Register FAQ / Rules Forum Spy Search Today's Posts Mark Forums Read
Go Back   MacRumors Forums > News and Article Discussion > MacRumors.com News Discussion

Reply
 
Thread Tools Search this Thread Display Modes
Old Jan 21, 2014, 10:45 AM   #1
MacRumors
macrumors bot
 
Join Date: Apr 2001
Apple Falls Behind Microsoft, Samsung, and Sony in New Consumer Experience Survey




Apple slipped behind Samsung, Sony and Microsoft in a 2014 customer experience survey from Forrester Research (via The Wall Street Journal). This is the third annual survey, and the first time Apple has fallen behind these rival companies.

The survey measures customer experience, which involves difficult-to-define criteria based on how a customer feels about his or her interaction with a company. Forrester queried 7,500 consumers about their retail and customer support experiences and used the responses to assign each company a customer-experience index score.

Quote:
Amazon scored highest among the 17 consumer-electronics manufacturers operating in North America. It was the only manufacturer to garner an "excellent" rating of 91 for Kindle customers.

Sony came in second with a rating of 83, while Microsoft and Samsung followed one point behind at 82. Apple scored an 81. All three brands rated below Apple in the 2013 survey.
Though it slipped behind the competition, Apple still improved its score in the 2014 survey and earned a "good" score according to the survey's criteria.

Apple has struggled somewhat with the continually increasing volume of customers visiting its retail stores for sales and support, particularly under the leadership of former retail chief John Browett. Browett was ousted as part of a management restructuring after spending just six months on the job, during which Apple's retail unit saw staff cutbacks and an emphasis on profits erode the customer experience and employee satisfaction. After nearly a year and a half without a retail chief, Apple will see Burberry CEO Angela Ahrendts take the helm in the coming months to oversee both retail and online store operations.

Article Link: Apple Falls Behind Microsoft, Samsung, and Sony in New Consumer Experience Survey
MacRumors is offline   1 Reply With Quote
Old Jan 21, 2014, 10:47 AM   #2
840quadra
Moderator
 
840quadra's Avatar
 
Join Date: Feb 2005
Location: Land of Free outdoor Freezers
The lagging supply of new products is honestly killing their image. I can't recall seeing as many complaint threads (across the web not just here) about people waiting for new phones, ipads, and even some newly released computers within the past year.
840quadra is offline   17 Reply With Quote
Old Jan 21, 2014, 10:49 AM   #3
SmileyBlast!
macrumors 6502a
 
SmileyBlast!'s Avatar
 
Join Date: Mar 2011
I wonder if some of this was due to the shaky start that iOS 7 had...
Plus the initial shocked reaction to the new OS.

Still they are very close to the 2nd placers.

Hope this is not a trend.
SmileyBlast! is offline   10 Reply With Quote
Old Jan 21, 2014, 10:49 AM   #4
Sky Blue
Guest
 
Join Date: Jan 2005
They've actually improved from last year, the other companies got better...
Sky Blue is offline   21 Reply With Quote
Old Jan 21, 2014, 10:49 AM   #5
09sroyal
macrumors member
 
Join Date: Oct 2012
Location: The Shire
Quote:
Originally Posted by MacRumors View Post
involves difficult-to-define criteria
Does anyone actually know how this was actually measured then? Aside from Amazon, Apple are probably the best company in the world for this sort of thing imo
__________________
2013 15" Retina MacBook Pro|iPhone 4S 16GB Black|iPad 3rd gen 32GB Black|Apple TV 3rd gen|@09sroyal
09sroyal is offline   11 Reply With Quote
Old Jan 21, 2014, 10:50 AM   #6
nagromme
macrumors G4
 
nagromme's Avatar
 
Join Date: May 2002
I'm not sure what narrow slice of "exprience" this is supposed to be, but it fails the sniff test. I'll take this with major salt, as my Android-loving, Apple-hating friends curse at their flagship Android phones trying to do simple things and tolerating major problems like a lack of software updates.

As for retail, my experience there has remained astonishingly good, whether for shopping or Genius Bar.
nagromme is offline   12 Reply With Quote
Old Jan 21, 2014, 10:52 AM   #7
VanillaCracker
macrumors 65816
 
Join Date: Apr 2013
Location: Washington D.C.
It's because of iOS7.

