This is the third year that Forrester conducted the survey and the first time Apple has fallen behind any of those companies. The report analyzed surveys from 7,500 U.S. consumers that were asked the following questions.
1. How enjoyable were they to do business with?
2. How easy were they to do business with?
3. How effective were they at meeting your needs?
The WSJ notes that ratings for companies are divided into different categories depending on how they interact with the customer. Distinctions are made for companies selling their own products or third party products.
Amazon scored the highest amongst 17 consumer electronics manufactures with a score of 91. Sony came in second with 83 and Microsoft and Samsung tied at 82. Apple came in at 81 which is considered 'good'.
What has your customer experience been with Apple of late? Do you think the company has been surpassed by its competitors?