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>> But is Apple doing a far better job than any of its competitors? Yes. << No.

by greyman 18y ago

comatose_kid 18y ago
You might be right, but it's a little hard to agree with a one word statement.
- greyman 18y ago
  This is exactly the point I wanted to communicate to the blog author.
demallien 18y ago
So how do you interpret the survey results that Gruber presented?
- narag 18y ago
  I'm not greyman, but anyway... maybe the survey is detecting a different culture: people that owns a Mac gives higher scores to customer service not because it's better, but because they feel more satisfied with their computers. That feeling might come from many reasons. I wouldn't use it as an argument without a detailed survey that evaluates things like response time, charges for reparations, or kindness of personal.
  - demallien 18y ago
    That's not really a fair argument. There are always what-ifs that are possible. I could say, for example, 'Sure, General Relativity is OK, but how do we know that it works for that little patch of reality that is within the Oval Office. Has anybody tested it?'. I mean, technically you are right, but the a priori interpretation of the survey results is that Apple does a better job of satisfying it's customers than do the competitors. That interpretation should stand unless someone comes up with a survey providing more detailed results that indeed shows a selection bias amongst Apple customers...
    - narag 18y ago
      Why would I need a second survey? I already distrust the conclusion.
      - demallien 18y ago
        Yes, but it's a Russell's Teapot (http://en.wikipedia.org/wiki/Russell's_teapot http://en.wikipedia.org/wiki/Russell's_teapot) kind of argument. You're rejecting the survey results because they go against your prejudices, not based on evidence (or at least that seems to be what you are claiming, if you have evidence that Apple's performance vis-à-vis it's clients is sub-par, you certainly haven't presented it). And no matter what survey results that anyone could present to you, you'll always be able to respond by "ah yes, but you haven't disproved possible explanation X for these results".
        narag 18y ago
        Please, if you want to disagree, disagree with what I've said, not with an arbitrary strawman.
        demallien 18y ago
        What strawman? I was addressing your own words, specifically 'Why would I need a second survey? I already distrust the conclusion.' You do indeed seem to be reacting based on a prejudice against the conclusion of the first survey, without having any other data to back you up. As I said, if you have any other evidence to support your point of view, you have never presented it. Of course, if you do have other evidence to bring to the table, I for one would be fascinated to see it. As far as I'm aware, every recent measure of customer satisfaction with Apple that has been reported in the press shows them well in advance of the competition. The latest survey quoted by Gruber just confirms previous surveys done by many different organisations. Do you have any evidence to contradict these findings?
        narag 18y ago
  - cosmo7 18y ago
    Unlike Apple, most PC makers seem to feel a $399 POS is an obligatory part of their line. It is not inconceivable that those types of product - oversold underdeliverers - are the ones that bump up the PC numbers.

>> But is Apple doing a far better job than any of its competitors? Yes. << No.

by greyman 18y ago

>> But is Apple doing a far better job than any of its competitors? Yes. << No.

comatose_kid 18y ago

You might be right, but it's a little hard to agree with a one word statement.

greyman 18y ago
This is exactly the point I wanted to communicate to the blog author.

demallien 18y ago

So how do you interpret the survey results that Gruber presented?

narag 18y ago
I'm not greyman, but anyway... maybe the survey is detecting a different culture: people that owns a Mac gives higher scores to customer service not because it's better, but because they feel more satisfied with their computers. That feeling might come from many reasons. I wouldn't use it as an argument without a detailed survey that evaluates things like response time, charges for reparations, or kindness of personal.
- demallien 18y ago
  That's not really a fair argument. There are always what-ifs that are possible. I could say, for example, 'Sure, General Relativity is OK, but how do we know that it works for that little patch of reality that is within the Oval Office. Has anybody tested it?'. I mean, technically you are right, but the a priori interpretation of the survey results is that Apple does a better job of satisfying it's customers than do the competitors. That interpretation should stand unless someone comes up with a survey providing more detailed results that indeed shows a selection bias amongst Apple customers...
  - narag 18y ago
    Why would I need a second survey? I already distrust the conclusion.
    - demallien 18y ago
      Yes, but it's a Russell's Teapot (http://en.wikipedia.org/wiki/Russell's_teapot http://en.wikipedia.org/wiki/Russell's_teapot) kind of argument. You're rejecting the survey results because they go against your prejudices, not based on evidence (or at least that seems to be what you are claiming, if you have evidence that Apple's performance vis-à-vis it's clients is sub-par, you certainly haven't presented it). And no matter what survey results that anyone could present to you, you'll always be able to respond by "ah yes, but you haven't disproved possible explanation X for these results".
      - narag 18y ago
        Please, if you want to disagree, disagree with what I've said, not with an arbitrary strawman.
        demallien 18y ago
        What strawman? I was addressing your own words, specifically 'Why would I need a second survey? I already distrust the conclusion.' You do indeed seem to be reacting based on a prejudice against the conclusion of the first survey, without having any other data to back you up. As I said, if you have any other evidence to support your point of view, you have never presented it. Of course, if you do have other evidence to bring to the table, I for one would be fascinated to see it. As far as I'm aware, every recent measure of customer satisfaction with Apple that has been reported in the press shows them well in advance of the competition. The latest survey quoted by Gruber just confirms previous surveys done by many different organisations. Do you have any evidence to contradict these findings?
        narag 18y ago
- cosmo7 18y ago
  Unlike Apple, most PC makers seem to feel a $399 POS is an obligatory part of their line. It is not inconceivable that those types of product - oversold underdeliverers - are the ones that bump up the PC numbers.