Assignment Number: Simulation 7

Topic: Innovation – Customer Service Process

Submission: 13 Jan 2019, Submission 1 Survey Report

Contents
Introduction 2
Survey Questions and Results 2
Conclusion 9

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

Introduction
This aim of this report is to do a research on how well the Apple company doing in the market to
improve the performance of the Apple company. This report has included the survey questions
and the results of the survey. The survey carried out by using Survey Monkey, and 11 results
were collected.

Survey Questions and Results

This question is to identify what products used the most by the Apple’s customers. It is clear that
around 90% of the consumers owned an iPhone. Besides that, iPad and MacBook are the
second most common Apple products in the market.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This question is to identify the popularity of Apple in the past years. From the results, it is clear
that none of the customers owned an Apple product more than 10 years. But most of them
owned a device in the past 10 years. This is because the marketing of the Apple products was
doing a great job in advertising the products. It seems like the launch of the iPhone helped
Apple a lot in gaining its popularity.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

The third question is survey the customers why they choose Apple products. Most customers
choose Apple products because of its quality. But there are some due to the branding. It shows
that Apple is doing a great job in advertising and maintaining the products’ qualities.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This question is to identify how the price affect the sales of the Apple products. Although there
are large number of customers felt that the price is reasonable, but there are a lot of customers
felt the price is not reasonable. Apple should make the price of friendly in order to attract more
potential customers.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This question is to identify how the software affect the customers’ satisfaction. More than half of
the customers felt that the user interface is user friendly, but there are improvements that can
be made. A good and easy to use phone can attract elderly group to purchase Apple products.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report
This question is to show how well the Apple products are. 45% of the customers believed that
Apple products are good, but another 45% felt like there are improvements that can be done. It
might due to the hardware or the software of the products that do not satisfy the customers.
More research can be done to improve the the products.

The aftersales service of Apple is important for the company to maintain the current customers.
Around 45% of the customers very satisfied with the services provided after purchase the
product. It is clear that, Apple should have done better in this service because there are still
large percentage of group believe that there are still improvements that can be done in providing
service.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This question is to learn how the location of the Apple store affect the customers’ satisfaction.
Apple stores can be found easily in the urban area. Good location helps in increase customers’
satisfaction, which reflected in the graph.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This question is to learn how willing the customers recommend the Apple products to people
around them. Most of the customers appear willing to recommend the products to their friends
and families. This is probably because the Apple products are easy to use and the services
provided are good. Another possible reason is that the price is reasonable for their products.

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Assignment Number: Simulation 7
Topic: Innovation – Customer Service Process
Submission: 13 Jan 2019, Submission 1 Survey Report

This is to identify the return rate of the customers. Almost all of the Apple users willing to
purchase new Apple products in the future. It can be understood that Apple is doing a great job
in maintaining the current customers. The services and the quality of the products are the main
factor that Apple able to maintain a good relationship with the customers.

Conclusion
This survey shows that most of the customers chose Apple because of the quality. It means
that, aside the branding, Apple did well in providing the best products to the customers. Besides
that, Apple also did well in providing services. Most of the customers satisfied with the services
provided by Apple. Some improvements can be made to further improve the sales of Apple. The
first would be the pricing, which the company can lower down the price to increase the sales.
Besides that, Apple should do better in the aftersales service to increase the return rate of the
customers. In conclusion, Apple will be success in the future if they continue providing such a
good service and products.

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