Significantly Higher Percentage of Apple Customers Reported Technical Problems Solved During Call Than HP or Dell
MINNEAPOLIS, Minnesota (June 25, 2009) – Apple beat Dell and HP in customer satisfaction with phone-based technical support, according to the latest study conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted with 1,147 consumers immediately following a support call, 58% of Apple customers reported they were “Very Satisfied” with the call, compared to only 46% of Dell customers and 43% of HP customers.
This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. Results are for the year ending May 31, 2009.
The study found that customers from each company are generally satisfied with hold times, ease of reaching an agent and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved: 53% of Apple customers reported their problem had been resolved on the call, while 45% of Dell customers and only 39% of HP customers reported they were able to resolve their problem on the call.
“Electronics are among the most complicated and expensive products consumers buy, and technical support is an important part of the total package,” said Peter Leppik, CEO of Vocalabs. “This consumer survey reveals that there is a real difference in consumer satisfaction with the support provided by leading providers.”
An Executive Summary can be downloaded by visiting www.Vocalabs.com/Press. The full data set, including survey responses and phone recordings, are available to Vocalabs clients. Contact Vocalabs at firstname.lastname@example.org, 952-941-6580, ext. 206.
Vocalabs' Service Quality Tracker compares the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. Current research covers computer technical support and mobile phone customer service.
Consumers participated in the survey by calling an alternate toll-free phone number to reach a company’s technical support. Immediately after the end of the call, selected consumers are called by a Vocalabs interviewer and complete a survey about the support experience.
Vocal Laboratories Inc. (Vocalabs) helps leading brands improve customer service by collecting timely, actionable feedback about customer service quality. We interview customers immediately after a customer service call, retail store visit or IVR interaction while the memory of the experience is still fresh. Using our powerful hosted survey and reporting platform, clients discover and share insights to improve business decisions. Vocalabs’ award-winning services include live-agent surveys and usability testing for speech and IVR systems. Learn more at www.vocalabs.com.