Survey suggests that Apple’s help desk is not all cherry pie

May 9, 2012 18:01 GMT  ·  By

An analysis of 2,379 customer complaints collected during 7,194 National Customer Service Survey interviews between January 2011 and March 2012 has revealed interesting facts about some companies’ support departments, including Apple’s.

Vocalabs reveals that customers of Dell and Wells Fargo, for example, reported quite a few incidents of rude or impolite behavior.  Dell, HP, and Wells Fargo customers were more likely to report being hung up on than customers of other companies.

Interestingly, Apple had the highest frequency of complaints about customer service automation in the computer industry. Verizon and Citi got the same results in their respective businesses.

Peter Leppik, CEO of Vocalabs said “This gives us a look at what’s really bothering customers about their customer service experience,” adding that “reports of rude behavior and customers getting hung up on were surprising.”

Vocalabs offers an executive summary of the data at this address.