Tag: customer satisfaction

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Katie Couric asks: Are you satisfied? Apparently, the answer is yes for US Consumers

When Katie Couric asks, “Are you satisfied?” what’s your answer? (Thanks to Jane for the link and info…)

“An annual survey recently said that most of us are – at least when it comes to being consumers. The report on consumer satisfaction found that Americans are generally happier with products than they were last year.

“As flyers are filing more and more complaints, Katie Couric says that the airline industry could learn a thing or two from the fast food business, where corporations allow you to have it your way.” 

It sounds like Ms. Couric is referring to the quarterly ASCI report that came out in late May.
The American Customer Satisfaction Index (ACSI) is an evaluation of the quality of US consumer products and services, updated quarterly…

“After a year of stalling and falling, the American Customer Satisfaction Index (ACSI) reverses course and registers its first gain in a year. The Index jumps 0.4% to 75.2 on ACSI’s 100-point scale, according to the quarterly release today.

“Southwest Airlines, AT&T, Pizza Hut, McDonald’s Gain; US Airways, Continental Airlines, Sprint Nextel, Comcast Tumble…”

The views on airline customer satisfaction are supported by the North American Airline Study in the report from J.D. Power today, noting that rude employees top reason for airline dissatisfaction…

More at Katie Couric’s Notebook: Customer Satisfaction.

Also see these links on the http://www.sun-sentinel.com/ site…

Tags: J D Power, Katie Couric, customer satisfaction, ASCI.

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Safari: an update on managing Apple Software Update items

In an update to my post No Safari option for me on Apple Software Update, thanks (as always) to Microsoft MVP Blake Handler for this update.

Dan Cunningham documented how to disable this update….

Offered as an FYI, YMMV, as modifying the registry (if you don’t know what you’re doing) may not be wise.

“This is also going to be a problem in corporate environments, where end users have a bit of freedom. I know of numerous companies that don’t “allow” Quicktime or iTunes, but don’t have the ability to prohibit the installation (bet you’re wishing you didn’t give your user’s local Administrator privileges now huh?).

“So I decided to do a little research into ASU and see if it can be locked down in any way. Well there doesn’t seem to be any ability to lock down through Group Policy, but I did find that a specific REG_MULTI_SZ value in the registry can effectively disable the Safari update. I don’t know if this applies solely to Safari 3.1, or any future versions, but it’s worth implementing anyway. Save this text to a .REG file:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Apple Inc.\Apple Software Update]
“Update_Ignore_List”=hex(7):30,00,36,00,31,00,2d,00,34,00,35,00,31,00,36,00,00,\
00,00,00

This sets Update_Ignore_List as a REG_MULTI_SZ to “061-4516″. This is the update code for Safari. For companies that need Quicktime to be updated, but don’t want iTunes to be installed, you can also add “061-4270″ to the list:

Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\Software\Apple Inc.\Apple Software Update]
“Update_Ignore_List”=hex(7):30,00,36,00,31,00,2d,00,34,00,35,00,31,00,36,00,00,\
00,30,00,36,00,31,00,2d,00,34,00,32,00,37,00,30,00,00,00,00,00

Anyway, hope this helps someone!

Tags: Microsoft, Apple, Macintosh, Safari, customer satisfaction.

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No Safari option for me on Apple Software Update

It’s a busy season, and it’s taken a toll on my ability to post this week.  But a canceled meeting and I pop up my head for lunch as well as a look at the RSS feed for news…

So, it’s interesting to note the news today: looks like the mood changed at Apple related to Safari (pushed to customers without Safari initially installed) on Apple’s Software Update.  I found that in a ping from Apple Software Update today (in support of my QuickTime installation), I’m no longer offered Safari.  See Live Search News for more today…

After complaints, Apple tweaks Software Update for Safari

Following a storm of criticism, Apple has changed its Software Update software to mark a distinction between new programs, such as its Safari on Windows browser, and updates to existing ones.

Now, Apple’s Software Update has two separate boxes, one labeled “New Software” and the other labeled “Updates.” Before Safari 3.1 was under the “Updates” box and there was no “New Software” heading.

An Apple representative told Computerworld that the change was done to distinguish new software from updates but declined to say whether it was in response to criticisms or whether Apple may leave the “New Software” box unchecked, as Mozilla’s Dotzler suggested.

MacNN also noted the change, saying that this move of releasing a new version of Apple Software Update utility for Windows to v2.1 “addresses an earlier policy of Apple, under which Safari 3.1 would be pushed to Windows users whether they wanted it or not, as if they had already downloaded the application previously. Some have accused Apple of trying to artificially improve the distribution of the Safari web browser in the Windows sphere.”

