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.

1. Apple Online Store
After sales survey
Monday, 31st October 2011

2. Apple communications
Two 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
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3. Apple follow up & learnings (survey)
y sent
S urve ys
7 da
after y
de liver
3

4. s
24 page
of
s
que stion
4

5. No
ge
wled
kno he
of t
ses
pu rcha
e
mad
5

6. 6

7. to
Part B
the
n
qu estio
7

8. r
tome s
Cus iour
v
beha bits
& ha
8

9. 9

10. ase
P urch es
enc
influ
10

11. se
Pu rcha e -
c
erien
exp apt
ad
11

12. e
Appl pp
eA
Stor w
revie
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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
EXP
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14. Order received
Delivery experience y
De liver e –
nc
ex perie
r
orde &
ed
r eceiv e/
ag
post ry
e
deliv tion
ma
i nfor
14

15. ll
Overa n &
ctio
sa tisfa dation
en
omm DUCT
rec RO
–P RY
DE LIVE CE
N
ERIE
EXP
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16. th
act wi
Cont omer
Cust ice
Serv
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17. P rofile of
m ation nt
infor ponde
s
t he re much
– Too ation
m
infor ured
capt
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18. P rofile of
m ation nt
infor ponde
s
t he re much
– Too ation
m
infor ured
capt
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19. 19

20. Key learnings
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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.
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22. Thank you
withcollective.com
facebook.com/withcollective
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