A new study by Vocal Laboratories has found that while Apple remains at the top of tech support ratings, it has seen a substantial slide over the past year.
The report found that Apple had a:
● Nineteen percentage point increase in IVR complaints
• Eleven percentage point drop in ease of reaching an agent
• Fifteen percentage point drop in overall call satisfaction
Interestingly one of the main complaints from tech support customers is that Apple's automated system did not understand them.
Apple's customers are more satisfied with the customer service representative than Dell or HP customers, but much less satisfied with the automated part of the call. Metrics related to the automated part of the call (IVR satisfaction, no IVR problems, ease of reaching an agent) saw the steepest declines over the past year.
Apple's overall satisfaction decreased 10% from last year. HP's has gone up 8% over the last 2 years trending upwards. Dell had the biggest increase in customers likely to repurchase and the biggest increase in customers willing to recommend their computers. However, Apple still dominates all categories.
Read More [via TechCrunch]
The report found that Apple had a:
● Nineteen percentage point increase in IVR complaints
• Eleven percentage point drop in ease of reaching an agent
• Fifteen percentage point drop in overall call satisfaction
Interestingly one of the main complaints from tech support customers is that Apple's automated system did not understand them.
Apple's customers are more satisfied with the customer service representative than Dell or HP customers, but much less satisfied with the automated part of the call. Metrics related to the automated part of the call (IVR satisfaction, no IVR problems, ease of reaching an agent) saw the steepest declines over the past year.
Apple's overall satisfaction decreased 10% from last year. HP's has gone up 8% over the last 2 years trending upwards. Dell had the biggest increase in customers likely to repurchase and the biggest increase in customers willing to recommend their computers. However, Apple still dominates all categories.
Read More [via TechCrunch]