apple news/media reports

04/05/2004, 9:25am, EDT

Monday, April 5th

Apple ranks average for online customer satisfaction

Apple places in the middle of the pack for online customer service in Spring 2004, according to a new report from The Customer Respect Group. With a score of 6.6, Apple places slightly below average (6.8) in the Computer Products & Services sector. The study was conducted by "interviewing a representative sample of the adult Internet population" and measured indicators of simplicity (ease of navigation), privacy (respects customer privacy), attitude (customer-focus of site), transparency (open and honest policies), responsiveness (quick and thorough responses to inquiries) and principles (values and respects customer data).


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osiris
no surprise
0
04/05, 11:01am, EDT
Though Apple makes great products, the online support pages are a bewildering array of useless answers. Heaven forbid if you're searching for something more than a month old, or too technical. Great for newbies with simplistic questions, other than that it takes deep digging for answers.
Professional Poster
Joined Sep 2000
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z10n
Yep
0
04/05, 1:46pm, EDT
Thumbs up to the amount of information at apple's site if you're willing to spend the time looking for it. Likewise helpful is the energetic mac community discussion.

Thumbs down to Apple employee interaction. Answers are stiff and incredibly impersonal. You might as well be talking to a machine. So in other words, the support forums are basically community forums to boost apple.com traffic. They are certainly not for getting answers from real apple employees.
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Joined Oct 2003
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