Is Apple’s customer satisfaction slipping?
With an incredibly popular profile and a customer-focused
outlook are Apple slipping in their customer satisfaction stakes?
Positive word of mouth for Apple? Not in this case….
I recently bought an iPod Shuffle on the express recommendation
of the retailer who insisted that if I was buying purely for
running (which I was), this was the only product to consider. I
love it. I then made my way to buy new running shoes - Nike.
Excellent, I thought - I can get that gadget that fits in my shoe
and connects to the iPod to tell me how far I have run. So I bought
the shoes, only to then discover that the two are not compatible -
I needed to buy a Nano... so the product designed for running does
not work with the running shoe.
By chance I then received a survey from Apple, enquiring about
my recent purchase and, coincidentally, whether I had tried the
Nike gadget. So I sent feedback to the above effect - i.e. isn't it
a bit pointless to have a running product that doesn't work with a
running product? 'Thank you for taking the time to complete our
survey', said Apple. Silence. I have heard nothing since. Next time
I won't bother wasting my time filling in their survey, since they
don't take the time to show me I'm a valued customer by
acknowledging my comments. I might have even bought a Nano. Not