Recent research by Consumer Reports with its readers, which addresses support from computer manufacturers, has put Apple at the top. And that was not all: in addition to being # 1 among manufacturers, something that is repeated year after year (1, 2, 3), Ma achieved an even better score than the one achieved in 2012.
The survey data is closed to subscribers, but the Macworld got some information. To start with, Apple stood well ahead of Lenovo, ASUS, Dell, Toshiba, Hewlett-Packard / Compaq and Acer / Gateway / eMachines. To get an idea of the distance between them, Ma got an 86/100 score (with a “very satisfied” rating), while Lenovo scored 63/100 (“reasonably satisfied”).
When it came to problem solving for CR readers, the Cupertino firm managed to achieve an 82% rate. Second place Dell was able to solve “only” 61% of the problems that arose.
Apple was also the only manufacturer to do well with phone and online support. While she achieved a high score (unspecified), competitors registered very low scores in these areas. Genius Bar, a support area within Apple Retail Stores, also achieved a very good score (88% of problems solved) while similar solutions received an average of 70% approval.
The data are for January 2013 and cover technical support for desktops and notebooks during the last 12 months leading up to the survey.