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Apple falls in customer satisfaction survey
Analytics firm ForeSee says Apple slipped 3 percentage points in a holiday customer satisfaction survey, garnering 80 points, according to AllThingsD. That's still an excellent number. The data comes from a survey of 24,000 customers that was conducted between Thanksgiving and Christmas. The drop is one of the biggest Foresee has seen, and Apple's lowest score in four years. There doesn't seem to be a simple explanation. Apple went through some drama earlier this year when it fired John Browett as head of retail, but it's hard to see how that might have had much of an effect on customers. AllThingsDigital quotes Larry Freed, CEO of ForeSee, as saying, "The luster of Apple is fading a bit, and keeping up with consumer's rising expectations is no easy task." The ForeSee survey measures four things that are believed to add up to customer satisfaction: merchandise appeal, price competitiveness, website functionality and website content. ForeSee adds that website functionality should be a top priority for Apple. Amazon tops the list this holiday season at 88 percent customer satisfaction. JCPenney and Dell also dropped in the ForeSee survey.
Apple #4 in e-tailing survey
This a bit of good news for Apple -- despite the numerous complaints seen day to day against the company, Apple's online store came in fourth in overall customer satisfaction in a recent survey. ForSee Results tracked the shopping experience for 23,400 over the Internet during a two-week period in February. Apple came in behind Netflix, Amazon and Avon. Read the entire report here (registration required). Given the economy and the uncertainty of buying stuff online to begin with (I vastly prefer handling a product in a brick and mortar store before buying it), it's good to find out which companies are easy to work with online. I've also dealt with both Netflix and Amazon and have had nothing buy excellent service, in addition to the few times I've ordered from Apple online. [VIa Fortune/CNNMoney]
