Vocalabs' Study Shows HP Improved Problem Resolution While Sustaining Gains in Call and Agent Satisfaction
Apple continues to dominate in customer satisfaction with technical support, widening its lead over Dell and HP, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). Apple posted an 8 percentage point gain in call satisfaction in 1H 2010 compared to 2H 2009, and a 6 percentage point improvement in agent satisfaction. Apple now leads Dell and HP by more than 20 percentage points on these key service metrics.
HP also posted impressive gains during the first half of the year, improving problem resolution and reducing hold times. Fifty-two percent of HP customers said their problem was resolved on the call, up 8 percentage points from 2H 2009 and 12 percentage points year over year. HP also sustained last year's gains in call and agent satisfaction.
Apple customers remain the most satisfied among those surveyed. In telephone interviews conducted immediately following a tech support call during 1H 2010, 66% of Apple customers said they were "Very Satisfied" with the company overall, compared to 44% of HP customers and 43% of Dell customers.
About This Research
The National Customer Service Survey (NCSS) compares customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered. Current syndicated research covers computer technical support and mobile phone customer service. Results discussed here are based on 2,112 interviews conducted between January 2009 and June 2010.
A free copy of the Executive Summary is available for download here. To subscribe to the full data set or to schedule an executive research briefing, contact Vocalabs at inquiry@vocalabs.com, 952-941-6580, ext. 206.
About Vocalabs
Vocalabs helps leading brands improve customer service by collecting timely, actionable feedback about customer service quality. We interview customers immediately after a support call, retail store purchase, or website visit while the memory of the experience is still fresh. Using our powerful reporting and analysis tools, clients discover and share insights to improve business decisions. Learn more at www.vocalabs.com.
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Contacts:
Vocalabs
Emily de Rotstein, 952-941-6580 ext. 206
ederotstein@vocalabs.com
