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
127 months ago
That's the apple I love.
Score: 7 Votes (Like | Disagree)
komodrone Avatar
127 months ago
Maybe we all just hate our calls being routed to India.
Score: 6 Votes (Like | Disagree)
ihateilove Avatar
127 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
127 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
127 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
127 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

dewey airtag

Report Highlights Danger of Using AirTags for Tracking Dogs

Monday January 30, 2023 1:45 pm PST by
AirTags may be a convenient way for tracking dogs that might get off leash or otherwise lost, but there are dangers associated with the practice, as outlined by a report from The Wall Street Journal. At 1.26 inches in diameter, AirTags are able to fit easily on a dog's collar, but that size also makes the tracking devices small enough to swallow, at least for a medium to large-sized dog, and ...
General iOS 16 Feature Yellow

Five New iOS Features Coming to Your iPhone Later This Year

Tuesday January 31, 2023 11:58 am PST by
Apple has previously announced several upcoming iOS features that are expected to be added to the iPhone this year. Some of the features could be introduced with iOS 16.4, which should enter beta testing soon, while others will arrive later in the year. Below, we have recapped five new iOS features that are expected to launch in 2023, such as an Apple Pay Later financing option for purchases ...
Apple Silicon Teal Feature

The Next Big Apple Silicon Device May Not Be a Mac or iPad

Wednesday February 1, 2023 3:57 am PST by
Apple's next device with an Apple silicon chip may not be a Mac or an iPad, but rather an advanced external display, according to recent reports. The display, which is rumored to arrive this year, is expected to sit somewhere between the $1,599 Studio Display and the $4,999 Pro Display XDR – but more exact information about the device's positioning and price point is as yet unknown. While ...
Multi Display CarPlay 1

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

Sunday January 29, 2023 10:15 am PST by
In June 2022, 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 says the first vehicles with support for the next-generation CarPlay experience will be announced in late 2023, with committed automakers including Acura, Audi,...
MKBHD HomePod 2 White Ring Stain

New HomePod Can Still Stain Some Wooden Surfaces

Tuesday January 31, 2023 8:29 am PST by
When the original HomePod launched in 2018, it was discovered that the speaker can leave white rings on some wooden surfaces. Now, well-known YouTuber Marques Brownlee has confirmed that the issue persists to a lesser extent with the new HomePod. In a side-by-side test, he showed that the white second-generation HomePod left a white ring on the wooden surface that he placed the speaker on,...
HomePod 2 White and Midnight Feature Purple Blue

Apple Explains Why HomePod Was Released Again, Wi-Fi 4 Limitation, and More

Thursday February 2, 2023 7:57 am PST by
Apple's VP of hardware engineering Matthew Costello and product marketing employee Alice Chan recently spoke with Men's Journal and TechCrunch about the new second-generation HomePod in wide-ranging interviews about the smart speaker. Apple discontinued the original full-size HomePod in March 2021 after multiple reports indicated that sales of the speaker were lackluster, but Chan told Men's ...