Apple scores high on customer experience index, iTunes not so much
According to AppleInsider, Apple has scored higher than other PC companies on Forrester's new customer experience survey, but their main software app didn't fare quite as well. Apple came in at number 35 on the list, which places them way above PC competitors like HP, Compaq and Dell, though iTunes only scored place number 46, putting them way behind online media competitors Barnes and Noble (which sat at number one) and Amazon.com (#4).
The survey was driven by asking customers how well their needs were met by the companies on the list, how easy it was to conduct business with them, and how enjoyable the different interactions were. Note that this survey only rates customer interaction -- in terms of actual sales, iTunes is still through the roof. And Apple is still leading the way in customer satisfaction as well. But in terms of actual customer experience, iTunes especially, for something that is quickly becoming Apple's core method of interacting with customers, could probably use a little work.
