Apple gets an F in new ease of customer access rating
Today the gethuman team releases our first report card on the gethuman 500, rating each of the most commonly called 500 organizations on customer service telephone systems.
The gethuman standard specifies how customer service phone systems should work. This standard was developed over the past few months, with input from thousands of consumers.
Following are the ten items that consumers want the most and not providing them is a major irritant:
1. Don't make it difficult to connect to a human.
2. Don't disconnect on errors-- connect to a human.
3. Provide humans that I can understand and that don't have heavy accents.
4. Don't waste my time and confuse me with verbose prompts.
5. Do not advertise to me.
6. If I have to wait in a queue for a human, tell me what the wait time will be.
7. If I provide information to the IVR, don't ask me to repeat it to the human.
8. Don't attempt to entertain me with a persona.
9. Ask me occasionally what I think of your service.
Odd.. Anytime I've called Apple, 3-4 times (sales department) and 1 time tech support, I had North Americans with fairly understandable accents and didn't have to wait online too long or push too many buttons. That was some 14 months ago. Maybe things have gone downhill since..?
Hmmm... I don't remember having any problems getting a human at Apple's support, sales, or client services phone numbers and I certainly didn't get anyone with a bad or heavy accent. I remember getting someone with a bit of a Texas accent at Adobe's phone support, but it was entertaining more than anything. I love a good Texas or southern accent.