Lenovo, HP and Dell are locked in a tight battle for the best customer satisfaction ratings among global notebook buyers, according to a new survey from Technology Business Research.
HP, the world’s No. 1 PC maker, is tops in the survey.
Lenovo, No. 2 in sales, is second in the ratings.
And Dell, No. 3 in global sales, ranks third for satisfaction.
However, a review of the chart from TBR accompanying this story clearly demonstrates the race is a close one.
“In a tight race for customer satisfaction among notebook buyers, vendors leveraged strengths in product quality and on-going services to stand out in the first quarter of this year.”
Dell’s efforts to satisfy customers through the sales process led to higher customer loyalty
and advocacy than its peers in 1Q12. However, Dell’s lagging performance behind HP in
services and support ultimately drove lower customer satisfaction.
HP is differentiating from its PC peers with strong services, leading the company to a No. 1 ranking. HP outranked Dell and Lenovo in nearly all support attributes. This coupled with competitive performance in product and sales categories gave HP a slight edge over Lenovo in 1Q12.
Lenovo continues to deliver strong comparative satisfaction scores in product attributes
such as performance and reliability, but competition from Dell in sales engagement and HP in services led to a No. 2 ranking.
(Lenovo operates its executive headquarters in Morrisville.)