Why Do Apple Customers Love The Genius Bar? It’s Free

Why Do Apple Customers Love The Genius Bar? It’s Free

“I got this.”

If you’ve owned an Apple device for any extended period of time — whether it’s a Mac or iOS device — you’ve most likely encountered the Genius Bar at the back of every Apple retail store, where friendly, fresh-faced youths in blue t-shirts diagnose your problems and quickly provide a fix. Apple is one of a small few companies that offers such a terrific service, and according to a recent study, 90% of its customers love it.

NPD Group has found that one in ten Apple customers are more likely to purchase another Apple device following their tech support experience at the Genius Bar, while 31% of respondents said that they gained a better perception of Apple after getting help with a problem device.

Of the 40% of Apple customers who have taken devices to the Genius Bar, an incredible 90% came away “extremely” or “very satisfied” with the service they received. When taking all respondents into account — not just the Apple customers — 78% said Apple’s service ranked above that of its rivals.

But what makes the Genius Bar and Apple’s customer service so great?

Well, according to NPD Group, the thing customers love most is that the Genius Bar itself is free. According to its study, 88% of happy customers said that they didn’t pay a penny for their Genius Bar service.

  • Lars Pallesen

    “Of the 40% of Apple customers who have taken devices to the Genius Bar, an incredible 90% came away “extremely” or “very satisfied” with the service they received.”

    I wonder how these incredible customer satisfaction numbers are gonna look after another year or two with John Browett in charge of Apple Retail? Hmm.

  • davidgoscinny

    I wonder how these incredible customer satisfaction numbers are gonna look after another year or two with John Browett in charge of Apple Retail? Hmm.

    His time at Apple (hopefully short) will end up hurting their image much more than they can imagine. Just fire the guy already!

About the author

Killian BellKillian Bell is a staff writer based in the U.K. He has an interest in all things tech and also covers Android over at CultofAndroid.com. You can follow him on Twitter via @killianbell.

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