Apple Tech Support is Getting Substantially Worse [Study]

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Posted August 2, 2011 at 4:50pm by iClarified

A new study by Vocal Laboratories has found that while Apple remains at the top of tech support ratings, it has seen a substantial slide over the past year.

The report found that Apple had a:
● Nineteen percentage point increase in IVR complaints
• Eleven percentage point drop in ease of reaching an agent
• Fifteen percentage point drop in overall call satisfaction

Interestingly one of the main complaints from tech support customers is that Apple's automated system did not understand them.

Apple's customers are more satisfied with the customer service representative than Dell or HP customers, but much less satisfied with the automated part of the call. Metrics related to the automated part of the call (IVR satisfaction, no IVR problems, ease of reaching an agent) saw the steepest declines over the past year.

Apple's overall satisfaction decreased 10% from last year. HP's has gone up 8% over the last 2 years trending upwards. Dell had the biggest increase in customers likely to repurchase and the biggest increase in customers willing to recommend their computers. However, Apple still dominates all categories.

Read More [via TechCrunch]

Apple Tech Support is Getting Substantially Worse [Study]

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Mes - August 3, 2011 at 1:17am

With a scant variance of maybe 10%, I wouldn't use the word 'dominates" (Apple still dominates all categories). Leads is a far more accurate word. Don't you just hate 'misleading' or 'biased' news? I do. Give me the facts, leave the judgement and analysis to me.

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Crowdpuller - August 2, 2011 at 10:24pm

Increased sales means more complaints. Just cuz there are more calls coming in doesn't mean the tech support is getting worse. Complexity of issues. # of devices per household have increased. =) sometimes things are not as black n white as they seem.

Andrew - August 2, 2011 at 5:04pm

Hmm.. Increase in sales by grandparents who hate automated service by nature. Increased sales by selling to those that had windows and are learning a new way of thinking ie apple lingo. The once tech savvy Linux MAC caller is being diluted by "where's my folder" audience. This will change.