Reputation and Reviews of iBooks Academic SupportReputation and Reviews

March 8, 2023 About the Reputation and Reviews of iBooks Academic Support

Survey Overview
To begin with, with many personal opinions circulating online, it can be difficult to judge information fairly. In particular,Google Reviewson review sites where anyone can post, we have recently foundDetermined to be malicious posts by competitorsand have submitted requests for removalRemoval requests submitted to Googlebut have not been able to obtain satisfactory action. We were informed that because the posts were made under individual names and were considered personal opinions, they were not subject to removal.
Against this background, as of March 8, 2023, we report on Reputation and reviews of iBooks Academic Supportthe reputation and reviews of iBooks Academic SupportResults of an investigation by a third-party organization (internet marketing company)based on the findings described below.
The purpose of this survey was to reduce customer concerns and to improve our future writing and support activities.
The survey targeted clients who had previously requested or used our services,1,123 respondentsand responses were collected using Google Forms.

Survey Results
The survey results are presented below in the order of positive and negative evaluations.
In summary, Survey period: November 2021 to February 2023; response rate: 89.3% (1,003/1,123)the results were as follows.

Positive evaluations
→ Compared with individual service providers, respondents felt they could trust the service because it is operated by an established corporation. (57.4%)
→ A dedicated representative is assigned when requesting service, which respondents felt resulted in attentive support. (77.2%)
→ Delivery is fast compared with some other cloud-based services. (55.1%)
→ Refunds are properly provided when clients are dissatisfied with the content. (79.8%)
→ Collaboration with universities and other educational institutions was seen as reassuring in terms of content and quality. (27.5%)
→ Collaboration with government agencies and research facilities was viewed positively, including support for journal manuscripts and formal documents. (17.7%)
→ Respondents considered the quality good for the price. (66.2%)
→ The operating entity is an established company rather than an individual working from a private residence. (78.7%)
→ Respondents felt more comfortable with personal-information management than when using an individual freelancer. (59.1%)
→ Respondents felt reassured that work is prepared with specialist staff in addition to the assigned representative. (49.4%)
→ Anonymous applications are available. (80.4%)
→ After-delivery support is thorough; revisions are free within the specified period. (67.4%)


Negative evaluations
→ Email responses can sometimes be slow. (35.7%)
→ It can be difficult to reach the service by phone. Note: At the time of this survey, telephone reception was suspended as a COVID-19 prevention measure. (55.4%)
→ Return of mailed textbooks can sometimes take time. (28.1%)
→ There have been occasions when typographical errors were noticeable. (31.4%)
→ There have been occasions when some cited passages were not clearly indicated. (7.4%)
→ Respondents requested that NDA execution, which is currently a paid option, be free of charge. (3.9%)
→ Orders could not be placed during a lengthy email-server maintenance period. (22.4%)
→ Clients cannot specify an exact delivery time. (57.7%)
→ Gmail and iCloud occasionally reject attachments. (33.4%)
→ Responses can be slow after 8:00 p.m. (46.4%)
→ Payment-confirmation emails can sometimes be delayed when weekends are involved. (12.1%)
→ Attachments cannot be added to the email form. (22.5%)


These are the results of the present questionnaire survey.
At iBooks Academic Support, we intend to conduct surveys like this periodically and improve areas that customers view negatively.
Publishing survey results like these required considerable openness, but we will continue to disclose them so that more customers can use our services with confidence.