IResQ Data Reveals Common Repair Customer Demographics and Which Devices Are Damaged the Most

Don't Ditch Your Device Inforgraphic

Apple products are not indestructible, and error is a part of being human - in other words, these devices get broken from time to time. With Apple devices rising in popularity, smartphones, tablets and other electronics have become an integral part of modern living.

While most people likely witness the substantial impact that Apple technology has on society, a closer look at iResQ's repair customers can provide additional insight into how people interact with their electronics and which people are most likely to struggle with keeping their devices intact.

So what exactly does the average repair customer look like? And what type of people break their electronics more than others? Furthermore, which device is the most commonly damaged or broken?

Taking a Bite Out of Apple

Since the company's founding in 1976, Apple has had a profound impact on modern life, particularly from the '90s to the present. In that time period, the world has witnessed huge strides from Apple including its entry into the smartphone market and its development of groundbreaking touch technology. Consumers across the country and around the globe rapidly adopted Apple's iPhone, and the device's momentum continues to this day with the release of each new model.

Since the launch of the original iPhone in 2007, Apple has continuously worked to improve its devices, adding new features and functionality with each successive generation. However, Apple didn't stop at smartphones; the iPad, iPod touch and MacBook devices each make up a significant portion of the company's business.

While Apple's technological innovations have been impressive, breaking or damaging these devices remains a common occurrence. The iPhone has become an important accessory to many people, but as these devices remain attached to the consumer hip, nearly endless scenarios exist for an iPhone to become damaged or broken.

Common Gadget Repairs and Device Problems

The most frequent damage iResQ addresses are cracked screens, as the glass on iPhone models is generally large, easily broken and expensive to replace. Many device owners have recognized the value of consulting a third-party repair company like iResQ when it comes to fixing any damage that their devices have accumulated. This has numerous advantages, allowing owners to save money on repair costs and avoid the trouble and frustration associated with attempting a repair from home.

One common complaint from Apple consumers revolves around the warranty specifications and imposed limitations of AppleCare support and repair services. As there have always been a few holes in the protection plan that AppleCare offers, many device owners have come to recognize the need for a third-party repair service provider like iResQ, which answered this call for support when it emerged on the tech scene in 1994.

Today, iResQ provides repair services for the entire lines of iPhone, iPod, MacBook and iPad devices as well as walk in support for Apple Mac desktop systems, in addition to repairs for other carriers and manufacturers such as Samsung and HTC.

Through our extensive experience and thorough analysis of customer data, iResQ has identified numerous significant trends about the typical repair customer. So, who is it exactly who breaks their devices and which devices are more easily damaged than others? An analysis of iResQ customer data has painted a portrait of the typical repair customer.

Which Devices Are Most Commonly Broken?

IResQ data specifically showed that 89 percent of all the devices received were sent by the head of the household (HoH). Breaking repairs down by device type, 78 percent of all MacBook repairs performed were on HoH devices. Of all iPad devices received, approximately 58 belonged to a HoH, and 43 percent of all iResQ's iPhone repair services were done on HoH devices. Finally, only 17 percent of iPod touch repairs were on devices belonging to a HoH.

This data is particularly interesting as it very clearly shows what type of devices are commonly used and broken by an adult, versus a family or child. Some likely would have expected the percentages to be reversed for iPad and iPhone, but these repair stats also highlight how more teens own iPhones than iPads.

A substantial trend taking place in recent years has been enterprise adoption of consumer electronics for business purposes. IResQ data can also provide a bit of extra insight into this movement, with the discovery that of all the iPhones sent to us by a HoH, 67 percent were used at least partially for business purposes.

At the same time, 40 percent of all HoH MacBooks and 28 percent of all HoH iPads were used for enterprise tasks. A flat zero percent of iResQ's HoH survey respondents indicated using an iPod touch device for work.

This reveals that the iPhone is the device most often used for work, followed by the MacBook. This doesn't necessarily mean business pros are clumsier with their iPhones - the data just shows that the more places people use their technology, the higher chance it has of being damaged due to a simple increase in activity level.

The Clumsiest Locales in the U.S.

IResQ data showed that people from certain states used repair services more than others. In fact, more than 15 percent of iResQ repair customers originate from California, New York and Kansas, with each state making up more than 5 percent respectively of total business.

