“Apple customers were more satisfied with the outcome of tech-support calls than HP or Dell customers, according to a study from Vocalabs. For this reason, the firm reports, the Apple customers were more likely than Dell or HP customers to buy again from their respective manufacturers,” Michelle Maisto reports for eWeek.
“Apple beat Dell and HP in customer satisfaction ratings based on telephone-based tech support, according to a new study from Vocalabs, which spoke with 1,147 consumers immediately following their support calls,” Maisto reports.
“Of these consumers, 58 percent of Apple customers reported they were “very satisfied” with the call, versus 46 percent of Dell customers and 43 percent of HP customers. Only Apple, Dell and HP customers were included in the survey, which lasted a year and ended May 31, 2009,” Maisto reports.
MacDailyNews Take: Of course, the study is flawed as most Dell and HP customers have never really used a modern Mac and therefore have no idea what “very satisfied” actually means.
Maisto continues, “53 percent of Apple customers reported that their problem had been fix during the call, versus 45 percent of Dell customers and 39 percent of HP customers… 91 percent of customers who stated they were very satisfied, reported they intended to repurchase from the company, versus 34 of those who were dissatisfied with the call intended to purchase again.”
“Regarding overall satisfaction, Apple again came out on top, with 58 percent of respondents saying they were very satisfied, versus 46 percent of Dell customers and 43 percent of HP,” Maisto reports. “More Apple customers were also satisfied with the agent they interacted with, with 74 percent saying they were very satisfied, while 56 percent of Dell customers reported the same and 49 percent of HP customers did. (On the flipside, 7 percent of Apple customers were very dissatisfied with the agent, versus 20 percent of Dell customers and 27 percent of HP customers.)”
More in the full article here.
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