Despite its obvious successes, consumers apparently don't think too highly of Apple's iTunes. According to Forrester Research's latest Customer Experience Index, the paid content service ranked #46
among some 133 companies and services, which were rated by 4,600 U.S. consumers according to three principles: whether the service met the customer's needs; how easy it was to work with a firm, and
how enjoyable a customer's interactions were with the company. By contrast, online retailers Amazon.com and eBay ranked #4 and #14, respectively, while Barnes & Noble topped the list. "iTunes can be
confusing, overwhelming and often less than entirely elegant," reasons BusinessWeek's Brand New Day blog. "As such, it really doesn't live up to the sophistication of the company's other lauded design
and branding elements."
Read the whole story at BussinessWeek »
