iphones Apple customer satisfaction plummets in last 18 months

Apple remains the industry leader in terms of customer service quality, but that may soon change, as customer support satisfaction has been steadily dropping for the company over the past 18 months, according to a report by Vocal Laboratories.

Apple remains the industry leader in terms of customer service quality, but that may soon change, as customer support satisfaction has been steadily dropping for the company over the past 18 months, according to a report by Vocal Laboratories.

 
During the second half of 2011 Apple's support call satisfaction, where customers said they were “very satisfied,” was down to 54 percent, a huge drop from its 73 percent satisfaction in the first half of 2010.
 
This still leaves Apple ahead of the competition, such as HP with 49 percent and Dell with 44 percent, but the gap between them is significantly narrower than it was before, and such a large drop in such a short space of time presents a worrying future for the customer satisfaction rating of the company.
 
iphones Apple customer satisfaction plummets in last 18 months
 
“Despite its significant decline, Apple continues to lead our survey in overall tech support quality,” said Peter Leppik, CEO of Vocal Laboratories. “But where Apple used to be well ahead in nearly every measure of service quality, there are now areas where Apple is tied with, or even behind, its competitors.”
 
In terms of customer complaints, only one percent complained about the language skills of their support technician, compared to 10 percent for HP and eight percent for Dell. Likewise, one percent complained about costs, compared to six percent for the rival companies.
 
Apple has prided itself on a consistently high rating of customer satisfaction, but as competition mounts in many of its dominant sectors, the crown could finally be slipping.