Another Gold Star for Apple Customer Service

1999–2004January 12, 2000Macs Only!Internet
From Dana Baggett, a customer service expert for L.L. Bean, Co., "Apple appears serious about improving its customer service. They have hired an independent firm - prognostics.com - to gather feedback from folks who have had experience with Apple customer service. One question is what non-computer firm do you think has "world class" customer service. Another is what would you tell Steve Jobs in a five minute conversation that Apple could learn from such a company. You don't ask for this kind of feedback unless you have a interest in improvement.

Another example of how Steve is bringing TQM into Apple's management. Lots of CEOs talk about it. It seems as if Apple is doing it. But, it takes a while to do it right. But, my experiences seem to indicate Apple is getting better."

Voice of the Apple Customer survey:

"Dear Dana Baggett,

We would like your participation in a customer survey that will help Apple Computer develop and improve its service and support offerings. We have asked Prognostics, an independent research company, to conduct a customer feedback survey on our behalf. This survey is based on a random sample of recent customer product registrations and your identity will be held confidentially by Prognostics and will not be revealed to Apple without your permission.

Your response is very important and will make a difference in future products and services Apple delivers to its customers. Therefore, we sincerely hope you will take this opportunity not only to provide feedback about your satisfaction level, but also to share your ideas and recommendations on how Apple Computer can improve and better meet your needs.

The actual survey should take approximately 5 minutes to complete and can be found at the URL below.

http://rap.prognostics.com/[xxx]

We would greatly appreciate you taking the time to complete this survey by January 24, 2000. If you experience any difficulties accessing the survey, please contact the survey help desk by email at [xxx]@prognostics.com.

On behalf of Apple, thank you for being a customer and for your participation in this important survey.

Sincerely,

Angie Blackburn
Vice President,
WorldWide AppleCare Support
Apple Computer, Inc."

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