„Apple’s AirPods: a Hit With 98% Customer Satisfaction“
The big story is customer satisfaction with AirPods is extremely high. 98% of AirPod owners said they were very satisfied or satisfied. Remarkably, 82% said they were very satisfied. The overall customer satisfaction level of 98% sets the record for the highest level of satisfaction for a new product from Apple. When the iPhone came out in 2007, it held a 92% customer satisfaction level, iPad in 2010 had 92%, and Apple Watch in 2015 had 97%.
While the overall satisfaction number is remarkable, a second question we asked of these owners stood out even more. We used a standard benchmark question called a Net Promoter Score, which ranks a consumer’s willingness to recommend the product to others. This ranking is on a scale of 0 to 10 with 10 being extremely likely to recommend and 0 being not likely at all to recommend. It was this number that surprised me. Apple’s Net Promoter Score for AirPods came back as 75. To put that into context, the iPhone’s NPS number is 72. Product and NPS specialists will tell you anything above 50 is excellent and anything above 70 is world class. According to Survey Monkey’s Global Benchmark of over 105,000 organizations who have tested their NPS, the average is an NPS of 39.
Die AirPods waren Teil der Geschichte des (klinken-losen) iPhone 7. Apple positionierte die komplett kabellosen Kopfhörer in seiner letzten iPhone-Keynote direkt im Anschluss an die neue Kamera (und zeitlich vor die Präsentation des Prozessors). Apple wusste bereits damals, was für ein Ass sie mit den AirPods im Ärmel hatten.
Dass die neuen Kopfhörer dann aber erst kurz vor Weihnachten aufschlugen, und selbst heute nur mit einer Lieferzeit von sechs Wochen zu bestellen sind, ist rückblickend einer der tatsächlich legitimen Kritikpunkte, der direkt aufs iPhone zurückfällt.