Amazon Provides Best Technical Support

We examined the service and support delivered by the following technology providers:

  • Amazon (e.g., Kindle, Kindle Fire, Kindle Fire HD, Amazon Prime)
  • Apple (e.g., iPhone, iPad, iTunes, iCloud, MacBook)
  • Google (e.g., Search, Google Docs, Gmail, YouTube, Google Play, Google Drive)
  • Sony (e.g., PlayStation 3, PlayStation 4)
  • Microsoft (e.g., XBOX, WINDOWS, MSOffice, and Skype)
  • Nintendo (e.g., Wii, Wii U)
  • Samsung (e.g., Galaxy Phones, Galaxy Tablets, Galaxy Note)

We asked consumers who had recent service or support experience to rate those vendors in two areas:

  1. Thinking about your recent customer service or technical support experience from these companies, how would you rate the end-to-end experience from your first attempt to get help until your issue was resolved?
  2. How would you rate the overall quality of online resources provided by these companies for end user support (e.g., websites, chat, contact us, FAQs)?

As you can see in the graphic below, less than half of consumers rated any of the companies “excellent.” Some other tidbits:

  • Amazon.com is on top for end-to-end service as well as for its online resources.
  • Apple provides the second best end-to-end service, but the worst online resources.
  • Google is next to the bottom in both categories.
  • Microsoft is the lowest scoring for end-to-end service, but third from the bottom for its online resources.

1407_TechSupport1

The bottom line: Consumers could use better support for their technology.

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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