Apple Japan rose from sixth to second place in the personal computer category in Nikkei BP Consulting’s annual after-sales services survey, reports NE Asia Online. This cuts the company’s customer satisfaction points between it and Dell to 12.5 points from more than 30 points last year. (Dell’s 24-hour, 365-day phone support service backed up by a service history database is very popular.) “Meanwhile, Apple took an entirely different approach from Dell. Its big move was to offer face-to-face service [via a Genius Bar] at Apple Store Ginza, Apple’s first retail store in Japan that opened in November 2003,” NE Asia Online adds.
About The Author
March 21, 2003