Apple tops customer support list
Consumer Reports has named Apple number one in computer technical support, besting everyone else in that crowded field for working with users to solve problems on their laptop and desktop computer systems.
The top place award was the result of a survey which the consumer products testing company conducted in January, asking 70,000 subscribers to Consumer Reports Magazine to rate the overall performance of computer manufacturers in the critical area of technical support. The survey asked computer users to judge the performance of companies in several critical support areas, including basic problem solving, telephone wait times, telephone staff response and knowledge; and overall online support, according to a CNET story. Apple came out far ahead of any of their rivals in the survey, easily winning in support for both laptops and desktops.
The numbers for Apple users were not as small as you might think. When the results were tabulated, 3,685 subscribers had ranked Apple number one in laptop tech support and 3,711 had ranked Apple number one in desktop tech support. In the area of laptop tech support, Apple scored 86 out of a possible 100, putting them above “very satisfied†(a score of 80) on average. Second place went to Lenovo at 63, followed by Toshiba at 60, Dell at 56, HP/Compaq at 53 and Acer/Gateway/eMachines dead last at 39. Apple did even better in desktop support, scoring 87 points out of 100, throttling Dell in second at 55, HP/Compaq at 53 and Acer/Gateway / eMachines at 39.
Apple has a way of winning this competition. Their numbers were virtually unchanged from last year, when they also took first place in both categories. Apples scores actually improved from last year, but the improvement was within Consumer Report’s margin of error. The rest of the field also stayed roughly the same, with only Gateway showing a markedly worse score after their merger with Acer and eMachines.
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