Apple Online Purchase Survey - October 2011


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An overview of the communication process from Apple after you buy from their online store. This includes the communications (email and text message) after purchase and the screens for their after sales survey sent 14 days after.

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Apple Online Purchase Survey - October 2011

  1. 1. Apple Online StoreAfter sales surveyMonday, 31st October 2011
  2. 2. Apple communicationsTwo emails & a text message the day of delivery Order: Thursday 13th October ~4pm First email: Thursday 13th October 4.06pm Second email: Friday, 14th October 11.02am First text: Monday, 17th October 6.54am 2
  3. 3. Apple follow up & learnings (survey) y sent S urve ys 7 da after y de liver3
  4. 4. s 24 page of s que stion4
  5. 5. No ge wled kno he of t ses pu rcha e mad5
  6. 6. 6
  7. 7. to Part B the n qu estio7
  8. 8. r tome s Cus iour v beha bits & ha8
  9. 9. 9
  10. 10. ase P urch es enc influ10
  11. 11. se Pu rcha e - c erien exp apt ad11
  12. 12. e Appl pp eA Stor w revie12
  13. 13. Overall satisfaction Future purchase ll Recommend to others O vera n & ctio sa tisfa dation en omm INE rec ONL – SE CHA CE PUR IEN ER EXP13
  14. 14. Order receivedDelivery experience y De liver e – nc ex perie r orde & ed r eceiv e/ ag post ry e deliv tion ma i nfor14
  15. 15. ll Overa n & ctio sa tisfa dation en omm DUCT rec RO –P RY DE LIVE CE N ERIE EXP15
  16. 16. th act wi Cont omer Cust ice Serv16
  17. 17. P rofile of m ation nt infor ponde s t he re much – Too ation m infor ured capt17
  18. 18. P rofile of m ation nt infor ponde s t he re much – Too ation m infor ured capt18
  19. 19. 19
  20. 20. Key learnings20
  21. 21. What can we learn from Apple?•  People love Apple & will sit through 24 pages of unincentivised questions to help improve their online purchase experience & delivery experience.•  The process could be simplified to reduce the number of pages & profile information about the people answering the survey.21
  22. 22. Thank you