A recent assessment of companies in the tech sector based on customer loyalty places Alphabet (Google) at the top of the list. Intel follows closely in second place.
GLOA recent assessment of companies in the tech sector based on customer loyalty places Alphabet (Google) at the top of the list. Intel follows closely in second place. Although Apple ranks third in this customer loyalty assessment, it excels in several areas. For instance, it receives the highest number of support and complaint-related searches among tech companies, averaging 1.2 million searches per month. These rankings are based on various metrics.
Apple boasts the strongest financial performance and the most significant social media presence among tech companies, with the largest number of followers on YouTube, TikTok, and Instagram. In terms of customer loyalty within the Fortune 100, Alphabet (Google) customers are the most loyal, with Intel in second place, ahead of Apple and Microsoft.
The competition for customer loyalty in the technology sector is intense. Established brands like Apple and Google have cultivated dedicated followings and created tightly integrated ecosystems and high-profile events, such as the upcoming iPhone 15 announcement, making it challenging for customers to consider switching.
The Customer Loyalty Index, developed by B2B Marketplace DesignRush, assessed the largest U.S. tech companies among the Fortune 100. Apple secured the third position, with Alphabet (Google) and Intel taking the top two spots.
Customer loyalty is evaluated based on six equally weighted factors: company finances, average rating and volume of reviews, Net Promoter Score (NPS) from reviews, social media followers and engagement, the number of customer service-related Google searches, and YouGov popularity. These metrics help provide insights into why consumers or other businesses are drawn to a particular brand.
As illustrated in the table above, Alphabet leads with a score of 71.9 out of 100. This technology company excels in five key metrics, with its customers ranking as the most loyal within the Fortune 100. It achieved the highest scores in reviews, NPS, social media presence, and YouGov ratings, but its customer service rating was the lowest.
Concerning Alphabet’s performance, Google currently holds an average customer review rating of 3.1 stars, the most positive among all tech companies. Its NPS rating of 23 stands out as the best overall. More than half of its 6,000-plus reviews are rated with five stars. According to YouGov, Google boasts a popularity rating of 73 percent, the highest in this regard. However, Google’s customer service rating falls below the average, with over 335,000 monthly searches related to customer service and support, ranking second in volume behind Apple and the highest in terms of complaint-related searches.
In contrast, Dell Technologies occupies the last position with a score of 43.7. Dell’s placement is primarily due to its low rankings in social media, finances, and customer NPS, with the lowest score for finances and the second-lowest for customer NPS. Dell has one of the lowest counts of social media followers at 3.6 million, and its engagement rating of 0.12 percent is average. Notably, Dell is the only tech company without an official TikTok account. Trustpilot data indicates an average rating of 1.3 stars from over 2,500 reviews, with a negative NPS of -84. Dell’s highest scores are derived from its popularity rating of 65 percent, ranking fourth, and its customer service score, which is the fifth-best among the companies assessed.
