Apple Tops Consumer Reports' Tech Support Ratings, Bests Its Own Score
The company scored far higher than the other big companies for the elements that make for successful online and phone support: ease of contacting staff, clarity of advice, technical knowledge, patience, and time for follow-up.Although the full details of the survey are restricted to Consumer Reports subscribers, Macworld reports that Apple's Genius Bar was able to solve 88 percent of problems for in-store support, compared to 73 percent for Staples' EasyTech and 70 percent for Best Buy's Geek Squad.
Consumers surveyed also said that Apple was able to help solve 82 percent of computer problems, more than any other manufacturer, with only independent custom computer shops coming close to Apple. Overall, Apple rated 86 out of 100, which the publication describes as "very satisfied." The next closest brand was Lenovo, which scored a 63 out of 100, or "fairly well satisfied."
Apple traditionally performs well in Consumer Reports' surveys, and has been highly rated for a number of years.