Maybe if:

1) The UI appealed to more people (the sterile extra flat design turns some people off - Google Android managed to produce a more exciting flat design)
2) The OS performed as well as the predecessor (although this is fixed in 7.1)

Not to mention how badly the iPad's software was/is performing (which is most of their market). They launched iOS for iPad while it still felt like a beta. Hell, my iPhone 5S still runs iOS7 like it's a beta. Crashes every once in a while and I still see bugs daily. Not happy buying the latest specs and still having the software run poorly.

On a side note, my local apple store smells like a Zoo everytime I go in there. The first time it happened I thought maybe some baby just peed everywhere. I've been in there 8+ times since (over the course of 2 years) and it smells the same every time. Disgusting

Last edited by VanillaCracker; Jan 21, 2014 at 11:02 AM.
VanillaCracker is offline   25 Reply With Quote
Old Jan 21, 2014, 10:52 AM   #8
cameronjpu
macrumors 65816
 
Join Date: Aug 2007
Quote:
Originally Posted by SmileyBlast! View Post
I wonder if some of this was due to the shaky start that iOS 7 had...
Plus the initial shocked reaction to the new OS.

Still they are very close to the 2nd placers.

Hope this is not a trend.
Apple actually improved from last year, frankly, this is a very curious survey that has found all of those other companies posting extremely strong (and similar) rises in the past year. Microsoft in particular
cameronjpu is offline   3 Reply With Quote
Old Jan 21, 2014, 10:53 AM   #9
roadbloc
macrumors 604
 
roadbloc's Avatar
 
Join Date: Aug 2009
Location: UK
They did say iOS 7 was going to be polarising. Unfortunately, the rest of the tech companies released awesomeness while Apple was busy 'polarising'. I feel both Android, Windows Phone and even BBOS10 are much better than iOS.
__________________
roadbloc is online now   15 Reply With Quote
Old Jan 21, 2014, 10:53 AM   #10
09sroyal
macrumors member
 
Join Date: Oct 2012
Location: The Shire
Quote:
Originally Posted by nagromme View Post
flagship Android...phones tolerating major problems like a lack of software updates
The lack of software updates isn't the problem, it's just that the previous version was so crap.
__________________
2013 15" Retina MacBook Pro|iPhone 4S 16GB Black|iPad 3rd gen 32GB Black|Apple TV 3rd gen|@09sroyal
09sroyal is offline   0 Reply With Quote
Old Jan 21, 2014, 10:54 AM   #11
Xerotech
macrumors 6502
 
Join Date: Jul 2011
2011 cMBP over heating issues.
2012 rMBP image retention/ghosting.
iPhone 4 Flawless.
iPhone 4S constant sim failure problems.
iPhone 5 unresponsiveness.

The reason I stick with Apple is their unbeatable support and warranty policy. They've always corrected what is wrong, but I sure had a batch of issues.

Amazon has great support, constantly gives you discounts when a problem arises, 2 day prime shipping, over nights a brand new product and pays for return shipping of a defective product. They are expanding around the country, building more hubs and investing a majority of their razor thin profits back into the company.
Xerotech is offline   3 Reply With Quote
Old Jan 21, 2014, 10:56 AM   #12
5t3f4n
macrumors regular
 
Join Date: Aug 2011
Not really that surprising since at least some of the mentioned companies pay people to be satisfied with their products.

Just one example.
5t3f4n is offline   11 Reply With Quote
Old Jan 21, 2014, 10:56 AM   #13
scottishwildcat
macrumors regular
 
Join Date: Oct 2007
Quote:
Originally Posted by nagromme View Post
I'm not sure what narrow slice of "exprience" this is supposed to be, but it fails the sniff test. I'll take this with major salt, as my Android-loving, Apple-hating friends curse at their flagship Android phones trying to do simple things and tolerating major problems like a lack of software updates.
They bought the wrong ones then. As a happy owner of two Macs, an iPad, an iPod and an AppleTV, I'm now on my third consecutive Android phone (this time, a Moto G) and frankly, it's an awesome phone for half the price of an iPhone. It's also just been updated to the latest Android OS, and it plays perfectly happily in my otherwise-Apple infrastructure, syncing with iTunes and beaming stuff to my AppleTV, as did my previous two HTC phones.
scottishwildcat is offline   7 Reply With Quote
Old Jan 21, 2014, 10:57 AM   #14
BigBeast
macrumors 6502
 
