Samsung, Microsoft, and Sony Better Apple in Customer-Experience Survey [Chart]

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Posted January 22, 2014 at 2:28am by iClarified

Samsung, Microsoft, and Sony scored higher than Apple in the latest Forrester customer-experience study, reports the WSJ.

This is the third year that Forrester conducted the survey and the first time Apple has fallen behind any of those companies. The report analyzed surveys from 7,500 U.S. consumers that were asked the following questions.

1. How enjoyable were they to do business with?
2. How easy were they to do business with?
3. How effective were they at meeting your needs?

The WSJ notes that ratings for companies are divided into different categories depending on how they interact with the customer. Distinctions are made for companies selling their own products or third party products.

Amazon scored the highest amongst 17 consumer electronics manufactures with a score of 91. Sony came in second with 83 and Microsoft and Samsung tied at 82. Apple came in at 81 which is considered 'good'.

What has your customer experience been with Apple of late? Do you think the company has been surpassed by its competitors?

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Samsung, Microsoft, and Sony Better Apple in Customer-Experience Survey [Chart]

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Adam - January 23, 2014 at 5:55pm

No one gives better service than apple, walked into an apple store my iPhone 5 call dropped a few times they replaced it with a brand new one and i know a lot of my friends they all had same customer service. Can't say the same for Samsung customer service was so bad i sold the phone to buy iPhone again.

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gamerscul9870 - January 23, 2014 at 8:58pm

Burn, samsung.

Ankos - January 23, 2014 at 10:47pm

Yet they lost in survey

gamerscul9870 - January 23, 2014 at 10:56pm

Doesn't affect them, just shows how happy people are when buying and replacing, even if it's products not from them online.

AppleGuy299 - January 23, 2014 at 2:51am

Apple should be above amazon

gamerscul9870 - January 23, 2014 at 3:16am

Spamazon is popular just because it's the same like eBay. You have a point, how can Apple be that low if products from them are always popular?

Coolflex - January 22, 2014 at 11:59pm

Nah, this report is absolutely false. We all know that The Apple Store "HANDS DOWN" has the best customer service!! Who can say that they've been to Microsoft, Samsung or Sony store and was given new replacement products for free whether defective or not. Even if Apple CS was falling, they still beat all 3 hands down!! LOL! This is a joke, really!!

gamerscul9870 - January 23, 2014 at 12:20am

Exactly, AppleCare, seriously, what do others have?

Murat K. - January 22, 2014 at 10:30pm

I wonder how much Forrester was paid for this...

gamerscul9870 - January 22, 2014 at 10:50pm

The only reason they have amazon THAT high is because they work like eBay just to take sold items or sell more stuff than what they make.

gamerscul9870 - January 22, 2014 at 12:11pm

This is why we need apple stores in every corner of the u.s. so we don't deal with calling.

Tim - January 22, 2014 at 11:18am

I am inclined to agree with the survey: got a new iPhone 5S (worth more than £700) - the engraving on the back is defective and unreadable, done twice with offset. Had to replace the phone and also noticed the new one has different screen contrast. No many inconsistencies for the £700 price tag is not good (not mention the wasted time).

Ankos - January 22, 2014 at 9:51pm

Tell me about it. I had to visit apple store and get replacements 6 times with 2012 macbook proand 18 times with iPad3. Mostly due to screen failures such as light leaks, dead pixels, yellow/pink tinting, etcetc. Their screen quality became disaster once they moved to sharp&lg screens from samsung ones.

gamerscul9870 - January 22, 2014 at 9:52pm

Another reason gorilla glass cracks less than others.

jahmed80 - January 22, 2014 at 8:30am

you gotta be kiding me... only apple is the best of the best customer service...

gamerscul9870 - January 22, 2014 at 12:10pm

To me it looks like they flipped everyone upside-down on the chart.

Obba - January 22, 2014 at 7:33am

No doubt their customer service rating is dropping. Its been going down since long ago. I purchased my iPad3 but it had alot of greyed pixels.(Different than dead pixels but changes anything into grey) So I went to local Apple Store and rep was willing to swap with replacement but only if I sign their agreement form. Which indicates that I cannot get another replacement for the iPads. I called it a bullshit and called the manager(I had friend working at Apple store so i know their employment trainings). Which drew a huge waitings for customers behind me and manager had to apologize 20 times before I go. Im just curious how they even had those agreement papers ready at the store in the first place.

gamerscul9870 - January 22, 2014 at 12:13pm

The agreement papers were out because they're prepared to help, just the way they acted is why.

gamerscul9870 - January 22, 2014 at 3:47am

Are they giving them a chance?

António Júlio Sousa - January 22, 2014 at 3:32am

I started feeling it back when they stopped telling all the truth about problems regarding iCloud (before iTunes Match)... Problems that made you pay twice for a music you've had already purchased and made you ask for each and every refund. I recall stop buying music for almost a month. Then it came the end of the "free lane" or "speed lane" (I don't quite recall the name of it) where we (the customers) could very rapidly ask for help from someone from Apple, without having to go round in the merry-go-round at "Apple's End" trying to categorize our problem just to obtain a generic answer that didn't solve it. They finished the "Express Lane" and now we can only hope to find the right way to an easy and miraculous solution to our problem. And that's not always the case. Bad luck! I guess keeping the "Express Lane" was too expensive. And then there is this standard help desk e-mail answers that make you scream hoping someone at Steve's Apple is able to really ear you and, most of all, solve your problem. Well, I'm an Apple's client since 2006 and I'm keeping 3 unsolved problems in my pocket. So it's no wonder that this is happening.

Wow13 - January 22, 2014 at 2:46am

Well that doesn't really surprise me...