Of course, I’m still offered to install “QuickTime+iTunes” even though I don’t have iTunes installed. 😉

Tags: Microsoft, Apple, Macintosh, Safari, customer satisfaction.

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Sony offers customers a way to “opt out” of trial ware and applications on new TZ notebook PCs for free

Breaking: Sony Won’t Charge $50 To Remove Bloatware | Gadget Lab from Wired.com


Peter Sayer of infoWorld noted noted in an article yesterday that Sony initially offered to remove some of the trial software installed on new laptops for a fee…


“Buyers of the configure-to-order versions of its Vaio TZ2000 and Vaio TZ2500 laptops can opt to have Sony remove the some of its own applications, in addition to trial software and games.  The “Fresh Start” option, billed as a software optimization, costs $49.99, and is only available to customers choosing to pay an additional $100 to upgrade the operating system to Windows Vista Business from the Windows Vista Home Premium edition offered as standard.”


Fast forward 24 hours and now Wired reports on the gadgets blog that Sony reversed the plan to charge to remove pre-installed applications from the TZ-series of Sony notebooks.  Sony now makes the opt-out option free when customers select the Windows Vista Business Edition.  Says Wired’s Rob Beschizza…


“Earlier today, PC World reported that Sony would charge $50 for a configuration option called “Fresh Start,” which would not include the bloatware. When contacted by Gadget Lab, a spokesperson for Sony said that the company will now remove that charge.



“There will be no charge for Fresh Start,” said the spokesman.”


IMHO, impressive that Sony listened to customer and press feedback and responded by revising the offer.  I see this is another example of PC companies responding to customer requests to provide a sleek and streamlined experience free of software that may impact customer satisfaction with their new purchase.  Dell’s Michelle Pearcy, WW Client Software Manager noted that Dell would respond with options for customers requesting “No Bloatware, Please”… 


“Our goal is to provide useful pre-loaded software to our customers that want it, while giving intuitive options to customers that don’t.  We’ll stay focused on finding that balance.”


Ultimately, as noted in Dell & Bloatware, 2007, Dell started to offer an opt-out configuration of Dimension desktops, Inspiron notebooks and XPS PCs in response to customer demand. Pearcy continued…


“This means when you configure a system on Dell.com, you have the option of choosing “No software pre-installed” for things like productivity software, ISP software and photo and music software. On most XPS systems, the no software options are the default choice.”


Tags: computers, Sony, Dell, Michelle Pearcy, support, customer service.

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Get some satisfaction: article notes that “complaints can pay off with several basic steps”

NJ.com (The Times site) has an article this week, How to Get Some Satisfaction Customer complaints can pay off with several basic steps by Greg Saitz… 

“It’s likely almost every adult resident of New Jersey has felt stepped on and ripped off, insulted and ignored, bullied and browbeaten by a business or service provider.

“It’s amazing how so many businesses turn a deaf ear to things,” said Herbert Rotfeld, a marketing professor at Auburn University and editor of the Journal of Consumer Affairs. “I blame the impersonalization of things.”

Saitz writes that consumers have options and outlines the ways to complain, in a step-by-step format which he notes “should not only get a company’s attention, but also get results.”

I agree – and think that it’s a good list. 

“These suggestions come from Rotfeld; Susan Grant, director of consumer protection at the Consumer Federation of America; Bob Russo, president of the Consumers League of New Jersey; the National Consumers League and Consumer Action, a group based in San Francisco.

1. Take a deep breath and figure out what it is you want to say. Collect all the pertinent information [and have it available… and] find out what your rights are for the particular situation by calling a consumer rights group or governmental agency.

2. Make the call or write the letter/e-mail, but keep your cool.  Don’t yell…  But if you’re not getting anywhere with a rep, ask for their boss.

3. Go in person.

4. Go to the top. When sending a letter, direct it to the chief executive, president, etc.

5. Keep copies of everything. 

6. Turn up the heat. If you’re not getting anywhere with the company, file complaints with the Better Business Bureau, the state Division of Consumer Affairs or applicable regulatory agency.

For more, see my post on how to complain (and get results), in which I include a link to an article in the Seattle Times, “Firing of an e-mail? Make sure of your aim,” which offers a look at how an email exchange that lacks clarity can raise someone’s ire. (This was a response to my blog posting on emailing Steve Jobs.)

“I have seen my share of letters and emails on various issues and problems (even some notes of appreciation), some that are forwarded to me by execs to be routed to the right people in the product groups. I thought about what goes into a good email or snail mail note.

“So here are a few tips I thought of this morning while the kids were happily eating their breakfasts and watching mindless cartoons.”

Enjoy.

And read these ways to help when your trying to get service in a retail shop setting.

Tags: Microsoft, support, customer service,  customer support.