updated 01:28 pm EST, Tue January 21, 2014
Amazon leads pack
For the first time, Apple has fallen behind Samsung, Microsoft, and Sony in an annual Forrester Research survey of customer satisfaction. The firm polled 7,500 Americans, asking them how enjoyable it was to do business with a company, how easy it was, and how effective the company was at meeting needs. Amazon led the consumer electronics category, picking up a score of 91 for its Kindle devices.
Sony placed second at 83, while Microsoft and Samsung tied at 82. Apple was close behind at 81, but in the past years Forrester has had a consumer electronics category, Apple was used to occupying second place. Sony has advanced considerably, jumping 10 points since 2012. Microsoft's score is a bound-back from a dip to 74 in 2013.
Apple's score is actually slightly higher than it was in 2012 or 2013, but didn't grow fast enough to beat out rivals. Much of Apple's success has been credited to its customer service, particularly at Apple Stores.