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Apple to Fall Out of the Top Five in Online Consumer Satisfaction Survey

For the first time in four years, Apple’s online store has lost its shine among consumers. According to ForeSee’s annual Holiday E-Retail Satisfaction Index, Apple’s online store has fallen out of the top five, hitting its lowest consumer satisfaction index in four years (via AllThingsD).

Apple Store
While we don’t know the exact reason for the sudden drop, one thing is certain: Apple’s retail section has suffered some changes in 2012: earlier this year, John Browett was ousted, due to his mistakes and embarrassing moves, which the research firm has suggested have affected Apple’s online store and consumer satisfaction.

ForeSee surveyed 24,000 consumers between Thanksgiving and Christmas, and as the below image shows, Apple’s consumer satisfaction decline is one of the biggest declines over time.
ForeSee survey
The survey measures four elements of consumer satisfaction: Merchandise appeal; competitiveness of price; website functionality; and website content. Of these elements, the survey shows website functionality is the top priority for improvement for the Cupertino company.

“The luster of Apple is fading a bit,” Larry Freed, president and CEO of ForeSee told AllThingsD.com. “Keeping up with consumer’s rising expectations of the online customer experience is no easy task, but not keeping up can lead to decline in loyalty, word of mouth and revenue growth. In particular, even though Apple gets top dollar for their products, price is an area weakness for the company when it comes to satisfaction. Apple’s site might be due for some changes, and the usefulness, convenience and variety of features on the site presents the biggest opportunity for Apple to improve the customer experience.”

Technology enthusiast, rocker, biker and writer of iPhoneinCanada.ca. Follow me on Twitter or contact me via email: istvan@iphoneincanada.ca

  • Jh

    Holy sheep shit the sky is falling

  • BrodieTheDog

    I would have to agree with this. I used to be amazed by apples customer service. Both online and in their retail locations. Over the past year I have actually had a couple of the worst customer service experiences I’ve ever had. The first being an issue with the techs breaking an otter box case on an iPhone 4S at the oak ridge location and the manager telling me there is nothing they can do about it. Totally unprofessional. I finally was compensated more than fairly when I spoke to and executive in Texas. But it took pulling teeth so to speak.

    Then I bought an iPhone 5 and I’ve had it replaced multiple times at several locations in Vancouver and the lower mainland. Needless to say that I’m still having issues and have all but given up trying to resolve them.

    I could go on. Long story short. I Agree apples customer support has gone to the wayside.

  • KJ

    I’ve never had a problem with apple least I store. My lock button stopped working one iPhone 5. I went to the apple store in Calgary at chinook mall. I was served right away and within 10 mins they gave me a brand new phone…you can’t blame apple just because of a bad experience…they can’t control how each employee acts toward a customer….often I find people treat the staff like shit in actuality