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Thread: Customer Experience Survey Indicates that Apple Fell Behind Microsoft, Samsung and Sony

  1. #1
    What's Jailbreak? Akshay Masand's Avatar
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    Default Consumer Experience Survey Indicates that Apple Fell Behind Microsoft, Samsung and Sony

    According to recently released data from a customer experience survey conducted by Forrester Research, Apple slipped behind some of its competitors such as Samsung, Sony and Microsoft. This is the third annual customer experience survey and the first that Apple has fallen behind the rival companies in. It should be noted that the survey measures customer experience, which involves difficult-to-define criteria based on how a customer feels about his or her interaction with a company. Forrester queried 7,500 consumers about their retail and customer support experience and used the responses to assign each company a customer-experience index score. The data revealed the following as part of its results:

    Amazon scored highest among the 17 consumer-electronics manufacturers operating in North America. It was the only manufacturer to garner an “excellent” rating of 91 for Kindle customers.

    Sony came in second with a rating of 83, while Microsoft and Samsung followed one point behind at 82. Apple scored an 81. All three brands rated below Apple in the 2013 survey.
    Although it slipped behind its competition, Apple still improved its score in the 2014 survey and earned a “good” score according to the survey’s criteria. Apple has struggled somewhat with the continually increasing volume of customers visiting its retail stores for sales and support, particularly under the leadership of former retail chief John Browett.

    For those of you who don’t know, Browett was ousted as part of a management restructuring after spending just six months on the job, during which apple’s retail unit saw staff cutbacks and an emphasis on profits erode the customer experience and employee satisfaction. After nearly a year and a half without a retail chief, Apple will see Burberry CEO Angela Ahrendts take the helm in the coming months to oversee both retail and online store operations. We’ll have to see if she is able to turn around Apple’s recent slip in customer experience.

    Source: Forrester Research via The Wall Street Journal

    Twitter: @AkshayMasand

  2. #2
    iPhone? More like MyPhone law111's Avatar
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    Now I don't consider myself a "Apple fanboy" but I do love their products for the beauty in simplicity and their easy to use OS. This I did see coming though, I tried hard to get a job at a local Apple store.. I finally got an interview and yea I lack some in-store customer service, but if it came down to it how hard is it to ******** a fake smile and "Have a great day, sir/ma'am!" -_- It's not even that, they're gaining staff without knowledge of their products and just hiring for their faces/personality. I knew more than anyone at the interview on their products, yet I was not chosen. Every time I have gone to the Apple store in recent months, I ask to myself who the heck is hiring these people.. and why?! ...

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