Genius Bar Gets High Ratings, Improves Likely Sales
If you’ve ever made a stop at an Apple Store to get your Mac or iOS device fixed or replaced, you probably know how awesome Apple’s customer service is. Usually Apple employees do their best to fix the problem on the spot, and if they can’t, the most you’ll have to wait is a day or two for a replacement part to be shipped and installed.
Because of Apple’s customer support, 60% of Genius Bar attendees plan to purchase another Apple product according to the NPD Group’s “Tech Services Study”. Almost 90% of customers said that they were “extremely” or “very” satisfied with the Genius Bar. According to MacDailyNews, users said they were most impressed with the Genius Bar because it was a free service. Finally, 53% of the 2,000 customers who participated in the survey also said that they were “extremely satisfied” with their in-store experience at the Apple.
Stephen Baker, the VP of industry analysis at NPD said the following about Apple’s Genius Bar and it’s affecting their sales.
“Tech support is a great service for the consumer, but more importantly it’s a brand-building element for the retailer and manufacturer. People tend to associate any type of tech support as a negative experience, but Apple has demonstrated that those ‘negatives’ can be turned into positive brand experiences and result in a trip back to the store.”
Have you had a good or bad Apple Store experience in the past? Let us know in the comments.