Apple loses ground in consumer satisfaction survey


Apple is known for its stellar customer service and extreme brand loyalty, but the lack of a solid retail chief may be taking its toll on the company. A recent Forrester Research customer experience survey suggests Apple is no longer the leader in this area.

Forrester Research queried 7,500 consumers about their opinions of what it was like to do business with a company. They asked respondents questions like:

  1. How enjoyable were they to do business with?
  2. How easy were they to do business with?
  3. How effective were they at meeting your needs?

The results of the 2014 survey show that Apple is losing ground in the customer satisfaction department, falling behind Microsoft, Samsung and Sony. Amazon led the pack with a score of 91 that reflects the strong support of its Kindle owners. Sony followed with a score of 83, while Microsoft and Samsung shared an 82 score. Apple fell in line behind its competitors with a score of 81.

Though it didn’t outpace it competition, Apple did slightly improve from 2013 to 2014 and scored a “good” rating according to the survey’s findings.

[Via Wall Street Journal]