I'm sure Apple believes they've streamlined things immensely by getting rid of the whole "here's a place you can wait in line to do X" thing, but, like you said, at least some of the benefit they're seeing is probably illusory, because it leaves them with no great way to measure how long people have to wait to talk to someone in the first place, or how many people are giving up without ever successfully talking to someone.
Best Buy and Microcenter, on the other hand, still have a place right at the front of the store, next to the entrance, where you can go get help from a human without having to make an appointment on a cleanly-designed-to-the-point-of-being-confusing-for-many-people website first. Now, the dominant factor is that, when they need help, they need the ability to talk to a human, and Apple is no longer supplying easy access to humans, they've put all the certified resellers who did offer that service out of business, and I personally do not scale. Once upon a time, the dominant factor was that the walled garden allowed them to feel less intimidated by their technology, which left them feeling like their devices were vastly more capable, even when they technically had fewer features. For that reason alone, I've stopped recommending Apple products to my older relatives.
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The absolute worst thing about going to the Apple store is figuring out how to flag someone down if they're busy. I fear that fundamentally support related business units are just not likely to have anyone who knows how to do it right (even if suddenly given resources), let alone care. Meanwhile what was left were largely yes men who embraced the endless (often counter productive) cost cutting, and in doing so didn't really need / care to understand how things worked if all you had to do was slice out X% and hit some arbitrary metrics. I had conversations with several who recognized that there was simply no future / chance of them being able to do much of anything in those roles so they simply moved on. There was a serious brain drain as far as leadership with vision, a backbone, knowledge as far as support organizations went. I saw a strong trend where good leadership in those business units simply leave that area and move into other business areas (engineering, sales etc) when it became clear that any initiatives they started that didn't involve cost cutting were not going to happen in any support related department. It will be interesting to see how long it takes hold inside service related business units.
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