Join Date: Mar 2009
Steve was right when he said that people don't know what they want until you show them, but he could have gone further. Once people get what they want, few of them will actually make an effort to learn how to use what they purchased. This is why Apple's ratings are lower– because people project their inadequacies in product knowledge upon Apple, rather than themselves. Consumers blame Apple for the problems they have with their devices, when 95% (a trumped up percentage) of a user's problems arise from incomplete/incorrect product/technical knowledge. Don't blame Apple; make an effort to learn.
__________________
2012 cMBP 2.6GHz Core i7 16gb 512 SSD iPhone 5S iPad Air
BigBeast is offline   2 Reply With Quote
Old Jan 21, 2014, 10:58 AM   #15
McTaste
macrumors member
 
Join Date: Jan 2014
This doesn't surprise me. Going to the Apple store is always a crowded mess. And the fact that employees seem to have narrow job descriptions means that there are generally a handful of them doing nothing while I wait for someone who can help me do something simple (ie exchange broken earbuds).

Compare this to Amazon, who doesn't have a physical presence but goes out of its way to make customers happy, and it makes sense that they are leading this survey.
McTaste is offline   22 Reply With Quote
Old Jan 21, 2014, 10:58 AM   #16
goodcow
macrumors 6502a
 
Join Date: Aug 2007
Apple had my iCloud account in "troubleshooting mode" with a temporary, randomly generated password for over a month and still didn't solve my issue, they just finally told me it was a "known issue," and they're working on it.
__________________
MacPro (4,1): 2 x 2.26GHz Quad-Core, 12GB RAM, 640GB HD, 3x750GB WD Black (RAID-0), Drobo (4x1TB), DroboPro (8x2TB), BlackMagic Intensity Pro
iPhone 5, Apple TV (3rd gen.), Time Capsule (500GB)
goodcow is offline   3 Reply With Quote
Old Jan 21, 2014, 10:59 AM   #17
harperska
macrumors newbie
 
Join Date: Apr 2004
Quote:
Originally Posted by nagromme View Post
I'm not sure what narrow slice of "exprience" this is supposed to be, but it fails the sniff test. I'll take this with major salt, as my Android-loving, Apple-hating friends curse at their flagship Android phones trying to do simple things and tolerating major problems like a lack of software updates.

As for retail, my experience there has remained astonishingly good, whether for shopping or Genius Bar.
Without a good look at their methodology, this really fails the sniff test. On what measure does Microsoft go up so significantly considering the marketplace's continued rejection of windows phone and windows 8?
harperska is offline   3 Reply With Quote
Old Jan 21, 2014, 10:59 AM   #18
Daveoc64
macrumors 601
 
Join Date: Jan 2008
Location: Bristol, UK
Quote:
Originally Posted by 5t3f4n View Post
Not really that surprising since at least some of the mentioned companies pay people to be satisfied with their products.

Just one example.
So one company launches a rather tame sponsorship campaign after the survey is conducted and that equates to "some of the mentioned companies pay people to be satisfied with their products"?
__________________
Nexus 5 32GB Black (Three UK) | Nexus 7 (2012) | Kindle Paperwhite (2013)
iPhone 4 32GB
White MacBook (Late 2007)
Windows 8.1 | iCloud, Dropbox, Spotify Premium
Daveoc64 is offline   9 Reply With Quote
Old Jan 21, 2014, 11:00 AM   #19
nathun
macrumors newbie
 
Join Date: Jan 2014
I smell something funny. All four of the other companies improved the same amount? Their lines are almost parallel... This just seems really odd to me and not what you usually see with statistics when polling large groups about completely separate things. Are they asking people how they feel about all of these companies, or just asking users of each companies products how they feel about that company?
nathun is offline   3 Reply With Quote
Old Jan 21, 2014, 11:00 AM   #20
TWSS37
macrumors 6502a
 
Join Date: Feb 2011
Glad this thread has held true to common MR protocol:

-Article praising Apple as the best: GO APPLE!!!!

