Concerns that getting an answer from the company might be difficult if the product doesn’t work as it should also come into play.Īpple neutralizes this anxiety through its customer service, letting clients know that for any product they buy, they’ll receive the support they need to its fullest. One of the most frequent reasons customers don’t purchase something – especially an expensive or unique product – is anxiety about whether or not it will work as it should. Whether you run a technology business or have an unrelated brand and want to learn from Apple’s amazing success, the factors below can help you improve your customer loyalty and retention: 1. By understanding why and how Apple achieves high customer loyalty, you can create a process that improves customer satisfaction in your own company. It’s the result of an incredible focus on delivering a great product and an exceptional experience to customers – something Apple, as the world’s largest tech company, has turned into a streamlined process.Īpple’s Net Promoter Score is very high for a company in its industry, but it’s not unattainable for other brands.
Understanding what lead to Apple having such a high NPS can give you an idea of what you could focus on to achieve similar results.Īpple’s NPS score isn’t a coincidence, after all. And if they do the latter, it’s safe to assume those people are loyal customers. The score showcases how many people are happy with your brand, and how many actually promote it. Why is Apple’s Net Promoter Score important, you ask? Because NPS is related to a company’s growth and customer retention levels. As of 2016, the company had an NPS of 72 – one of the highest in the technology industry – following a decrease in 2018 to a score of 63. According to NPS Benchmarks, Apple’s NPS score in 2017 was a resounding 72, which is significantly higher than the average NPS score of the consumer electronics industry.Īpple’s continual focus on improving its Net Promoter Score has produced significant results for the company. Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand.
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