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.

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

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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