Among large business customers, Dell is the top PC maker, according to a new survey and study by research firm Technology Business Research.
Dell overtook HP and Lenovo for the No. 1 spot in enterprise desktop satisfaction, taking the top mean satisfaction score across all but two attributes in TBR’s study. Dell and HP tied in weighted satisfaction scores in x86 servers, but Dell again secured the No. 1 position based on a higher proportion of customers who gave “extremely satisfied” ratings.
HP earned the No. 1 position in notebook customer satisfaction in 3Q13, with competitive scores in sales, product and service attributes. Despite finishing behind HP, Dell maintained the highest customer loyalty for the second consecutive quarter, with 83 percent of customers planning to buy from Dell again and 80 percent likely to recommend Dell to a peer.
IBM was the top-ranked vendor in x86 server services and support in the third quarter with replacement parts availability, on-site response time, and ongoing services and maintenance rated the most important features by server purchasers. In PC services and support, HP secured the No. 1 position with top satisfaction scores in six attributes.
Technology Business Research’s Corporate IT Buying Behavior & Customer Satisfaction Study (CSAT) is a quarterly series of studies that measure customer satisfaction and loyalty across x86 servers, desktops, notebooks, and services and support. TBR’s compiles its satisfaction scores by analyzing customer perspectives across sales, product and service experiences and measuring qualities such as importance, satisfaction and loyalty.
