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Study: Apple leads in phone-based tech support

by Peter Cohen, Macworld.com  

Vocal Laboratories has published the results of a study that shows Apple leads other PC makers in telephone-based tech support. The study said that 58 percent of Apple customers reported that they were “very satisfied” with the results of their call, compared to 46 percent of Dell customers and 43 percent of HP customers.

The study determined that customers of each company were “generally satisfied” with hold times, the ease with which they reached a person, and the professionalism of the customer service personnel with whom they worked.

But Apple shone when it came to actually solving the problem, compared to the competition—53 percent of Apple customers reported their problem had been resolved on the call, while 45 percent of Dell customers and 39 percent of HP customers reported the same.

The Vocal Laboratories study featured 1,147 consumers surveyed immediately following a support call. The results cover the year ending May 31, 2009.

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