Research firm claims Apple’s customer care efficiency fell drastically in Q2 2015

According to a new report out of market research study firm StellaService, Apple’s homeowner service deviated for the even worse throughout the second quarter of 2015. The company, who establishes its information by tracking and examining online sellers on a day-to-day basis, declares that Apple is now ranked 25th in regards to client service amongst the companies it profiled.

Retailer L.L.Bean ranked first, while Apple retail head Angela Ahrendts’ former company Burberry ranked 7th. In the “electronics/media” category, however, Apple was the only surveyed company to place.


In regards to online shipping, Apple fell to 14th place this year, although its shipping satisfaction time fell from 3.1 days in 2014 to 2.6 days this year. Same-day shipping also improved for the company this year. StellaService’s criteria for shipping is based on appropriate product fulfillment, the checkout procedure, shipment time, package tracking capabilities, and damage throughout shipping. Apple is also ranked 14th in terms of returns, which is based on the time and ease of the return process.

Perhaps most especially, Apple did not rank in the top 25 when it concerns phone, e-mail, and chat customer support. Chat wait times enhanced to 63 seconds this quarter, up from 34 seconds last quarter. Apple’s typical 63 2nd wait is 20 seconds slower than the sector average. Chat availability was 100 percent, although resolution rates fell from 97 percent to 94 percent. For phone service, wait times increased to 121 seconds with a resolution rate of 99 percent. That’s still 7 seconds quicker than the segment average (by means of AppleInsider).

One thing that might potentially practically totally invalidate Apple’s decline in rankings this year is that Stella recently modified its benchmarking procedure, so this report, especially the rankings, ought to be taken with a grain of salt. Although, the certain wait time and success rate numbers were untouched by that modification. During Q4 2014, Apple ranked third overall in delivering speed.

Apple’s customer support has long been a point of pride for the company, however as it remains to grow, staying up to date with client service gets harder and harder, particularly with the launch of new products like Apple Watch.

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