In an annual customer experience survey conducted by Forrester Research, Apple has, for the first time, fallen behind rivals Samsung, Sony and Microsoft.
The survey measures customer experience, which tries to quantify difficult-to-define criteria based on how a customer feels about their interaction with the company. Forrester queried 7,500 consumers about their retail and customer support experiences and used the responses to assign each company a customer-experience index score.
The survey asks customers to rate companies on the following criteria:
According to the survey, Apple still scored a 'good' rating, and has slightly improved on its score in 2013, but is facing stiff competition thanks to much improved scores from rivals Samsung, Sony and Microsoft. Amazon remains the clear winner, and is the only company listed to score in the 'Excellent' category.
Source: Wall Street Journal