Customers appear to be souring on the Apple online retail experience for the first in four years according to a new survey by ForeSee.
Customers who took the survey feel Apple’s online store has become increasingly difficult to navigate and they feel expanded product lineup is to blame according to Foresee president Larry Freed. Last year Apple scored an overall satisfaction score of 80 this year compared to their score of 83 last year.
The three-point fall might not seem significant, but last year Apple tied for second place in the survey, and this year they fell out of the top five.
"Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience. Dell, and JCPenney seem to be struggling to find their way, which could make them extremely vulnerable to competitors." - Freed
Source: Reuters [via AppleInsider]