Jun 15 2008
In a recent interview with Venture Beat, Robbie Bach from Microsoft spoke on how gamers’ love for the Xbox 360 has been largely unswayed in the face of the tragic console failure epidemic that has so many of us seeing red (rings).
“The amazing part of that whole situation is that when we look at brand preference, customer satisfaction, willingness to recommend, none of that data has moved through that whole process.”
“It speaks to the power of the product offering and service we provide. That’s my point. In the ordinary course of something like this, you would expect it to show up in the customer reaction data. We just haven’t seen that. It speaks to the fact that they love their games and Xbox Live. Does it frustrate them? Yes. On the other hand, they know we’re taking care of them. People have a certain amount of respect for that. If it had happened on a product that had less baseline customer satisfaction, it would have had a bigger impact. We really haven’t seen that.”
It’s interesting to see an official statement on this as I, myself, mused on exactly this situation in my article “Xbox 360, will you be mine?” in our February issue. It’s good to see that statistics are backing up my theory.