Apple Falls Behind Microsoft, Samsung, and Sony in New Consumer Experience Survey
Apple slipped behind Samsung, Sony and Microsoft in a 2014 customer experience survey from Forrester Research (via The Wall Street Journal). This is the third annual survey, and the first time Apple has fallen behind these rival companies.
The survey measures customer experience, which involves difficult-to-define criteria based on how a customer feels about his or her interaction with a company. Forrester queried 7,500 consumers about their retail and customer support experiences and used the responses to assign each company a customer-experience index score.

Amazon scored highest among the 17 consumer-electronics manufacturers operating in North America. It was the only manufacturer to garner an “excellent” rating of 91 for Kindle customers.
Sony came in second with a rating of 83, while Microsoft and Samsung followed one point behind at 82. Apple scored an 81. All three brands rated below Apple in the 2013 survey.
Though it slipped behind the competition, Apple still improved its score in the 2014 survey and earned a "good" score according to the survey's criteria.
Apple has struggled somewhat with the continually increasing volume of customers visiting its retail stores for sales and support, particularly under the leadership of former retail chief John Browett. Browett was ousted as part of a management restructuring after spending just six months on the job, during which Apple's retail unit saw staff cutbacks and an emphasis on profits erode the customer experience and employee satisfaction. After nearly a year and a half without a retail chief, Apple will see Burberry CEO Angela Ahrendts take the helm in the coming months to oversee both retail and online store operations.
Popular Stories
The upcoming iOS 18.4 update for the iPhone includes a smaller but meaningful improvement for Apple's in-car iPhone mirroring system CarPlay.
Specifically, CarPlay now shows a third row of icons, up from two rows previously. However, this change is only visible in vehicles with a larger center display. For example, a MacRumors Forums member noticed the change in a Toyota Tundra with a...
Daring Fireball's John Gruber today shared some strongly-worded comments about Apple's delayed personalized Siri features. Gruber is a well-known Apple pundit who has been writing about the company for more than two decades.
In a blog post titled "Something Is Rotten in the State of Cupertino," Gruber said Apple's credibility has been "damaged" by the delay:Keynote by keynote, product by...
Despite being released over two years ago, Apple's AirPods Pro 2 continue to dominate the wireless earbud market. However, with the AirPods Pro 3 expected to launch in 2025, anyone thinking of buying Apple's premium earbuds may be wondering if the next generation is worth holding out for.
Apart from their audio and noise-canceling performance, which are generally regarded as excellent for...
iPhones are finally getting a much-requested setting, but availability is limited.
The upcoming iOS 18.4 update introduces an option to set a default navigation app, other than Apple Maps, but unfortunately this new setting is limited to users in the EU. There, you can now set an app like Google Maps or Waze as your default navigation app on the iPhone by opening the Settings app and tapping ...
Apple is planning for a major design overhaul of the iPhone, iPad, and Mac interfaces with the introduction of iOS 19, iPadOS 19, and macOS 16 later this year, reports Bloomberg. The update will "fundamentally change" the look of Apple's operating system, introducing a more consistent cross-platform experience.
Apple plans to update the style of icons, menus, apps, windows, and system...
Apple's upcoming iPhone 17 Pro models are expected to feature a significant design overhaul, and a new image apparently taken on an assembly line for the unreleased devices appears to confirm the biggest rumored change.
Render of an iPhone 17 Pro model shared by Jon Prosser
The iPhone 17 Pro and iPhone 17 Pro Max are rumored to adopt a horizontal camera bar reminiscent of Google's Pixel...
The Apple Intelligence features that Apple introduced with iOS 18 are not pushing people to upgrade their iPhones, Apple analyst Ming-Chi Kuo reiterated today. Apple's recent Siri failures are also going to have an impact on 2025 iPhone shipments, which the market is beginning to realize.
As early as last July, Kuo said expectations that Apple Intelligence could drive iPhone upgrades were...
Apple is set to release iOS 18.4 in early April, bringing further refinements to Apple Intelligence features, a neat new capability to iPhone 15 Pro devices, new emoji, and more.
While not quite as packed with new features as Apple's preceding iOS 18 point releases, iOS 18.4 still introduces enhancements that aim to make your iPhone smarter and more intuitive. Below, we've listed 12 new...
If you've been following iPhone rumors over the last few years, you may remember reading reports that Apple flirted with the idea of introducing a super high-end "Ultra" model that would either replace its Pro Max device or sit above it in Apple's smartphone hirearchy. These reports appeared in the pre-launch iPhone 15 and iPhone 16 rumor cycles, but ultimately came to nothing. Now though, the...