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Amazon was rated higher than all other computer and tablet makers for customer experience related to the Kindle for the second year in a row, according to results from the 2016 Temkin Experience Ratings.

The annual survey of customer satisfaction across a range of industries relies on 10,000 customers to evaluate 294 different companies. The Kindle earned a 73-percent favorable rating in the computer and tablet industry. The Nook from Barnes & Noble and Hewlett Packard each tied with a 61-percent rating for second in the field of 12 companies. eMachines and Compaq were at the bottom of the spectrum with a 44-percent rating.

Additional findings in the computer and tablet industry:

  • Overall ratings: Amazon (73 percent), Barnes & Noble (61 percent), Hewlett-Packard (61 percent), Apple (60 percent), Gateway (57 percent), Toshiba (55 percent), Dell (55 percent), Lenovo (55 percent), Acer (53 percent), Sony (50 percent), Compaq (44 percent), and eMachines (44 percent).
  • Barnes & Noble (+1 point) was the only company in the industry to improve its ratings between 2015 and 2016.
  • Sony (-10 points), Apple (-8 points), and Toshiba (-5 points) declined by the most percentage points between 2015 and 2016.

Overall, Amazon placed 28th out of 294 companies across 20 industries. The computer and tablet industry as a whole was rated ninth out of 20 in terms of customer experience.

To generate the ratings, Temkin Group asked consumers to evaluate their recent experiences with a company across three dimensions:

  • Success: Can you do what you want to do?
  • Effort: How easy is it to work with the company?
  • Emotion: How do you feel about the interactions?

Temkin Group then averaged the three scores to produce each company’s Temkin Experience Rating. A score of 70 percent or above is considered “good,” and a score of 80 percent or above is considered “excellent.”

According to Temkin, in this year’s ratings20 percent of companies earned a “good” or “excellent” score, while 44 percent received a “poor” or “very poor” score.

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