Feb
It didn’t used to be just Apple’s hardware and apps that thrashed the competition, Apple’s phone-based customer service was also streets ahead of the rest. However new figures show customer satisfaction has deteriorated, with complaints about wait times and automated responses.
The findings were revealed in a study by Vocalabs, and claim that the last 18 months has seen a steady deterioration in Apple’s tech support services, to the point where they are sinking to lackluster levels found amongst competing companies.
Vocalabs conducted research over the last three-and-a-half years in regard to tech support calls to Dell, HP, and Apple, and Apple was a clear leader in the beginning. Yet towards the end of 2011 satisfaction with Apple’s tech support services fell away sharply, a 20% decline on the number of ‘very satisfied’ customers from a peak of 73% in mid 2010 (compared with a 5% fall for Dell and a 2% decrease in the number of very satisfied callers for HP). Overall the figures bring Apple’s tech support down to within 4% of Dell’s tech-support customer satisfaction levels.
According to Peter Leppik, CEO of Vocalabs:
“Despite its significant decline, Apple continues to lead our survey in overall tech support quality,”
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