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Apple Widens Lead Over Dell and HP in Customer Satisfaction With Phone-Based Tech Support
Published on:
Apple continues to dominate in customer satisfaction with technical support, widening its lead over Dell and HP, according to the latest study on phone-based customer service quality conducted by Vocalabs. Apple posted an 8 percentage point gain in call satisfaction in 1H 2010 compared to 2H 2009, and a 6 percentage point improvement in agent satisfaction. Apple now leads Dell and HP by more than 20 percentage points on these key service metrics.
HP also posted impressive gains during the first half of the year, improving problem resolution and reducing hold times. Fifty-two percent of HP customers said their problem was resolved on the call, up 8 percentage points from 2H 2009 and 12 percentage points year over year. HP also sustained last year's gains in call and agent satisfaction.
Apple customers remain the most satisfied among those surveyed. In telephone interviews conducted immediately following a tech support call during 1H 2010, 66% of Apple customers said they were "Very Satisfied" with the company overall, compared to 44% of HP customers and 43% of Dell customers.
Methodology
Results discussed here are based on 2,112 interviews conducted between January 2009 and June 2010.
Tags: [apple] [hewlett-packard] [hp] [dell]
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