Page 81 - The Apple Experience

field where I could fill in my response to the following question: “What
would you tell someone when recommending the experience at the Apple

Store?”

The following question was intended to measure the elements Apple

believes are important to the overall customer experience, “When thinking

about your experience at the Apple Store, how would you rate your

satisfaction with the following aspects?”

 Store employees were friendly and made me feel welcome.

 I was assisted in a reasonable amount of time.

 I was given the personal attention I wanted.

 Store employees were knowledgeable about products and services.

 The checkout process was efficient.

The final question is also meant to evaluate the efficacy of the feedback

loop, “Which of the following benefits, if any, have you heard of at the Apple

Store (select all that apply)?”

 Personalized setup of your new Apple product

 Free workshops, including hands-on classes

 Technical support and repair services at the Genius Bar

 One to One program

 A dedicated business team

 The Apple Store app for the iPhone
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Apple Store employees realize that each of these store elements improves

the quality of the customer experience. They are trained to make sure the