Apple Wins CNET/ZDNet Customer Satisfaction Survey

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In the first of its kind, CNetis 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 todayis 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, Appleis senior vice president of Service and Support. "Weire delighted to receive recognition from ZDNetis 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).

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