This is pretty surprising news, even for those of us that are die-hard Android fans. We know how Apple is with their customers, and how they have been known to provide the best customer service and experience over the years. I’ve actually never had a problem with their customer experience or service. Now what’s interesting from this new study from The Wall Street Journal, is that Apple’s rating actually went up. In 2013 it was at 80, and it’s now around 81, and somehow, Sony, Samsung and Microsoft have surpassed them. Yes, even Microsoft, which was pretty surprising to me.
This is the first time, in history, that Apple has fallen below Sony, Samsung and Microsoft. So I’d expect to see some changes from Apple pretty soon, as that is one of the things they like to brag about, is how great the customer experience is with their brand. Now it’s not that Apple is all that far behind, Sony, Samsung, Microsoft and Apple are all within about 3 points of each other, but Apple is still behind. I’m sure many of you saw that Amazon is way above everyone on that chart. Well interestingly enough, Amazon has been leading the Customer Experience category ever since they launched the Kindle Fire tablets in 2012. However, in 2014 they got their highest score ever, of a 91.
It’s not to say that these companies are getting bad scores, if you look at the chart, all of them are in the “Good” range, with Amazon being in the “Excellent” range. So I’d expect to see Apple take the lead back in the next report. How about the rest of you?
How many of you are surprised to see that Apple has fallen below the likes of Microsoft, Samsung and Sony? Let us know your thoughts in the comments below.