-Article suggesting Apple being beat by competition: question the accuracy of the statistics.
__________________
iPhone 4 (black) iTouch 4 (white) iPod Nano (3rd gen)
TWSS37 is offline   45 Reply With Quote
Old Jan 21, 2014, 11:02 AM   #21
Daveoc64
macrumors 601
 
Join Date: Jan 2008
Location: Bristol, UK
Quote:
Originally Posted by nathun View Post
Are they asking people how they feel about all of these companies, or just asking users of each companies products how they feel about that company?
It would be difficult to do anything other than that. It's unlikely that there are going to be many people who use such a wide range of products - those that do are undoubtedly going to have favourites, so it would be tough to get a balanced view that way.

Either way, it's the same methodology as the last two years and the results have changed.
__________________
Nexus 5 32GB Black (Three UK) | Nexus 7 (2012) | Kindle Paperwhite (2013)
iPhone 4 32GB
White MacBook (Late 2007)
Windows 8.1 | iCloud, Dropbox, Spotify Premium
Daveoc64 is offline   3 Reply With Quote
Old Jan 21, 2014, 11:04 AM   #22
alm99
macrumors 6502
 
Join Date: Oct 2008
Quote:
Originally Posted by BigBeast View Post
Steve was right when he said that people don't know what they want until you show them, but he could have gone further. Once people get what they want, few of them will actually make an effort to learn how to use what they purchased. This is why Apple's ratings are lower– because people project their inadequacies in product knowledge upon Apple, rather than themselves. Consumers blame Apple for the problems they have with their devices, when 95% (a trumped up percentage) of a user's problems arise from incomplete/incorrect product/technical knowledge. Don't blame Apple; make an effort to learn.
This.

My mom was about to have her iPhone exchanged out because it stopped ringing when someone called when the phone went into standby. At some point she turned on "do not disturb" and didn't know it and knew nothing of what it does and can do. She thought it was broken, but instead a simple setting switch from the control center from the bottom swipe.
alm99 is offline   5 Reply With Quote
Old Jan 21, 2014, 11:04 AM   #23
DShap5
macrumors 6502a
 
DShap5's Avatar
 
Join Date: Dec 2012
Location: California
Ok, I know it isn't right to cheer on the stats only when Apple is on top, but honestly I have never had nearly a good experience with tech support as I have at Apple...
DShap5 is offline   3 Reply With Quote
Old Jan 21, 2014, 11:05 AM   #24
samonaz
macrumors member
 
Join Date: May 2013
Its mostly because of this.
Name:  Screen Shot 2014-01-21 at 10.31.35 pm.png
Views: 4204
Size:  27.5 KB
samonaz is offline   8 Reply With Quote
Old Jan 21, 2014, 11:06 AM   #25
iSee
macrumors 68030
 
iSee's Avatar
 
Join Date: Oct 2004
I wonder what Samsung, Microsoft and Sony did to improve so much?
__________________
"Nobody ever reads these things so I can write anything. I'd eat bananas every day if they were crunchy."
iSee is offline   5 Reply With Quote

Reply
MacRumors Forums > News and Article Discussion > MacRumors.com News Discussion

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Similar Threads
thread Thread Starter Forum Replies Last Post
Samsung Tops Apple in Latest J.D. Power Tablet Customer Satisfaction Survey MacRumors iOS Blog Discussion 177 Nov 6, 2013 06:17 PM
Samsung and Apple Continue to Dominate Smartphone Market, But iOS Market Share Falls MacRumors MacRumors.com News Discussion 141 Feb 20, 2013 06:48 AM

Forum Jump

All times are GMT -5. The time now is 10:14 AM.

Mac Rumors | Mac | iPhone | iPhone Game Reviews | iPhone Apps

Mobile Version | Fixed | Fluid | Fluid HD
Copyright 2002-2013, MacRumors.com, LLC