NPD: Genius Bar, stellar tech support keep Apple product owners coming back for more

Ah, the Genius Bar: It’s (mostly) free, it’s accessible, and nine out of 10 Apple product owners love it.

The latest research from NPD Group indicates folks are willing to buy multiple Apple devices primarily due to their pleasant experience at the Genius Bar. A whopping 90 percent, in fact, said they were “extremely or very satisfied” following their experience. The approval rate is primarily attributed to 88 percent of those Genius Bar consumers receiving complimentary service.

According to NPD Group’s Tech Services Study:

That service left almost all of the 40 percent of Apple owners who took their Apple devices to the Genius Bar very happy. Nearly 90 percent of consumers who used Apple’s tech service said they were extremely or very satisfied. In contrast, top 2 box satisfaction among all consumer service interactions was 78 percent. A major part of their satisfaction came from the fact that only a small percentage actually paid for their service. According to the report, 88 percent of Genius Bar consumers said their service was free compared to 78 percent of all consumers.

The majority of the support was for troubleshooting (37 percent), followed by product repair (28 percent), how-to support (18 percent), software installation/upgrade (11 percent), and product installation/set-up (7 percent).

Apple product consumers also approve the retail giant’s tech support offerings. Sixty percent of consumers claimed they were “somewhat or much more likely” to make another purchase following their experience, while another 31 percent admitted they had a “much more positive view” of the Cupertino, Calif.-based company after their service. However, as the study noted, “physical presence is key.” Fifty-three percent of consumers were extremely satisfied with in-store encounters versus other types of interactions, but 45 percent of younger consumers still preferred virtual communications.

These statistics are interesting, especially considering yesterday’s report from IFOAppleStore. It claimed then-COO Tim Cook and current CFO Peter Oppenheimer pushed former Apple Senior Vice President of Retail Ron Johnson toward revenues over customer satisfaction when then-CEO Steve Jobs was on medical leave in 2009. Moreover, Apple has maintained new policies —despite wide-spread criticism over recent retail layoffs— that reflect budget cuts with an emphasis on revenue. With this outlook, it surely won’t be long until tech support experiences start falling by the wayside.

NPD gathered responses from over 2,000 adults via an online survey in May 2012.

More stats are available in the press release below. 

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SoHo NY Apple Store to reopen July 14

Apple just announced it will reopen its SoHo store in Manhattan on July 14 at 10 a.m. EST.

The Apple Store, SoHo, is completely redesigned and better than ever. There are more than twice as many products available for you to try. A new state-of-the-art theater with extra seating is the perfect place to enjoy events and workshops. We’ve added New York’s first Briefing Room, where you can get to know our Business Team. Even the Genius Bar is bigger, so it’s easier than ever to get an appointment.

The first 3, 000 customers win free commemorative t-shirts.

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MacUpdate Bundle: Parallels 7, BusyCal, Screenflow, Civ V, lots more, 11 Mac Apps: $49.99

From 9to5Toys.com:

MacUpdate has one of the better bundles we’ve seen on a wide-ranging set of Mac software. If you are like us and getting a new MacBook next week, you can load it up with software: You are getting a solid deal with the Parallels 7 headliner ($30 off retail), but then you get some great apps up and down the lineup basically for free including:

1) Parallels Desktop 7 ($79.99)
2) BusyCal ($49.99) (first 10,000 bundles)
3) ScreenFlow 3 ($99.00)
4) Civilization V ($39.99) Gods & Kings expansion pack for just $20
5) Jaksta ($49.95)
6) Espionage 3 ($19.99)
7) Attachment Tamer 3 ($14.99)
8) Speed Download 5 ($25.00)
9) KeyCue 6 ($28)
10) A Better Finder Rename 9 ($19.95)
11) My Living Desktop 5 ($29.95)

The total value is $456.80 — MacUpdate is $49.99, as always.

Full release follows:

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Ending Bundles: MacUpdate’s VMware, Drive Genius, PDFPen 5, Forklift, more: $49. iTuneUp for iTunes $30

From 9to5Toys.com:

Ending Saturday, StackSocial offers the $30 The TuneUp Bundle which offers to “Cleanup your iTunes Music Collection. Automagically.” The TuneUp Bundle (Lifetime License) includes:

• Clean — Accurately fixes mislabeled or missing song information (like “Track 01” or “Unknown Artist”) using cutting-edge waveform recognition

• Cover Art — Scans your entire music collection in seconds and automagically™ fills in missing album artwork

• DeDuper— Intelligently finds and removes duplicate music files from your music library using waveform recognition

• Tuniverse — Delivers music videos, artist bios, concert alerts, social network integration and more

Ending today, MacUpdate has one of the best bundles we have ever seen on a wide-ranging set of Mac software. You are breaking even with the VMware Fusion 4 headliner, but there are great apps up and down the lineup including Drive Genius disk utility, PDFPen 5 PDF editor, Snapheal photo editing, Forklift FTP/Finder Utility, Typinator 5. These are all great apps…. Read more

MacUpdate Bundle: VMware, Drive Genius, PDFPen 5, Forklift, Snapheal, Typinator 5, more: $49.99

From 9to5Toys.com:

MacUpdate has one of the best bundles we have ever seen on a wide-ranging set of Mac software. You are breaking even with the VMware Fusion 4 headliner, but there are great apps up and down the lineup including Drive Genius disk utility, PDFPen 5 PDF editor, Snapheal photo editing, Forklift FTP/Finder Utility, Typinator 5. These are all great apps.

* 1. VMware Fusion 4 ($49.99)
* 2. Drive Genius 3 ($99.00)
* 3. PDFpen 5 ($59.95)
4. ForkLift 2.5 ($29.95)
* 5. Typinator 5 ($33.00)
* 6. DesktopShelves 2 ($14.99)
* 7. Snapheal ($14.99)
8. Boom [2-Mac Home Pack] ($10.99)
* 9. Phone to Mac ($24.95)
* 10. Star Wars: The Force Unleashed: Ultimate Sith Edition ($29.99)
* 11. Worms Special Edition ($9.99)

* = has never been in a bundle before

The total value is $377.79 — 78% off = $49.99, as always.

Full release follows:

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Apple patents clever diagnostic tool which can figure out how you handled your iOS gadget

As noted by PatentlyApple, Apple has filed a patent report today that details a new diagnostic tool that works through iTunes. The tool uses in-depth change logs that details firmware updates, physical conditions that surround the device during the events, the location of the device, and more. iTunes could be set to find corruption in the change log to let the user, and possibly a support Genius, know of what needs to be changed.

The log may be generated periodically (e.g., every 5 milliseconds, every 30 minutes, every 5 hours, after every reset, or at any other time based or event based or environment based event occurs). Each generated log may be stored on the Apple device or uploaded to a remote entity, and each log may be retained or overwritten by a more recently generated log depending on available storage space and/or processing capabilities, for example.

So what about privacy? The log will contain only information that will aid Apple in helping you, and will be without any personal information. As we’d imagine, each time you connect a device, like an iPhone, to iTunes it will pull the log. Like any patent, this might not actually be used. But hey, anything to save a trip to the Genius Bar right? Could this possibly tie in with this morning’s report regarding a web based tool?