Apple Tops Consumer Reports' Tech Support Ratings, Bests Its Own Score

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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.

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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

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94 months ago
That's the apple I love.
Score: 7 Votes (Like | Disagree)
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94 months ago
Maybe we all just hate our calls being routed to India.
Score: 6 Votes (Like | Disagree)
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94 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)
Avatar
94 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)
Avatar
94 months ago
I would expect nothing less from the boys from Cupertino. Keep up the great work guys.
Score: 3 Votes (Like | Disagree)
Avatar
94 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)

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