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Consumer Reports: Apple outshines rivals once again in customer support

Published Apr 30th, 2013 8:45AM EDT
Apple Customer Support Ranking

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Apple consistently ranks No. 1 in user loyalty and repeat business surveys, and one reason among many is the industry-leading technical support it provides its customers. Consumer Reports released the results of its latest survey of computer technical support this week and it found that Apple was ranked at the top once again. Even more impressive, perhaps, is the fact that Apple topped its score from last year, when it also lead the pack by a sizable margin.

“The company scored far higher than the other big companies for the elements that make for successful online and phone support: ease of contacting staff, clarity of advice, technical knowledge, patience, and time for follow-up,” Consumer Reports noted.

Where Windows PC vendors are concerned, Consumer Reports said there is plenty of room for improvement. “24 to 40 percent of respondents who sought phone or online help from makers of Windows-based computers said the staff’s patience, knowledge, or clarity was fair at best,” the buying guide said.

Zach Epstein
Zach Epstein Executive Editor

Zach Epstein has been the Executive Editor at BGR for more than 10 years. He manages BGR’s editorial team and ensures that best practices are adhered to. He also oversees the Ecommerce team and directs the daily flow of all content. Zach first joined BGR in 2007 as a Staff Writer covering business, technology, and entertainment.

His work has been quoted by countless top news organizations, and he was recently named one of the world's top 10 “power mobile influencers” by Forbes. Prior to BGR, Zach worked as an executive in marketing and business development with two private telcos.