customer satisfaction with ce products
DESCRIPTION
We decided to compare multiple categories of Consumer Electronics products in terms of customer satisfaction. We used our Opinion Miner software to analyze 167,473 customer reviews about 792 products in 5 categories and to measure difference between their expectation and their experience with these products on 2 point scale (from unacceptable=0, to delightful=2). Diamond represents category average CSI (Customer Satisfaction Index) Green part of a box represents 25% Percentile Whiskers represent outliers.TRANSCRIPT
The laptops is the only CE category of products that consistently exceed their customers’ expectations.
We analyzed 167,473 customer reviews about 792 products in 5 CE product categories to measure difference between customer expectations and their experiences with product they have purchased.
The analysis revealed that Laptops manufacturers earned the highest level of customer satisfaction (Mean=1.38) and provide it more consistently as illustrated by compact perimeter of the grey box with the bottom above satisfaction line (1).
Relatively poor and inconsistent customer experiences reported for Tablets and E-Book Readers are not very surprising considering that these categories of products are relatively new entrants to the market. However wide spread of ratings for MP3 Players is unexpected and perhaps deserves further investigation into root causes.0
0.5
1
1.5
2
2.5
Laptops Mobile Tablets E-Readers MP3 Players
For detailed information about scores for specific models, visit www.amplifiedanalytics.com or contact us directly.