News, info, and opinion by Mac users, for Mac users.

December 28, 2007

stores

Apple gives us satisfaction for the holidays

Posted Dec. 28, ’07, 8:44 AM PT by Derik DeLong
Category | Apple » Stores

ForeSee MacNN brings us word of a customer satisfaction survey that, no surpise to any of us, puts Apple at the top. ForeSee results says 79% of consumers were overall satisfied while more specifically, it scored 75% for “Manufacturer Direct” sales and 73% for the physical stores.

Sadly, Apple trailed Amazon which had a 82% satisfaction rating (that’s really impressive). However, when it came to Apple’s more direct competition (HP, Dell, Gateway, and Sony), it’s still king. That’s what really matters.

I’ll admit I’m a little confused by the closing paragraph. It reads “Satisfaction with online experiences, and overall volume of sales, are outpacing those of brick-and-mortar retail locations, with 72-percent of customers saying that they were likely to do most of their shopping online, and 62-percent saying they will get the majority of their shopping done in physical retail locations.” 62 + 72 = 134. How many percent are going to do most of their shopping online and in retail stores? I think they might be confused about the question.


3 Comments

fletcher Author Profile Page said:

I'm always amazed Amazon rates so high in these surveys. In my experience there service is great, until something goes wrong.

I got a bad album from iTunes about a month ago. Two tracks were actually from a different album. Apple simply refunded me the money for the album. I really want the proper tracks, but Apple made it impossible to complain since they gave me my money back. This is good customer service.

In contrast, I ordered something from Amazon and they overcharged me shipping. Rather than simply refunding my shipping I had to harangue them for three or four weeks dealing with a dozen different customer service people. I finally got, not a refund, but some store credit.

One email for a refund is great. Several dozen emails and phone calls for store credit is terrible.

December 28, 2007 9:14 AM
Anonymous said:

Perhaps a percentage of the given market either online or brick and mortar. They are two separate markets with some people using online for research or price check.

December 28, 2007 9:14 AM
WhiteDog Author Profile Page said:

I've had good customer service from Amazon. When some books I ordered disappeared into USPS limbo, they sent my order again, no hassles. Like with most businesses, some people have good experiences and others don't. That's certainly the case with Apple. The purpose of these ratings is not to say that anyone is perfect. They merely provide us with an idea how good - or bad - service is in general. As the saying goes, your mileage may vary.

December 28, 2007 10:58 PM

Leave a comment

 



Visit other IDG sites: