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Written by Sarah Szczerbiak - Technical Support
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 As most technologically savvy people already know, Apple portrays itself as a company that makes continual efforts to change, enhances the way that their users interact with their computers, and in the case of the ubiquitous iPod, enjoy their music. In addition, Apple takes great pride in providing a high level of customer service to every user, every time. Whether you're encountering one of their experts at the Genius Bar of a Macintosh store, or via telephone by calling one of their AppleCare representatives, Apple wants to ensure that if you use their products, you can count on their customer service team to provide assistance if and when something goes wrong.
Although most of Apple's current customers are likely already aware of this benefit, the rest of the population will soon be let in on the secret, thanks to a recent study from Forrester Research that was mentioned by the New York Times (http://bits.blogs.nytimes.com/2009/04/17/apple-tops-pc-customer-service-rankings/). 4,500 users were polled, and the results were tallied into what Forrester refers to as the Customer Experience Index. Survey respondents were asked to provide their feedback on everything from whether their needs were met to whether a company's products were enjoyable to use. When compared with companies such as Hewlett Packard and Dell, Apple ultimately led the pack of computer manufacturers overall, scoring an 80%, or "good" rating in the Customer Experience Index. Contrast this with Dell, who scored a 58%, and found themselves in the "very poor" category. [what was HP's score?]
Perhaps the results of this research will show people who are unfamiliar with Apple and their products that, in addition to being a resource for flashy gadgets for playing music and creating movies while enjoying a stable operating system, Apple can also be counted upon for support when problems arise. And, as anyone who's ever needed technical or customer support knows, the ideal outcome is that an issue be resolved quickly and correctly by a courteous representative. If Apple continues to be a technological innovator as well as a company that truly understands the need for a consistent standard of service, their future will remain bright, even in the midst of an ever changing corporate landscape. |
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