Dell Slips in Customer Approval; Yahoo Tops Google
Dell Inc.'s consumer satisfaction dropped in the past year, signaling that a $150 million effort to improve customer service and product quality may have fallen short, a report found.
Dell's score dropped 5 percent to 74 out of 100, putting it near the bottom of the University of Michigan's annual rankings of personal-computer makers. The rating fell back to Dell's 2005 level, after an improvement in 2006. In rankings of online services, meanwhile, Yahoo! Inc. pulled ahead of Google Inc. for the first time since Google was added to the study in 2002.
The report is another setback for Dell, which aims to retake the lead in PCs from Hewlett-Packard Co. Customer complaints and a lack of updated computer designs ate into Dell's consumer sales over the past two years. Company founder Michael Dell returned as chief executive officer in January to bolster sales and rebuild its reputation.