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In interviews conducted with 1,147 consumers immediately following a support call, 58 percent of Apple customers reported they were â€œVery Satisfiedâ€ with the call, compared to 46 percent of Dell customers and 43 percent of HP customers.
The study found that customers from each company are generally satisfied with hold times and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved: Fifty-three percent of Apple customers reported their problem had been resolved on the call, versus 45 percent of Dell customers and only 39 percent of HP customers.
â€œElectronics are among the most complicated and expensive products consumers buy, and support is an important part of the package,â€ says Peter Leppik, CEO of Vocalabs. â€œThis data reveals that there is a real difference in satisfaction with the technical support provided by leading providers.â€
Vocalabs' Service Quality Tracker compares the customer service quality at competing companies using survey data and call statistics. Current research covers computer technical support and mobile phone customer service. Consumers participated by calling an alternate toll-free phone number to reach a companyâ€™s technical support. Immediately after the call, selected consumers were called by Vocalabs and interviewed about the support experience.
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