A new study conducted by Vocal Laboratories Inc. (Vocalabs) reveals that
satisfaction with the support Apple has declined significantly in the last 18
months. National Laboratory vocal customers' Services Survey (NCSS) to track the quality of customer service across different industries. NCSS will be paid for and conducted independently by Vocalabs (without the help of a private company).
What they do is a customer ring as soon as they end the conversation with their help desk seller.
After doing this phone interview with the company's customers, Cupertino CA, Vocalabls determined that Apple is still the leader of the pack, ahead of Dell and HP, the quality of customer service to telephone-based technical support.
Some 54% of Apple customers are "Very Satisfied" with their support calls during the last six months of 2011.
Dell scored 44% and HP have a customer 49% "very satisfied."
"The score of satisfaction of Apple fell 19 points from the first half of 2010, while Dell and HP generally remained stable over the last two years," said Vocalabs.
Less than 1% of Apple customers surveyed complained about the language skills of technician support. On the Dell camp, 8% complained about this aspect. HP is even worse, by 10%.
Another area where Apple saw fewer complaints are an additional cost of out-of-warranty technical support - "Approximately 1% of Apple customers voluntarily complaint costs in the study, compared with 6% of Dell customers and 6% HP customers," said Vocalabs.
"Despite a significant decline, Apple continues to lead in the overall quality of our survey support the technology," said Peter Leppik, CEO of Vocalabs.
"But where Apple uses advanced well in almost every measure of quality of service, now there are areas where Apple is bound to, or even behind, a competitor," said Leppik.
Vocalabs show will not be long before Apple finally lost the crown.
Statistics in this study are based on 4852 surveys completed between May 2008 and December 2011.
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