Great question in Apple quality survey
Just completed a survey for Apple regarding the quality of the repair service for my Mac. One question in particular caught my attention –
What aspect of your repair experience had the greatest impact on your responses to this survey?
Isn’t that pure genious? All that questions they also asked like how quickly the laptop was repaired, etc might not really represent what is important for me and thousands of other customers.
For example, why try to increase the speed of repair if majority of customers would indicate that all they care about is when they are updated about the state of repair in a timely fashion?
If asked directly to rate the speed of the repair, they can answer that it was not good, for a higher level manager such answer might indicate that there is a problem. But the manager in this case thinks that he knows what’s important for the customer when in fact without that additional question in the quote above he doesn’t have any clue.
What seems obvious might easily be wrong.
