Consumer Reports today released the results of its annual computer tech support survey, which revealed that Apple bested its own scores from last year while also topping every other brand-name computer manufacturer.

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.

consumer_reports_wordmark
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.

Top Rated Comments

wenghan1992 Avatar
136 months ago
That's the apple I love.
Score: 7 Votes (Like | Disagree)
komodrone Avatar
136 months ago
Maybe we all just hate our calls being routed to India.
Score: 6 Votes (Like | Disagree)
ihateilove Avatar
136 months ago
It's not rocket science

It amazes me that while Apple continues to attempt to focus on customer need, its opponents just seem concerned for price. Sure, I'm all for a utilitarian approach to these things -- tech should be available to all -- but I can't figure out why other makers can't try harder. Then there's the media which seems to equate 'cheap' with 'good'. It's quite depressing really.
Score: 4 Votes (Like | Disagree)
jayducharme Avatar
136 months ago
That's why I buy AppleCare -- for unrestricted access to that impeccable customer service. I've called them many times, even for seemingly minor questions I've had, and they're always unfailingly helpful.
Score: 3 Votes (Like | Disagree)
pipa Avatar
136 months ago
I would expect nothing less from the boys from Cupertino. Keep up the great work guys.
Score: 3 Votes (Like | Disagree)
cambox Avatar
136 months ago
Anyone can list an instance where they've gone into an Apple Store and didn't have a great experience (e.g. long wait times, inattentive staff). But overall, I think they deserve credit for providing a great tech support environment.

-staff is usually smart, friendly (esp. if you compare to other retailers)
-repair turnaround is usually 3 days, not 3 weeks
-stores are extremely clean and thoughtfully laid out

What politician said "Don't compare me to perfection, compare me to the alternative"? ;)

I agree entirely, they are masters at customer service but then we do pay for it!
Score: 2 Votes (Like | Disagree)

Popular Stories

BMW Logo iPhone 15 Pro

Warning: BMW Wireless Charging May Break iPhone 15's Apple Pay Chip

Sunday October 1, 2023 6:14 am PDT by
If you have an iPhone 15 and drive a BMW, it might be best to avoid charging the device with the vehicle's wireless charging pad for now. Over the past week, some BMW owners have complained that their iPhone 15's NFC chip no longer works after charging the device with their vehicle's wireless charging pad, according to comments shared on the MacRumors Forums and X, formerly known as Twitter. ...
Multi Display CarPlay 1

All-New Apple CarPlay Launching Later This Year With These 5 New Features

Friday September 29, 2023 11:29 am PDT by
At WWDC 2022 last year, Apple previewed the next generation of CarPlay, promising deeper integration with vehicle functions like A/C and FM radio, support for multiple displays across the dashboard, personalization options, and more. Apple said the first vehicles with support for the next-generation CarPlay experience would be announced in late 2023, but it has still not shared any additional...
Apple Watch Edition Gold 2015

Original Apple Watch is Now Obsolete, Including $17,000 Gold Model

Monday October 2, 2023 9:15 am PDT by
All first-generation Apple Watch models released in 2015 were added to Apple's obsolete products list on September 30, according to an internal memo obtained by MacRumors. As a result, these outdated "Series 0" watches are no longer eligible for repairs or other service at Apple Stores and Apple Authorized Service Provider locations. The list of obsolete models includes the first-generation...
iPhone 15 Pro lineup

Apple to Address iPhone 15 Pro Overheating Issue With iOS 17 Update

Saturday September 30, 2023 9:28 am PDT by
Apple plans to release an iOS 17 update to address a bug that may contribute to the reported iPhone 15 Pro and iPhone 15 Pro Max overheating issue, according to a statement the company shared today with MacRumors and Forbes reporter David Phelan. Apple also says some recent updates to third-party apps have overloaded the system and contributed to the overheating issue. The report notes that...
Apple Logo Spotlight

Mac Trade-In Changes May Indicate New Model to Launch This Month

Tuesday October 3, 2023 6:30 am PDT by
Apple may be proceeding with plans to release a new Mac model this month, according to potentially related information obtained by MacRumors. Details pertaining to imminent changes to Mac trade-ins provided to MacRumors by a verified source suggest that Apple will likely begin accepting new models for trade-in this month. Similar changes in June coincided with WWDC, when Apple began accepting...
iphone se 4 modified flag edges

iPhone SE 4 Details: Action Button, USB-C Port, Face ID, and More

Wednesday September 27, 2023 1:34 pm PDT by
Significant changes are expected to arrive with Apple's fourth-generation iPhone SE, in terms of both design and hardware, MacRumors has learned. The iPhone SE 4, known internally under the codename Ghost, is expected to receive a new design derived almost entirely from the base model iPhone 14. According to our sources, the iPhone SE 4 will use a modified version of the iPhone 14 chassis...