Customer Experience News & Trends

Why Apple tops Service rankings again

Apple has often left other companies in the dust when it comes to Customer Service. And they’ve done it again.

The tech giant received the highest scores in its industry, according to the just-released American Customer Satisfaction Index (ACSI).

Apple got its highest score ever – 87 on a 100-point scale – this year. The overall ACSI remained stagnant at 78, said researcher Claes Fornell.

Why are customers so satisfied with Apple? Part of it is, the company is always evolving its technology. Customers can’t get enough of the iPod, iPhone and iPad. But they wouldn’t stick with products that aren’t well supported.

Other keys to Apple’s service success that any contact center can use:

  • An upfront person. Steve Jobs is well known (although he’s about to step down). Customers like knowing a face at the company. Talk about your CEO to customers, letting them know that the top brass is real and connects with employees and customers.
  • Evolution. Apple comes up with products customers don’t even know they want (and love when they get them). Contact center agents can spark that kind of innovation. Listen for customers unspoken needs. Create a channel for those ideas to pass along to the creative people in the company.

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