updated 06:45 pm EDT, Thu June 25, 2009
Apple consumers satisfied
Apple has taken top honors in a consumer-satisfaction survey conducted by Vocal Laboratories. The research firm spoke with 1147 consumers immediately following a support call, with 58 percent of respondents "very satisfied" after calls placed to Apple. Of individuals speaking with Dell representatives, only 46 percent gave the same response. Approximately 43 percent of HP callers were very satisfied.
The gap widens further while comparing dissatisfied customers. While only 18 percent of callers were dissatisfied with their Apple experience, roughly a third of HP and Dell callers gave the companies poor marks. Customers also reported the Apple technicians to be more effective, solving 53 percent of customer's problems. Dell trailed Apple at 45 percent while only 39 percent of HP customers were able to resolve their technical problems.
Customers from each company were generally satisfied with the amount of time they spent on hold, the ease of reaching an agent, and the professionalism of the agent they spoke with.
Apple has received leading ranks in a number of other surveys. Forrester recently placed the company above competitors while comparing ease of use, meeting needs and pleasurable experience. Apple also took the top spot in surveys conducted by ChangeWave and Consumer Reports, while the iPhone has received similar honors in the smartphone market.