Apple Falls Behind Microsoft, Samsung, and Sony in New Consumer Experience Survey

Discussion in 'MacRumors.com News Discussion' started by MacRumors, Jan 21, 2014.

  1. macrumors bot

    MacRumors

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    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.

    [​IMG]
    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
     
  2. Moderator

    840quadra

    Staff Member

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    #2
    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.
     
  3. macrumors 6502a

    SmileyBlast!

    Joined:
    Mar 1, 2011
    #3
    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. :confused:

    Still they are very close to the 2nd placers.

    Hope this is not a trend.
     
  4. Guest

    Sky Blue

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    Jan 8, 2005
    #4
    They've actually improved from last year, the other companies got better...
     
  5. macrumors member

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    #5
    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
     
  6. macrumors G5

    nagromme

    Joined:
    May 2, 2002
    #6
    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.
     
  7. VanillaCracker, Jan 21, 2014
    Last edited: Jan 21, 2014

    macrumors 65816

    VanillaCracker

    Joined:
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    #7
    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
     
  8. macrumors 65816

    Joined:
    Aug 24, 2007
    #8
    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
     
  9. macrumors G3

    roadbloc

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    UK
    #9
    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.
     
  10. macrumors member

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    #10
    The lack of software updates isn't the problem, it's just that the previous version was so crap.
     
  11. macrumors 6502

    Joined:
    Jul 22, 2011
    #11
    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.
     
  12. macrumors regular

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    #12
    Not really that surprising since at least some of the mentioned companies pay people to be satisfied with their products.

    Just one example.
     
  13. macrumors regular

    Joined:
    Oct 24, 2007
    #13
    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.
     
  14. macrumors 6502a

    Joined:
    Mar 6, 2009
    #14
    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.
     
  15. macrumors member

    McTaste

    Joined:
    Jan 21, 2014
    #15
    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.
     
  16. macrumors 6502a

    Joined:
    Aug 4, 2007
    #16
    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.
     
  17. macrumors newbie

    harperska

    Joined:
    Apr 28, 2004
    #17
    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?
     
  18. macrumors 601

    Joined:
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    Location:
    Bristol, UK
    #18
    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"?
     
  19. macrumors newbie

    Joined:
    Jan 21, 2014
    #19
    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?
     
  20. macrumors 65816

    Joined:
    Feb 4, 2011
    #20
    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.
     
  21. macrumors 601

    Joined:
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    Location:
    Bristol, UK
    #21
    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.
     
  22. macrumors 6502

    Joined:
    Oct 30, 2008
    #22
    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.
     
  23. macrumors 65816

    taptic

    Joined:
    Dec 5, 2012
    Location:
    California
    #23
    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...
     
  24. macrumors member

    Joined:
    May 31, 2013
    #24
    Its mostly because of this.
    Screen Shot 2014-01-21 at 10.31.35 pm.png
     
  25. macrumors 68040

    iSee

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    Oct 25, 2004
    #25
    I wonder what Samsung, Microsoft and Sony did to improve so much?
     

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