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Apple Falling Behind in Customer Service Reveals Survey

As Apple continues to break sales records every quarter, the quality of the company’s tech customer support is dropping.

According to a latest The National Customer Service Survey report, Apple continues to score exceptionally well but in some areas it was falling behind its competitors like Hewlett Packard and Dell.

In the survey, which involved interviews with 4,161 customers between May 2008 and June 2011, during the first six months of 2011 58 percent customers were ‘Very Satisfied’ with Apple’s phone based technical support, a drop of 15 percentage points over last year.

The study (opens in new tab) reported that whopping 77 percent customers were ‘Very Satisfied’ with Apple’s live-person support calls. However, customers were not pleased with the automated part of the support call. Only 24 percent customers were ‘Very Satisfied’ with Apple’s automated support while Dell and HP had 36 percent and 40 percent customers ‘Very Satisfied’ with their automated support respectively.

“Apple used to be well ahead of the pack in tech support," said Peter Leppik, CEO of Vocal Laboratories, the company which conducted the survey.

"Now it would be fair to say that they are merely at the front of the pack. Apple used to lead on nearly every metric for support quality. Now there are several metrics where Apple is tied with its competition, or even trails." he added.

Ravi Mandalla was ITProPortal's Sub Editor (and a contributing writer) for two years from 2011. Based in Ahmedabad, India, Ravi is now the owner and founder of Parity Media Pvt. Ltd., a news and media company, which specializes in online publishing, technology news and analysis, reviews, web site traffic growth, web site UI. Ravi lists his specialist subjects as: Enterprise, IT, Technology, Gadgets, Business, High Net Worth Individuals, Online Publishing, Advertising, Marketing, Social Media, News, Reviews, Audio, Video, and Multi-Media. He has also previously worked as Dy. Manager - IT Security at (n)Code Solutions.