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Apple Wins CNET/ZDNet Customer Satisfaction Survey

Apple Wins CNET/ZDNet Customer Satisfaction Survey

by , 2:15 PM EST, November 2nd, 2000

In the first of its kind, CNet's ZDNet handed down victories to both Apple and Dell as recipients of "Support Star" awards. ZDNet surveyed approximately 25,000 users who were asked to rate the customer and technical support aspects of today's leading computer companies. In an overwhelming series of results, both Apple and Dell received the majority of the votes in all three categories: online support, phone support, and overall customer support.

"Customer satisfaction is extremely important to Apple, so we work very hard to enhance the overall customer experience with our contact centers, and new initiatives like Knowledge Base, which allows customers to find answers to their product questions via the Web," said Sina Tamaddon, Apple's senior vice president of Service and Support. "We're delighted to receive recognition from ZDNet's users for continuing to exceed customer expectations."

To complete the survey, ZDNet created a random-sampling application that presented a pop-up window to 25,506 of their visitors during the 7-day period between July 18 and July 24, 2000. By offering prizes to randomly selected recipients, they inticed people to then fill out the survey (but from the looks of it, successful completion of the survey was NOT required to be eligible for a prize).

The Mac Observer Spin:

This is definitely good news for Apple, though it is to be taken with a grain of salt. Apple's support policies and procedures have been under great scrutiny over the last year or so, and one must wonder as to the validity of these results. It's possible many users saw this as an opportuntity to "vote for Apple" and get their favorite computer maker some press which, of course, worked perfectly.

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