Latest Survey Results on Customer Satisfaction

7th February 2010

USA - Improved technical support at Apple, Dell and HP

Apple continues to lead in customer satisfaction with phone-based technical support, but HP made marked improvements since 2008.

In 1,157 telephone interviews immediately following a support call in 2009, 64% of Apple customers were "Very Satisfied" with the experience, compared to 45% of Dell customers and 47% of HP customers.

Compared with 2008, HP customers in 2009 found it easier to reach an agent, experienced fewer problems with the automated portion of the call, and felt like they were made to go through fewer repetitive steps.

These changes led to a 9 percentage point year over year improvement in customer satisfaction with the agent at HP, and a whopping 17 percentage point improvement in customer satisfaction with the automated portion of the call.

HP nearly tied Apple in this metric, with 39% of HP customers reporting they were "Very Satisfied" with the automated portion of the call, compared to 42% of Apple customers. National Customer Service Survey (NCSS) study conducted by Vocal Laboratories In

The National Customer Service Survey (NCSS) study conducted by Vocal Laboratories Inc. compares the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers.

Current research covers computer technical support and mobile phone customer service. The NCSS is underwritten and conducted by Vocalabs independently of any of the companies covered. Results discussed here are based on 1,859 interviews conducted in 2008 and 2009. Info: http://www.vocalabs.com/.