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September 28, 2012

Apple Drops the Ball on Customer Satisfaction

By Brittany Walters-Bearden, TMCnet Contributor

The release of the iPhone 5 has been the subject of much talk since last week, when scores of eager users turned up at Apple (News - Alert) Stores to get their hands on the new technology. While many users report back happily that they are enjoying their phones, there has been a marked decrease in some customers’ satisfaction. 

Since last week, 100 million users have updated to iOS 6, which is, to be fair, a pretty large amount of people. When you take into account the fact that many outside advertisers have also been pushing users to update, the large mass seems less surprising.

The rate of adoption for iOS 6 has been very quick, but be that as it may, customers are not exactly thrilled about it. Overall, many customers report being less satisfied by iOS 6 than iOS 5, a backslide that the company is struggling to justify. 

The rate of customer satisfaction where the iPhone (News - Alert) is concerned dropped by .10, according to a survey conducted by On Device. This decrease has left Apple executives scratching their heads, as the loss in approval in unprecedented when it comes to newer editions of old technologies and devices. It is highly unusual for iOS 6 to be having such a negative impact on the iPhone 5.

Some predict that the decrease in satisfaction is nothing much to worry about, as it is, after all, rather small. Probably, the little dip won’t cause much of a cease-fire in people buying iPhones. Right now, Apple is already in the dog house for its switch from Google (News - Alert) Maps to a map app of its very own that has not been up to snuff. 

Probably, the faulty mapping system is the cause for Apple’s dip in customer satisfaction. Probably, the company will eventually see a net gain in satisfaction, as customers dig into new offerings from Instagram and Siri, among other apps.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Brooke Neuman
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