Apple beat Dell and HP in satisfaction with phone-based technical support, according to a study conducted by Vocal Laboratories Inc. (Vocalabs). In interviews conducted with 1,147 consumers immediately following a support call, 58% of Apple customers reported they were “Very Satisfied” with the call, compared to 46% of Dell customers and 43% of HP customers.

This ongoing, independent research is underwritten and conducted by Vocalabs to benchmark industry trends in customer service. Results are for the year ending May 31, 2009.

The study found that customers from each company are generally satisfied with hold times and agent professionalism. In contrast, there was a significant difference in the percentage of customers who reported their problem was solved: 53% of Apple customers reported their problem had been resolved on the call, versus 45% of Dell customers and only 39% of HP customers.

“Electronics are among the most complicated and expensive products consumers buy, and support is an important part of the package,” said Peter Leppik, CEO of Vocalabs. “This data reveals that there is a real difference in satisfaction with the technical support provided by leading providers.”

Download a summary at http://www.vocalabs.com/Press. The full data set is available to Vocalabs clients.

Background

Vocalabs' Service Quality Tracker^SM compares the customer service quality at competing companies using survey data and call statistics. Current research covers computer technical support and mobile phone customer service.

Methodology

Consumers participated by calling an alternate toll-free phone number to reach a company’s technical support. Immediately after the call, selected consumers were called by Vocalabs and interviewed about the support experience.

About Vocalabs

Vocal Laboratories Inc. (Vocalabs) helps leading brands improve customer service by collecting timely, actionable feedback about customer service quality. We interview customers immediately after a customer service call, retail store visit or IVR interaction while the memory of the experience is still fresh. Using our powerful reporting and analysis tools, clients discover and share insights to improve business decisions. Vocalabs’ award-winning services include live-agent surveys and usability testing for speech recognition and IVR systems. Learn more at www.vocalabs.com.

Photos/Multimedia Gallery Available: http://www.businesswire.com/cgi-bin/mmg.cgi?eid=5995271&lang=en