• Customers Souring on Apples Online Shopping Experience

    by
    Phillip Swanson
    Published on 2012-12-28 12:16 AM
    13 Comments Comments


    Customers appear to be souring on the Apple online retail experience for the first in four years according to a new survey by ForeSee.

    Customers who took the survey feel Apple’s online store has become increasingly difficult to navigate and they feel expanded product lineup is to blame according to Foresee president Larry Freed. Last year Apple scored an overall satisfaction score of 80 this year compared to their score of 83 last year.

    The three-point fall might not seem significant, but last year Apple tied for second place in the survey, and this year they fell out of the top five.

    "Satisfaction with the customer experience, when measured correctly, is the most important predictor of future success, and while Amazon clearly gets it, Apple stumbles from their usual focus on the customer experience. Dell, and JCPenney seem to be struggling to find their way, which could make them extremely vulnerable to competitors." - Freed
    Amazon remained at the top of the online satisfaction heap with a score of 88 out of 100, with LLBean.com (85), QVC.com (84), Esteelauder.com (83) and Newegg.com (81) all finished ahead of Apple. Apple tied for 14th place with the likes of Chicos.com, 1800Flowers.com, and Netflix.com.

    Source: Reuters [via AppleInsider]
    This article was originally published in forum thread: Customers Souring on Apples Online Shopping Experience started by Phillip Swanson View original post
    1. Categories:
    2. iPad,
    3. iOS,
    4. Apple,
    5. Mac,
    6. iPad
    Comments 13 Comments
    1. John Cusimano's Avatar
      John Cusimano - 2012-12-28, 01:47 AM
      I buy my stuff from macmall
    1. Mrteacup's Avatar
      Mrteacup - 2012-12-28, 04:21 AM
      Surveys mean NOTHING.
    1. wolverinemarky's Avatar
      wolverinemarky - 2012-12-28, 04:43 AM
      Quote Originally Posted by Mrteacup View Post
      Surveys mean NOTHING.
      Yea I agree with you there I bought my iPhone and some other products from their site and didnt have any issues navigating. How hard is it to go to store at the top and then pick either Mac, iPhone, iPod or accessories.
    1. fanboyfanboy's Avatar
      fanboyfanboy - 2012-12-28, 05:31 AM
      Quote Originally Posted by wolverinemarky View Post
      Yea I agree with you there I bought my iPhone and some other products from their site and didnt have any issues navigating. How hard is it to go to store at the top and then pick either Mac, iPhone, iPod or accessories.
      You have to remember, there are some INCREDIBLY ignorant people on the planet, remember the article a couple months ago of a lady suing apple because she ran into their glass doors cuz the were "too clean" ...
    1. hogcia's Avatar
      hogcia - 2012-12-28, 07:01 AM
      I love newegg!
    1. Mrteacup's Avatar
      Mrteacup - 2012-12-28, 08:08 AM
      Quote Originally Posted by fanboyfanboy View Post
      You have to remember, there are some INCREDIBLY ignorant people on the planet, remember the article a couple months ago of a lady suing apple because she ran into their glass doors cuz the were "too clean" ...
      Suing plus ignorant people = America

      Not saying that's all Americans but seriously... Way to many people sue attempt suing for crap like that
    1. braunsys's Avatar
      braunsys - 2012-12-28, 10:27 AM
      Quote Originally Posted by John Cusimano View Post
      I buy my stuff from macmall

      Apple's site makes me fell 'unwelcomed' as a customer...
    1. Ambi_Valence's Avatar
      Ambi_Valence - 2012-12-28, 11:55 AM
      Quote Originally Posted by wolverinemarky View Post
      Yea I agree with you there I bought my iPhone and some other products from their site and didnt have any issues navigating. How hard is it to go to store at the top and then pick either Mac, iPhone, iPod or accessories.
      The Apple store is SH-one-T for navigation and search. That's why it's always my last port of call. I want to pop in a term and have the site do all the work for me.
      For instance, go to the store homepage and type in Snow. Don't click a suggestion just press enter. You get one result that is NOT Snow Leopard. Thanks but I'll buy on eBay instead.
    1. trek-life's Avatar
      trek-life - 2012-12-28, 01:15 PM
      I hate customer surveys more than most things on the planet. ESPECIALLY Internet ones
    1. scorpluto's Avatar
      scorpluto - 2012-12-28, 06:48 PM
      My experience with the apple online store has always been good. Hope everyone would have similar experiences.
    1. recognition's Avatar
      recognition - 2012-12-28, 10:04 PM
      Quote Originally Posted by Ambi_Valence View Post
      The Apple store is SH-one-T for navigation and search. That's why it's always my last port of call. I want to pop in a term and have the site do all the work for me.
      For instance, go to the store homepage and type in Snow. Don't click a suggestion just press enter. You get one result that is NOT Snow Leopard. Thanks but I'll buy on eBay instead.
      Why do you not click the suggested searches?

      The first 4 suggestions are Snow Leopard.

      If you ignore the suggested search and hit 'enter' as you have said, then it appears the Apple store assumes you do not want a snow leopard search result as you already ignored 4 suggestions!

      You're making it difficult for yourself lol!
    1. buggsy2's Avatar
      buggsy2 - 2012-12-28, 10:06 PM
      Quote Originally Posted by hogcia View Post
      I love newegg!
      Newegg sells, what, 100 times the variety of items as apple yet its search and reviews are superior to apple.
    1. Ambi_Valence's Avatar
      Ambi_Valence - 2012-12-28, 10:09 PM
      Quote Originally Posted by recognition View Post
      Why do you not click the suggested searches?

      The first 4 suggestions are Snow Leopard.

      If you ignore the suggested search and hit 'enter' as you have said, then it appears the Apple store assumes you do not want a snow leopard search result as you already ignored 4 suggestions!

      You're making it difficult for yourself lol!
      You're missing the point. The search function is so poor that it can't bring up SL when you only type Snow. It's not the only search that fails. I'm pretty sure without too much effort I could further prove the point.

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