A survey of 5,129 readers of Macworld magazine readers found that those with computer problems rated Apple’s retail stores high on courtesy, resolution of the problem and knowledge, but low on promptness. Among those reporting problems, 34% took their computer to an Apple store, 29% to an Apple authorized service provider, 25% telephoned AppleCare, 23% fixed it themselves, and 15% shipped it directly to Apple. The respondents also rated authorized service providers low on promptness for resolving problems.
Those surveyed rated the store on a scale from four (best) to one (worst) on: resolution of problem, promptness, courteous service and knowledge of problem/good advice, as shown in this chart:
Download (pdf) the full results here.
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