Why Apple's Winning in Tech Support and Satisfaction | Lance Ulanoff | PCMag.com"Some say it's not entirely fair to compare Apple to HP, Dell and Lenovo, but consistent wins in PCMag's Readers' Choice can no longer be ignored.
Tech support is hard. It burdens big companies and brings down even the heartiest of market warriors (Gateway in the '90s, anyone?). These are the thoughts that run through my head every year as I read our annual Readers' Choice Awards (also known as Service and Reliability) report. Year after year, companies like HP, Dell, and Lenovo are, to a certain extent, savaged by their own devoted customers. And like the swallows returning to Capistrano, Apple swoops in annually to collect a passel of prizes.
Some might say that Apple, with its far smaller system market share has an unfair advantage. Perhaps, but the company's customer base is not in the hundreds. Apple has millions of system customers (it sold over 3 million Macs in the first quarter of this year alone). Depending on whom you ask, Windows PCs own anywhere from 89%-to-95% of the systems market. However, unlike the Mac OS PC market, the Windows PC market is split up among at least dozen or so manufacturers. Individually, each one might sell only slightly more PCs on a quarter-by-quarter basis.
Companies like HP, however, also sell other vast numbers of products—like printers and displays. Apple, of course, does too—it has hundreds of millions of iPhone and iPod customers. It also sells routers. In virtually every category, Apple beat the competition when it comes to overall satisfaction. There are those who will say Apple and Steve Jobs' reality distortion field has obviously taken hold. Nobody's customers can be that happy.
But they are.
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1 comment:
I wouldn't describe NerdBoyTV as a "fanboy" of Apple, however, I can say that NerdBoyTV greatly admires Apple's technology, marketing, customer service, and pure "coolness." They've really taken the entire computer industry to a whole, new level. I can appreciate that ;-)
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