Vocal Laboratories has published the results of a study that shows Apple leads other PC makers in telephone-based tech support. The study said that 58 percent of Apple customers reported that they were "very satisfied" with the results of their call, compared to 46 percent of Dell customers and 43 percent of HP customers.
The study determined that customers of each company were "generally satisfied" with hold times, the ease with which they reached a person, and the professionalism of the customer service personnel with whom they worked.
But Apple shone when it came to actually solving the problem, compared to the competition--53 percent of Apple customers reported their problem had been resolved on the call, while 45 percent of Dell customers and 39 percent of HP customers reported the same.
The Vocal Laboratories study featured 1,147 consumers surveyed immediately following a support call. The results cover the year ending May 31, 2009.
Sidekick: The Good News & the Bad News Either way you look at it Microsoft Data Center management did not follow standards or best practices in this failure. In which case it makes me wonder more about the outsourcing of corporate data much less personal data.
- mburton325
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AISO founders envisioned a Web hosting company that was environmentally friendly. While the company employed energy-efficient innovations like solar panels, its infrastructure produced unacceptable power and cooling requirements. Find out how AISO leveraged AMD technology to overcome their challenge in this case study white paper.
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On a typical day, weather.com, the Web site for The Weather Channel in Atlanta, serves up between 15 million and 20 million page views. But in September 2004, when back-to-back hurricanes ransacked Florida, the peak traffic on one day more than tripled: over 70 million page views by more than 7 million unique visitors. Read the full success story now.
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