaction with wireless services dropped 1.4 percent to 70.

Among cell phone manufacturers, Apple’s iPhone scored 83 in the survey; Nokia, HTC and LG Electronics scored 75; Samsung scored 71 and RIM brought up the rear at 69.

Viewer satisfaction with network and cable TV news programs dropped 3.9 percent to 74. The newspaper industry fared worst, with a 1.5 percent drop in score to 64 this year.

You can read more about the survey here.

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