Apple service leads customers to buy new devices

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That service left almost all of the 40 percent of Apple owners who took their Apple devices to the Genius Bar very happy. Nearly 90 percent of consumers who used Apple’s tech service said they were extremely or very satisfied. In contrast, top 2 box satisfaction among all consumer service interactions was 78 percent. A major part of their satisfaction came from the fact that only a small percentage actually paid for their service. According to the report, 88 percent of Genius Bar consumers said their service was free compared to 78 percent of all consumers.

I would say this goes for most companies. The problem is not everyone gets the importance of customer service and how it affects future purchases. Apple does.



  • http://twitter.com/johncarneyau John Carney

    Well, they did. I’m a bit concerned about this focus on revenue.

    • http://twitter.com/forty2j Jim McPherson

      As am I. This new retail direction is disturbing. With the $/sq. ft. they collect, why on earth would they need to skimp on service and give artificial incentives to floor staff?

  • http://bobmartens.net/ Bob Martens

    This should be cited up and down toe very suit at Apple. The Apple Store is a unique selling point that ONLY APPLE HAS … trying to gut it, in any way, is ridiculous and dangerous.

    The money they make from the Apple Stores doesn’t just show up in stuff purchase AT the stores, but it shows up in stuff purchase from Best Buy and other retailers, or from Apple’s own Online Store with people knowing, full well, that they will be able to go and get service.

    It is shortsighted and dangerous to view the Apple Stores as only sustaining themselves … they are part of the very fabric of Apple and its turnaround and Steve Jobs saw that.

    Sadly, Tim Cook now needs to prove that he does as well.

  • http://www.johncblandii.com John C. Bland II

    Apple has the best customer service I’ve experienced from any tech company. I feel like there is a relationship there vs “thanks for buying our product!”

    This is one thing Dell never could accomplish, namely because of the online only nature for so many years.

  • Nick Hayday

    I just got my 10 month old iPad 2 replaced free of charge, exactly what would I have had to do to get a Samsung Galaxy exchanged?

  • http://www.facebook.com/benroethig Benjamin Roethig

    Good service = loyal customers willing to spend shitloads of money. bad service = Big Box and Dell. How do people not seem to understand this?