Apple.com’s Customer Satisfaction Ranking Hits Four-Year Low

The holidays may not have been all that merry for Apple.com customers, according to Michigan-based customer experience analytics firm ForeSee. The firm, which released the results of its annual Holiday E-Retail Satisfaction Index, says Apple.com customers were less than impressed with the site’s services, resulting in a 3 percent drop in overall customer satisfaction from 83 percent out of 100 in 2011 to 80 percent this year. The score is Apple.com’s lowest in four years, and pushes the company out of the top five.

ForeSee’s Satisfaction Index collected data from 24,000 customer surveys on the top 100 online retailers between Thanksgiving and Christmas. The No. 1 spot went to Amazon.com, which has held the position for several years and posted a score of 88 out of 100, the same as last year’s.

ForeSee says customers based their overall satisfaction on four categories: price, merchandise, website functionality and content. As AllThingsD points out, Apple’s drop in customer satisfaction is surprising considering that its prices have remained relatively flat across the board with respect to new product costs. Its merchandise is also refreshed yearly, which means it can’t have a stagnant product line, and its overall website functionality has remained, for the most part, unchanged.

On the plus side, Apple.com’s 80 score does keep the site two points above the 78 average. But something tells us Tim Cook won’t be pleased with being just slightly above average.

via: ForeSee, AllThingsD 

AUTHOR BIO
Daniel P. Howley
Daniel P. Howley
A newspaper man at heart, Dan Howley wrote for Greater Media Newspapers before joining Laptopmag.com. He also served as a news editor with ALM Media’s Law Technology News, and he holds a B.A. in English from The Richard Stockton College of New Jersey.
Daniel P. Howley on
Twitter Google+
LEAVE A REPLY
Name*
Email* (will not be published)
Website
*Indicates required field
Comments*
Submit Comments

  1. steven kennedy Says:

    i just bought a new i pad and opened it up and it did not work. i called for support and they wanted to charge me 100 dollars to get it going. i think this is bad bussiness and that is probly why apple has so much money, they sell something that does not work and charge to fix it. i will return it and maybe new computer i bought also. i heard anyway that kindle is just as good and cost less. thanks apple for trying to screw another customer. i will never buy apple again and will tell everyone i know not to buy either, because they dont back what they sell and charge to fix new products that dont work when you buy them

  2. Paul Boyer Says:

    Frankly, I do not believe the above criticism. New products have automatic AppleCare for an initial period of time. I have been using Apple products for 28 years, and am familiar with their policies.
    The tone of the commenter is also raises suspicion. He also seems to have little idea of the differences between an iPad and a Kindle.

  3. Dexter Says:

    No other PC manufacture comes close to Apple. Amazon is a respectable comparison but it’s like apples and oranges, no pun intended ;)

FIND A REVIEW
Laptops
All Product Types Accessories Cars Digital Camcorders Digital Cameras eReaders GPS Laptops MP3 & Video Players Projectors Smartphones Software Storage Tablets / MIDs VoIP Wi-Fi
All Subcategories
All Subcategories All-Purpose Budget Business Desktop Replacement Gaming Multimedia Netbook Nettop Rugged Student Tablet PCs Ultraportable
Brand
Acer Alienware Apple Archos ASUS Averatec BenQ CTL Corp. Dell Digital Storm eMachines Emtec Everex Fujitsu GammaTech Gateway General Dynamics Getac Gigabyte Hercules HP HTC iBuyPower Intel Lenovo MSI Nokia Nvidia OCZ OLPC OQO Origin Panasonic Sager Samsung Sony Sylvania Systemax TabletKiosk Toshiba Verizon Viewsonic Viliv VooDoo Workhorse PC ZT Systems
Minimum Rating
Any Rating 4.5 Stars 4.0 Stars 3.5 Stars 3.0 Stars
Screen Size
10 11 12 13 14 15 16 17 18 20 4 5 6 7 8 9
Resolution
1024x576 1024x600 1024x768 1200X800 1280 x 720 1280x1024 1280x768 1280x800 1366x678 1366x768 1440x1050 1440x900 1600x768 1600x900 1680x1050 1680x945 1920x1080 1920x1200 800x400 800x480
Weight Range
10.1 - 12.0 pounds 12.1 - 14.0 pounds 14.1 - 16.0 pounds 2 lbs 2 pounds and under 2+ lbs 2.1 - 4.0 pounds 4.1 - 6.0 pounds 6.1 - 8.0 pounds 8.1 - 10.0 pounds Over 16 pounds Under 2 pounds
more options
SUBSCRIBE