
AForrester Research recently published its consumer experience index for the year 2010, outlining the profile of the 133 best companies that provide services or manufacture products in the United States and other countries. Although it was ranked 35th, Apple was the company that scored the best in shopping experience compared to other competitors in the computer market, ahead of HP (its closest rival, in 62nd place) and Dell (97th place), among others.
In the service area, however, the iTunes Store (which secured 46th place) did not have a very positive approval and lost to several other online stores, including eBay (14th place), Amazon (4th place) eBarnes & Noble, which secured the best place on the table at Forester Research. The index was based on a survey conducted with 4,653 people in the United States, suggesting that there are several sectors of the economy offering good customer service, especially in the e-commerce business.
However, there are some categories of companies that have not yet been able to show improvements in their services and products, including medical assistance, internet providers, cable TV companies and, mainly, mobile phone operators. Putting the US telecoms in evidence, it was possible to conclude that AT&T (Apple's partner for the iPhone) is among the worst, with a lower customer satisfaction from Verizon and T-Mobile, for example.
(via Electronist)