While these stats could suggest that the three states are populated with people that are far less agile than the norm, this assumption is likely misled. Some of the disparity setting these regions apart could be due to higher population densities and the fact that iResQ's physical location is in Kansas.

At the same time that repairs were flowing in from these states, iResQ observed that there were a handful that stayed off the device repair radar. These states, largely located in the midwestern United States, include Montana, Idaho, Nevada, Utah, Wyoming, North and South Dakota and Nebraska, and account for only between 0 and 0.5 percent of iResQ's customer base. This shows how the density of repair customers correlates with general population density.

Age and Gender

Clearly, people of any gender are capable of breaking their electronics, but iResQ data suggests that roughly 60 percent of repair customers are male. It may be worth keeping that stat in mind when something mysteriously turns up broken in the home!

The ages of iResQ customers vary widely, and while many people would logically assume that younger device owners and children are the most likely to break devices, the data shows that the highest proportions of customers are in the age range of 35 to 54 years. Nearly 10,000 of the 32,069 iResQ customers analyzed fall within this range of 35 to 54 years old, but customers of all ages are represented, proving that an accident can happen at any age.

What Other Notable Attributes Are There?

Taking other life indicators under review, roughly 90 percent of repair customers are homeowners, with the remaining 10 percent renting. The majority are also married, estimated at about 65 percent of the total customer base. However, parents shouldn't be quick to pass the blame on to their children. In fact, the data showed that nearly 70 percent of repair customers did not have kids.

Looking at other social parameters that can help define customer subsets, the highest proportions of repair customers indicated Blue Collar, White Collar or Professional for their occupation, with each category hovering around 400 recorded responses out of the 32,069 people surveyed. In addition, the largest portion of customers (nearly 6,000 people) reported an income between $50,000 and $100,000. This demonstrates how a majority of people seeking repairs are in the middle-class as far as income.

When it comes to the educational demographics, data showed that nearly one-third of repair customers have earned a high school degree, which is about 10,000 people out of the 32,069 reviewed. Nearly 5,000 people reported earning a college degree and roughly 1,000 people reported earning a graduate degree.

Satisfaction Level of the Average Repair Customer Consulting iResQ

One of the most significant draws to iResQ is that people located anywhere around the country can utilize its services by going to the website and generating a prepaid shipping label instantly, which is then used to ship the damaged device to the repair facility. Customers can also ship devices using their own method.

A customer can even make an online request to have iResQ send appropriate shipping materials for proper device packaging, and materials are sent to clients as quickly as overnight. IResQ works to provide extremely quick service, often times completing repairs on the same day they are received and promptly shipping the fixed devices back to their owners.

A Bizrate Insights report analyzed iResQ customer data and provided additional information about iResQ fulfillment metrics. Results indicated that 97 percent of iResQ orders were delivered back to the customer on time with a 3 percent margin of error. This is near perfect customer satisfaction and demonstrates iResQ's commitment to high-quality and speedy repairs and returns.

Due to long-standing relationships with device components vendors from around the globe, iResQ is able to provide top-level services at affordable prices. Customers continue to express their high level of satisfaction with iResQ services, and a recent customer review helps to demonstrate an average experience:

"I sent a Macbook A1181 in to iResQ to have what I believed to be a damaged screen [repaired].  The Macbook was dropped and the screen went black but it still worked when I connected it to external monitor. I took it to Apple, but because it was more than 5 years old I was told it was considered 'vintage' [technology], and Apple wouldn't repair it. I had contacted a few local places where I live in New York. The prices were more to fix the screen than to buy a quality used Macbook on Ebay. I found iResq [by] doing an internet search. The price was about half of what the local places were quoting me. I sent it to them for a diagnostic evaluation for the fee of 18 dollars to cover the return shipping. They received [it] about 2 days after I sent it. They were extremely fast as they received it, diagnosed it, repaired it, and shipped [it] out [on] the same day.  I would definitely use them again. I think it pays to use iResQ especially because of the cost of Apple products. The cheapest Apple laptop cost[s] about 1100 dollars. I had mine repaired for around 200. Even though it is 5 years old it still works great for what I use it for."

-Chris Pestone


Data from iResQ:

Sources referenced for background knowledge:

History of  the iPhone and Apple

About iResQ:

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