Apple iPhone, iPad, Mac) (US)

Technology Retail in the US

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Apple iPhone, iPad, Mac) overall Effort Score

last Quarter

Sector Effort Score benchmark

last Quarter

Brand analysis

Apple completes another quarter at the top of the Technology Retail in the US table, despite losing -1 points in its Overall Effort Score wave on wave.

Just one point separates Apple with three brands in joint second place – Samsung, Amazon and Best Buy.

Looking at the component pillars, all four scores are moving in the wrong direction this wave for Apple. Style of Communication, Knowledge & Expertise and Valuing the Customer are all down -1. Speed of Resolving Problems is down by -2.

Style of Communication

last quarter

53% say the politeness of their customer service agents is 'excellent'

51% rate the ability to communicate with them in their chosen language (other than English) as 'excellent'

Knowledge & Expertise

last quarter

48% rate the expertise of the customer service agent as 'excellent'

48% rate how well the customer service agent understood their particular problem or question as 'excellent'

Valuing the Customer

last quarter

47% rate this brand as 'excellent' for how they made them feel valued/important as a customer

45% say the range of solutions or options that were suitable was "excellent"

61% say they were 'very satisfied' with the outcome of their communication or contact

Speed of Resolving Problems

last quarter

45% rate how easy it was to find the information they wanted on the website/app as 'excellent'

50% rate how they were able to achieve what they set out to do, or resolve their issue, with the first agent they contacted as "excellent"

45% rate how quickly they were able to achieve they they set out to do, or resolve their issue as 'excellent'

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Apple iPhone, iPad, Mac) (AU) in Australia

Apple iPhone, iPad, Mac) (UK) in the UK