Saturday, November 27, 2010
Byte of the AppleIs Apple's Customer Satisfaction Slipping?
This article taken from businessweek.com discusses a study done by the University of Michigan about Apple and it's customer service. Even though apple is still at the top of the industry it recently tied Dell with a 5% decline fro the biggest drop since last year. The article says that major increase in sales are what is causing the decline in customer service. The company has more then 21 billion in revenue, has grown nearly 400% in sales, and recent demand for mac computers is up 25%. This has given apple a further advantage in market share and made it difficult for their customer service people to keep up. The article also discussed how much of this growth in demand is caused by ipod users switching over to mac computers because of the quality of the ipod.
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This to me sounds like a timing issue. Apple was slow to take on additional employment in customer service while sales were booming. Instead of having these new employees fully trained and ready to combat the increase in Apple customers, these employees were brought on too late. Thus, this article highlights the lag Apple is experiencing.
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