The American Customer Satisfaction Index (ACSI) has released its latest findings on the state of US consumer satisfaction in the areas of cellphone manufacturers and wireless carriers. For the former, there was one runaway winner -- Apple. For the latter, Sprint was able to score a win among a tight field. Overall satisfaction was up an incremental 0.1 percent to a 75.9 score out of a possible 100.
A cross-industry survey done by consumer research firm Vocalabs has found that not only is Apple the most well-regarded provider of customer service in the tech industry, but across several different industries. The firm found Apple with dramatically lower incidences of unhappy clients following a tech support call, particularly in the crucial customer-satisfaction are of call representative language barriers. The survey compared a total of 12 computer, telecom and banking providers.
Although the U.S. economic slowdown has led to a pullback in PC spending by both consumers and corporations, planned purchases of Apple computers remain relatively strong, even in the slower buying environment according to a new study by ChangeWave research. Apple is the leader among consumers who plan to buy a laptop (31 percent) over the next 90 day. Similarly, Apple planned desktop computer purchases (28 percent; down 1 point) are close to record levels. The study also finds that Apple continues to set the standard for customer satisfaction among corporate respondents who use the Leopard operating system – with 53 percent saying they are Very Satisfied with the software. In comparison, Windows XP Pro has a 40 percent Very Satisfied rating and Microsoft Vista Business achieved just 8 percent.
O2 today revealed that the iPhone is its fasting selling device for the UK, noting that the device has helped it achieve 9.5-percent revenue growth during the final quarter for 2007. While O2 did not provide specific sales numbers for the device alone, it said that the iPhone led its strongest quarter on record, adding 483,000 customers and 276,000 contracts to its roster. These latest results are the first to show the effects of the iPhone on the company's UK sales, according to Pocket-lint.co.uk.
Apple's holiday customer satisfaction through its online and brick-and-mortar stores remains high this year, leading both sales categories, while experiencing a slight dip since last year. According to a recent study by ForeSee Results, Apple received a 79-percent overall satisfaction rating out of the top 40 companies in the report, showing no loss or gain from last year's numbers. In terms of of satisfaction by sales channel, Apple netted 75-percent satisfaction in the "Manufacturer Direct" sales and 73-percent with its physical retail locations. These numbers are down 1.3-percent and 1.4-percent from last year, respectively, but were still high enough to earn Apple the top spot on the ForeSee study.
