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Apple AirPods satisfaction at a remarkable 98% for customers

New Experian survey explores consumer satisfaction with AirPods and other voice-first hardware

Conversational user interfaces are now mainstream.

Last year, my colleague Cherian Abraham and I partnered with Ben Bajarin and Carolina Milanesi of Creative Strategies to explore how consumers were using the Amazon Echo, an innovative product featuring Alexa, Amazon’s first-generation voice assistant. Given the extremely positive reception the Echo was receiving at the time, we wanted to learn what resonated with consumers as they interacted with their Echo (2016 Experian results can be found here). At the same time, we wanted to see how that compared to behavior with existing digital assistants in the market.

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Experian and Creative Strategies launch 2017 Voice-Assistant Survey

Today, we are excited to announce that Experian and Creative Strategies have teamed up for the second year focusing on the consumer adoption of new products in the space including Apple’s AirPods and Google Home in addition to the Amazon Echo and Echo Dot.  We also explored consumer interest in financial services products offered through voice interfaces. Ben, from Creative Strategies, wrote about our Experian Voice survey highlighting the breakout customer satisfaction success for Apple AirPods today.

Voice-first devices see continued momentum

In the coming weeks, Cherian and I will be sharing more of our insights from the rich data in our survey.  Additionally, we will be presenting on the topic at the upcoming Experian Vision Conference on May 10th.  Topics that we will cover include:

  • What is driving the 98% customer satisfaction rating for Apple AirPods, and why the Net Promoter Score of 75 is even more impressive
  • Insights on the 47% of consumers interested in using voice assistants like Alexa, Siri and Google Assistant for financial services applications
  • Amazon’s success in penetrating new parts of the home with the Echo Dot and driving commerce via voice purchases

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Airpods