apple ipad earns poor reputation for reliability and support
DESCRIPTION
It is interesting to note that with all the excitement with Apple IPad, their customers are not very satisfied with it's reliability and support. Both indicators are well below expectations (under 1) and close to the bottom of it's category.TRANSCRIPT
Product Reputation Market Intelligence Report for TabletsPrepared for Gregory Yankelovich, June 09, 2010
Product Name Manufacturer CSI PFS PRS PSS No. ofReviews
Kindle: Amazon's Original Wireless Reading Device (1st generation) Amazon.com 1.44 1.45 0.99 1.00 4994
Sony Reader Digital book - Red (PRS505RC) Sony 1.39 1.43 0.92 0.99 26
Sony PRS-505/LC Blue Digital Book Reader Sony 1.24 1.39 0.98 0.98 156
RCA eBook Reader (REB1100) RCA 1.20 1.33 0.98 0.94 34
Kindle DX Wireless Reading Device (9.7" Display, U.S. Wireless) Amazon.com 1.18 1.31 0.95 0.98 1127
Kindle DX Wireless Reading Device (9.7" Display, Global Wireless, Latest Generation) Amazon.com 1.18 1.31 0.95 0.98 1125
Franklin EBM-901 eBookman (Metallic Black) Franklin Electronics 0.85 1.08 0.93 0.97 58
Apple iPad Tablet (64GB, Wifi) Apple Computer 0.85 1.20 0.90 0.93 66
Apple iPad Tablet (32GB, Wifi) Apple Computer 0.81 1.16 0.89 0.94 76
Franklin EBM-911 eBookMan (Translucent Graphite) Franklin Electronics 0.81 1.09 0.90 0.94 92
As of June 09, 2010 the Tablets category contains metrics for 12 products based on the analysis of 7869 customer reviews
Glossary
CSI (Customer Satisfaction Index) - The Customer Satisfaction Index is an aggregate measurement of the delta between acustomer's expectation of a product and their actual experience with it.
PFS (Product Functionality Score) - The Product Functionality Score measures the gap between customer expectations of a productand their actual experience with it.
PRS (Product Reliability Score) - The Product Reliability Score measures the gap between the customer's expectations of a product'sperformance over its life-cycle and their actual experience with that product. A low reliability score points a Product Manager to potentialproblems in either the manufacturing or packaging processes that can be addressed before the erosion of their brand value begins.
PSS (Product Support Score) - The Product Support Score measures the delta between the customer's expectations of a product'ssupport against their actual experience. Currently it is an aggregate score that measures performance of a channel, delivery, andtechnical support organizations combined.