Apple's image cracks in latest Holiday customer satisfaction study

posted by Victor H.

Dec 27, 2012, 9:10 AM

Apple's image cracks in latest Holiday customer satisfaction study

Apple might have refreshed virtually its whole product portfolio, but when it comes to its internet retail presence, the latest study by Foresee concludes the company slipped three points and user satisfaction dropped to 80/100. This puts it out of the top 5, dominated by companies like Amazon.

Interestingly, JC Penney, now run by former Apple executive Ron Johnson also slipped 5 points to 78. Overall, large retailers saw their ratings slide, with examples such as Dell.

“This year, we’re seeing that even some of the largest companies in the country are at risk if they lose sight of customer satisfaction,” ForeSee CEO Larry Freed said. “Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience. Dell, and JCPenney seem to be struggling to find their way, which could make them extremely vulnerable to competitors.”

Foresee measured four big factors to draw conclusions about user satisfaction: fair pricing or at least perception about it, how appealing the merchandise is, how functional the website is, and what’s the actual quality of the content.

source: Foresee via 9to5Mac

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23 Comments

20. InspectorGadget80 unregistered

Please don't give me that. Monday earlier this week i have soo many people complaining bout their iPods and Ipads won't activate or charge through itunes and their lines was so busy. couple of them have to return their Apple products because it won't activate through their itunes juke box.

posted on Dec 27, 2012, 5:23 PM 0

19. drnggaj33

Posts: 127; Member since: Feb 29, 2012

i work for att and many times ppl that have iphone .they have to take there iphone for a week to test it because the audio doesnt work.if its any other phone we just exch the audio doesnt work. have to set appointment to exch ur phone thats stupid .like droiddoes said they been selling the same phone for yrs now ppl are starting to see now .besides the other ppl switching to iphone .they follow to much to get a iphone smh

posted on Dec 27, 2012, 4:47 PM 0

17. tedkord

Posts: 17544; Member since: Jun 17, 2009

Dell have been a piss poor company for years. Check the horror stories at resellerratings.

posted on Dec 27, 2012, 4:23 PM 1

15. ogy_dogy

Posts: 453; Member since: Jun 29, 2012

Too bad for apple there wont be a Steve Jobs (RIP) to save their asses again...

posted on Dec 27, 2012, 3:59 PM 1

16. tedkord

The only reason Jobs was able to save them the first time was that Bill Gates propped them up and saved them from bankruptcy.

posted on Dec 27, 2012, 4:15 PM 4

21. Droiddoes unregistered

Yup. Gee, thanks a lot Bill LOL

posted on Dec 27, 2012, 6:14 PM 0

14. Droiddoes unregistered

LMAO, the only thing about this that surprises me is it took the iFans THIS long to realize apple has been selling them the same damn thing for years.

posted on Dec 27, 2012, 2:29 PM 3

13. chrisjdon

Posts: 18; Member since: Dec 16, 2011

It was all a Matter of Time.

posted on Dec 27, 2012, 11:26 AM 2

12. SIGPRO

Posts: 2819; Member since: Oct 03, 2012

Apple will go down and down, we already see the hype getting less. I give them max 5 years and the iphone will be dead. Apple is behind the market with specs and innovation. People i know are getting rid of their iphones. Why you mau ask........because they are sick paying for small upgrades of the iphone.

posted on Dec 27, 2012, 11:01 AM 4

23. sithvenger

Posts: 371; Member since: Aug 25, 2012

Man I hope we can revisit this post in 5 years

posted on Dec 28, 2012, 7:06 AM 0

4. sudbury78

Posts: 136; Member since: Jul 12, 2012

Actually your hatred to apple to fit in with the rest of the phone arena people as you type on an iphone clearly made you not read the article. Apple is 80 and jc is 78. Hahahahahahahahahaha

posted on Dec 27, 2012, 9:30 AM 0

6. Cynipap999

Posts: 138; Member since: Nov 15, 2012

uDidn't read the rest of the article, 'user satisfaction dropped' which means user diSsatiSfaction rose!! 'Hahahahahahahahahaha'

posted on Dec 27, 2012, 9:42 AM 3

10. eisenbricher

Posts: 973; Member since: Aug 09, 2012

And you really love that, right?

posted on Dec 27, 2012, 10:27 AM 2

2. Cynipap999

What an iTragedy!!! The shame, beat out by JC Penney!!!! Ha-Ha-Ha-Ha-Ha-Ha-Ha-Ha-Ha-Ha-Ha-Ha....

posted on Dec 27, 2012, 9:25 AM 8

1. darkkjedii

Posts: 31816; Member since: Feb 05, 2011

Time to regroup apple. You've rested long enuff.

posted on Dec 27, 2012, 9:23 AM 8

3. Cynipap999

And, now it's time to 'rest in peace'!!

posted on Dec 27, 2012, 9:27 AM 13

5. eisenbricher

Apple can still manage to survive good given that they undergo some major and crucial changes.

posted on Dec 27, 2012, 9:36 AM 4

7. Cynipap999

Apple will fail; resistance is futile!@

posted on Dec 27, 2012, 9:43 AM 6

22. Peter98

Posts: 119; Member since: Aug 01, 2012

Nokia also can resurvive. Why other companies can't. You're fool!

posted on Dec 27, 2012, 6:36 PM 1

8. darkkjedii

Dude dont argue with him, its a huge waste of time. ..trust ne

posted on Dec 27, 2012, 9:57 AM 4

9. eisenbricher

Exactly. Anyway, trolls can claim its Night on a sunny day, putting blindfolds over their eyes but truth is, it isn't.

posted on Dec 27, 2012, 10:26 AM 3

11. darkkjedii

Exactly

posted on Dec 27, 2012, 10:42 AM 3

18. lolioslol

Posts: 182; Member since: Dec 10, 2012

No apple please do not "regroup". Please, continue on as you have been so you can continue to lose loyal customers and become less and less relevant, only this time there will be no IBM to bail them out!